Director, Member Services

Security Industry Association (SIA)

Silver Spring, MD

SIA is the leading trade association for global security solution providers, with over 1,700 innovative member companies representing thousands of security leaders and experts who shape the future of the security industry. SIA protects and advances its members’ interests by advocating pro-industry policies and legislation at the federal and state levels, creating open industry standards that enable integration, advancing industry professionalism through education and training, opening global market opportunities and collaborating with other like-minded organizations.

SIA continues to experience significant and sustained growth in membership, along with an increased member awareness of benefits offered through SIA's programs, research, and various networking activities. As the premier sponsor of the ISC international tradeshows and conferences, SIA serves as a catalyst for growth for member companies and brands operating within the global security industry.

DUTIES AND RESPONSIBILITIES

General Statements and Duties

Lead the membership strategy and engagement initiatives aligned with the annual budget and strategic plan.
Lead membership sales efforts including new member recruitment, membership renewals and sponsorship activities.
Develop and execute membership and engagement strategies using guidance and input of the Board of Directors, CEO, COO, Member Experience and Engagement Committee and relevant member stakeholders.
Provide strategic direction, management and oversight of retention and recruitment programs, sponsorship revenues for events and activities, member services, programs and policies, member benefits, and the membership database (development, accuracy, and functionality).
Manage a multi-functional team to define, develop, implement and evaluate strategic member services. Identify value-added offerings and track member satisfaction and engagement scores.
Champion the strategic role of membership across the organization. Partner with departments to support customer service strategies for department’s products, initiatives and revenue goals.
Develop strategies to increase visibility, penetration and increased contacts within current member companies.
Manage departmental and sponsorship budgets.

Key Responsibilities

Set Membership Strategy and Direction

Identify and design programs that enhance member value through direct benefits or overall engagement practices and policies.
Serve as an internal advisor on membership and member experience.
Oversee Member Services budget and operations

Membership Recruitment

Develop strategies and tools to grow membership while building and supporting a strong membership culture within the organization.
Leverage appropriate sales management technology platforms to accurately and consistently track sales performance.
Work closely with other departments to align recruitment and retention strategies across membership types.
Collaborate with marketing team to execute membership marketing plans.
Oversee member prospecting efforts.
Track and report recruitment performance.

Membership Retention

Lead efforts to retain existing members.
Oversee renewal process, including monthly billings.
Develop engagement strategies to strengthen the organization’s pool of volunteer leaders.
Actively solicit feedback from existing and potential members to inform strategies accordingly.
Track and report retention performance.

Sponsorship Revenues

Provide strategic direction for event sponsorship and actively participate in sales efforts.
Coordinate online and in-person sponsorship relationships.
Monitor and report sponsorship revenues.

Direct Organizational Efforts in all Member Services Areas

Oversee and foster the cross-departmental efforts to increase member engagement.
Develop SIA’s overall service strategy in collaboration with all departments and provide member service assistance, as appropriate.
Provide membership-related website content.
Coordinate responses to requests from members and other constituencies.

Develop and Manage the Organization Member Database

Optimize database capabilities to support organizational goals.
Develop and refine member engagement scores to improve overall membership value.
Manage external vendors and consultants.

People and Team Development

Lead, coach and manage the Member Services Department staff to the benefit of members, the department, and employees’ professional developmental goals.

QUALIFICATIONS

Education and Experience

Over 10 years of applicable experience in senior marketing, sales, and/or membership positions, including a solid commitment and track record of exemplary customer service.
Experience in the security industry is strongly preferred.
Must supervise, manage and implement entire membership acquisition and retention programs, benefits, products and services.
Track record in sales and acquiring, retaining and growing membership.
Volunteer management experience, strategic thinking ability and superior communication skills. Ability to recognize and develop leadership skills of volunteers.
B.A. in marketing field; advanced degree or MBA preferred.

Requisite Skills and Attributes

Excellent verbal and written communications.
Able to represent self and organization in a professional manner and exercise the highest level of quality customer service in all member and nonmember interactions.
Must be able to thrive in a fast-moving working environment.
Must see change as positive, is entrepreneurial and works to build consensus between varied groups and interests.
Demonstrated leadership skills with collegial assertiveness.
Ability to oversee many projects simultaneously and help to ensure completion by stated deadlines.
The ability to translate vision into action for the staff and have a track record in coaching, mentoring, supervising and developing staff.
Budget development and management.
Strong member service orientation.
Strong ability to drive consensus.
Commitment to the success of the association.
Proficient in computer applications (word processing, Excel, database).
Some travel is required.

Physical Requirements