Manager, Retention Operations and Data Support

The American Institute Of Architects

Full-time - Mid Level

Hybrid

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Manager of Retention Operations and Data at the American Institute of Architects (AIA) is responsible for enhancing member retention and engagement through data-driven insights and analysis. Reporting to the Director of Membership Retention and Engagement, this role involves managing membership data reporting, ensuring accurate invoicing, and supporting strategic decisions to meet an annual revenue target of $57 million. The position plays a crucial role in facilitating member recruitment, retention, and engagement, while also maintaining service delivery during extraordinary circumstances.

Responsibilities

• Support all membership retention efforts under the supervision of the Director of Membership Retention & Engagement.
• Manage the timely distribution of all renewal messaging to ensure effective member communication and engagement.
• Work with Accounting to manage monthly Key Performance Indicators (KPI's) for recruitment and retention efforts.
• Assist in the accuracy of invoicing and sales order production process for the Annual Call for Dues.
• Ensure component communications regarding renewals are timely and accurate in the Chapter Portal.
• Contribute retention content for regular Component Updates newsletter as needed.
• Identify and address recruitment and retention reporting needs of Components to enhance overall membership effectiveness.
• Coordinate with external vendor HBP to ensure timely deliverables of data files for dues invoicing batches.
• Assist Accounting in identifying membership invoicing inaccuracies and provide real-time system needs to support Technology.
• Produce and share timely and accurate routine and ad hoc reports for teams and stakeholders.
• Craft and implement sophisticated membership acquisition and retention strategies that drive growth and enhance member engagement.
• Generate and distribute lists for identified recruitment and retention outreach.
• Monitor and analyze membership metrics to support internal assessments and stakeholder insights.
• Ensure accurate integrations for Member Engagement Index.
• Monitor Technical Support incident data monthly to discern trends that can be resolved by technology or process enhancements.
• Collaborate with technology and finance teams to receive cross-training in general membership invoicing efforts.

Requirements

• Intermediate or expert facility with Excel required.
• Experience with Fonteva or Sales Force reporting required.
• Excellent verbal and written communication, and presentation skills.
• Strong attention to detail in working with databases, tables/figures, and data reports.
• Ability to prioritize, plan, solve problems, and carry out responsibilities independently.
• Demonstrates the ability to make sound decisions and judgment calls to resolve membership and/or processing issues.
• Some college preferred with a minimum of 5 years of experience in membership development and data analysis roles, ideally within an association or similar organization.

Benefits

• Medical and dental insurance
• 401(k) plan
• Flexibility in work hours
• Paid time off
• Flexible spending accounts
• Income protection (Life Insurance Coverage up to 2x salary) & disability plans at no cost
• Tuition and membership reimbursements
• Employee Assistance Program (EAP) for employees and their family members
• Computer purchase program
• Fitness club discounts
• Prepaid legal services program
• Identity theft protection