Senior Manager, Global Member Experience

Description

SUMMARY

The Senior Manager of Global Member Experience at AMPP is responsible for strategizing and executing initiatives to improve global member acquisition, engagement, and retention. This role involves a data driven approach to enhancing the overall member experience, leveraging insights to optimize engagement strategies. The position requires collaboration across internal teams, chapters, and member committees to ensure services are responsive to diverse regional and industry needs. The Senior Manager will oversee volunteer management and the members’ experience, ensuring alignment with AMPP’s mission and strategic goals. This role blends strategy and execution, requiring a leader who can inspire both staff and volunteers while championing a member centric culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Develop regional engagement strategies that account for cultural and economic differences in global markets.
• Develop and implement a global member acquisition strategy to diversify and expand our member demographic.
• Lead efforts to collect and analyze member feedback, and act as the voice of the member within the organization to refine member benefits and services.
• Serve as a liaison to member committees, fostering relationships and ensuring alignment with member interests and organizational goals, which include administrative support and managing volunteer task groups.
• Partner with global chapter leaders to identify growth opportunities, operational challenges, and engagement best practices.
• Coordinate with internal departments to ensure chapters and volunteers receive exceptional support, promoting a member centric culture.
• Develop key performance indicators (KPIs) for membership engagement and retention, ensuring alignment with AMPP’s strategic objectives.
• Organize and facilitate training programs, webinars, and workshops to enhance the leadership skills and capabilities of volunteer leaders.
• Provide leadership to the membership team, setting clear expectations and fostering a results driven work environment.
  
  

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirements

Some travel is expected for this role and passport is required.

EDUCATION And/or EXPERIENCE

• Minimum of five (5) years proven experience in membership management, preferably within a global and culturally diverse context.
• Strong analytical skills with the ability to utilize predictive analytics and market research to inform strategies.
• Excellent collaboration and leadership skills, with experience in guiding cross functional teams and volunteers.
• Solid background in developing and managing business development strategies, with a track record of achieving revenue goals.
• Proven experience in innovating customer or member experiences, with a focus on leveraging technology.
  
  

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, employees of the organization, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, etc. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to develop and interpret business graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

OTHER SKILLS And ABILITIES

Must possess a specific level of communication skill both verbal and written. Have demonstrated personnel management skills including, but not limited to, the ability to evaluate staff performance and provide direction, is highly desirable. Ability to work in a multi task environment taking into account various external factors and to communicate efficiently and accurately to both managers/supervisors and subordinate staff.

Must be computer literate with knowledge and experience in word processing and spreadsheet softwares. Ability to learn and use association specific software.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.