The Director of Membership and Member Services for the WateReuse Association is responsible for developing and implementing WRA's member recruitment, orientation, engagement, retention and satisfaction strategies. The incumbent will be responsible for designing and executing the overall membership recruitment, retention and engagement strategy to include management of regional membership liaisons, the membership application processes, new member recruitment and onboarding, the membership database and the membership dues process. This individual will provide primary leadership and management for all aspects of the new member growth and member interactions with the goal of elevating member value, enhancing awareness of the association’s brand, and advancing the mission. This position reports to the Executive Director.

The Director of Membership and Member Services has the following specific responsibilities: 

Recruitment:

• Identifies prospects for membership.
• Develops strategies to promote membership to prospects.
• Conducts personal outreach and customized follow-up with prospects.
• Utilizes leadership and management connections in recruiting new members.
• Develops marketing and promotional material to attract new members, in collaboration with Communications Director.
• Assists state sections in recruitment efforts.
• Supports online enrollment of new members.
• Prepares and submits reports on activities to identify and recruit new prospects.
• Manages the Recycled Water User Network.

Retention:

• Develops and implements onboarding process for new members.
• Provides customer support for members, including assistance with member login.
• Uses social media marketing tools, including LinkedIn and Twitter, to increase member engagement.
• Manages the annual renewal process, from initial notice through payment.
• Works collaboratively with Communications Director to develop and maintain members-only 24/7 online community, WateReuse Connect.
• Conducts annual survey to assess value of services and needs of members.
• Conducts survey of members who do not renew to determine areas for improvement.
• Manages member database to ensure accuracy.
• Prepares and provides membership reports for leadership, management, state sections and staff.

Member Engagement and Recognition:

• Identifies opportunities for member engagement
• Tracks member engagement
• Manages member recognition programs including the Annual WateReuse Awards for Excellence Program.

Director of Membership and Member Services provides competitive salary and benefits.