Senior Manager, Member Relations
US-TX-Dallas
Careers (External)
Req #: 16083
Type: Full Time
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Overview: Since our founding in 1924, we've cut cardiovascular disease deaths in half, but there is still so much more to do. To overcome today's biggest health challenges and accelerate this progress, we need passionate individuals like you. Join our movement, be part of the progress, and help ensure a healthier future for all. You matter, and so does the impact you can make with us. The American Heart Association has an excellent opportunity for a Senior Manager, Member Relations in our National Center office located in Dallas, TX. The Senior Manager, Member Relations is responsible for building and maintaining positive relationships with American Heart Association members. This position serves as a subject matter expert (SME) for member relations including member experience, satisfaction, and retention efforts. A primary responsibility is leveraging member programs and innovative engagement strategies, including but not limited to digital interface to significantly impact membership growth and retention and member engagement and satisfaction. Working closely with the OSO department leads, membership account managers, Professional Heart Daily lead and other collaborators, the Sr. Manager will support and amplify Council-specific multi-channel marketing and communication strategies tailored to impact professional membership engagement, participation in American Heart Association conferences and events and membership promotional activities. The Sr. Manager is responsible for a member's seamless navigation and access to key information across the OSO portfolio including member benefits, scientific meetings, research awards, journal activities, council awards, the latest scientific statements and guidelines, and other resources such as the job board, volunteer search tool among others. The position is responsible for crafting the membership experience at American Heart Association meetings and conferences and crafting and executing the strategy for prospective member engagement at meetings. Senior Manager, Member Relations will lead and sustain the overall member relationships via innovative and scalable strategies designed to improve member satisfaction. With experience in member relationship management, customer service, market research, CRM databases and decision-making analytics, this position is responsible for understanding high-converting and emerging trends and categories designed to promote member engagement and participation in American Heart Association activities and events. To craft storytelling and content focused communications to American Heart Association professional members and prospective members. Working closely with account managers on the team, this position will facilitate opportunities using multiple vehicles to listen to members on an ongoing basis and learn about their evolving needs. As the content lead within the membership team, this individual is responsible for optimizing the content strategy across the 16 Councils and designing the user experience via the e-newsletter and the PHD website. The Sr Manager is responsible for developing and implementing communication and other strategies to keep members informed and engaged in a timely and cutting-edge manner especially with respect to attendance in American Heart Association scientific meetings, research and council awards, journal activities, international affinity groups, membership promotions and other pertinent science highlights. The Sr. Manager is responsible for increasing awareness and participation for American Heart Association professional members through marketing plans aligned with audiences through print design and production, direct mail, e-mail, advertising, web content, on-site signage and promotional programming. The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally. #TheAHALife is more than a company culture; it is our way of life. It embodies our commitment to work-life harmonization and is guided by our core values where our employees can thrive both personally and professionally. Discover why you will Be Seen. Be Heard. Be Valued at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X, and at heart.jobs. Responsibilities: Relationship Management * Cultivate and maintain positive relationships with members, both existing and prospective. * Understand member needs and preferences and support response to concerns promptly and effectively. * Identify opportunities to improve member experience and satisfaction. Draft the member engagement content strategy and roadmap that to meet YoY membership recruitment, retention and renewal goals. (would suggest moving this bullet up higher in this list - this is the integral part of the role - the work with digital products/print materials etc is a tactic and key responsibility to support this) Program Management * Develop a content roadmap, in partnership with key collaborators, identifying and ideating emerging marketing trends. * Design and creates member experience at ALL American Heart Association conferences * Develop, plan and execute focused marketing campaigns within councils for specific alliances, population segments, and specialties of care, including content marketing, web, social media, and science translation into layman terminology * Be responsible for marketing activities and Professional Heart Daily content specific to conferences; design projects; team collaborations for programming specialties, councils' offerings, and numerous digital and print projects. Handle project timelines, deadline compliance and effective communication and dissemination. * Build a member event calendar for quality engagement, learning, networking and events * In concert with Integrated Marketing, develop and direct digital (PHD and Connections e-newsletter) and print materials for assigned programs such as Scientific Sessions; Journal, Research or other publishing; and membership campaigns. * Amplify communications using best practices to significantly increase abstract submissions, member participation and registration to American Heart Association programs or meetings. * Design strategies for membership recognition and showcasing American Heart Association members on social media and in American Heart Association collateral to be used onsite at meetings and virtually Retention and Growth * Focus on new member acquisition, member retention and growth strategies. * Identify and address potential turnover risks. * Promote member engagement and participation in activities and American Heart Association meetings and conferences. Communication and Outreach * Handle member communications, including newsletters, emails, and social media. * Amplify the member voice through success stories and feedback collection * Develop and deliver presentations and orientation materials for members. * Represent the organization at member events and meetings. * Develop, plan and execute focused marketing campaigns within councils for specific alliances, population segments, and specialties of care, including content marketing, web, social media, and science translation into layman terminology * Oversee marketing activities specific to conferences; design projects; team collaborations for programming specialties, councils' offerings, and numerous digital and print projects. Handle project timelines, deadline compliance and effective communication and dissemination. * Create custom council-centric messaging targeted towards amplifying member benefits and engagement opportunities Collaboration * Coordinate with membership, research, and meetings and event teams to align promotional efforts with key OSO initiatives and performance targets. * Collaborate on stra
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