Manager, Membership Engagement and Retention

Rosemont, IL

You are driven by a passion for creating exceptional member experiences and fostering engagement, while contributing to our mission. As the leader in membership initiatives for orthopaedic professionals, you will manage a team of talented marketing professionals, oversee key membership benefits, and ensure seamless communication across various platforms. Your expertise in B2C and membership marketing, coupled with your ability to handle high-visibility projects and collaborate with senior stakeholders, will be instrumental in this role. Join us in building valuable member benefit portfolios and making a significant impact on our Academy's membership base.

If this sounds like you, please read on! 

The role of Manager, Membership Engagement and Retention will lead a wide variety of membership initiatives, including executing a seamless member experience for orthopaedic professionals through direct response engagement and retention initiatives in all key member segments. This entails managing a team of marketing professionals who coordinate key membership benefits, management of internal marketing platforms for email and social, managing internal communications, operations, dues revenue reporting and more.   

This position will help to oversee and execute a consistent brand voice and will be the main liaison for communications and programming regarding member benefits to the Academy’s membership base as well as partnering with various departments to build valuable member benefit portfolios for all members at each career stage. Ideal candidates will have experience in B2C and membership marketing and engagement strategies. The individual in this role must be able to effectively manage high visibility projects, have a solid grasp of general marketing principles and tools, maintain the pulse of membership counts and budgets, and is a superb written and oral communicator. Critical analysis skills, experience with Microsoft excel, and other reporting software such as Power BI are a requirement. This person must have the ability to work with senior stakeholders, collaborate with multiple departments within the organization, manage many projects simultaneously, and be able to organize and simplify information.   

  • Deploys marketing campaigns and own their implementation from ideation to execution  
  • Experiments with a variety of organic and paid engagement channels like content creation, pay per click campaigns, social media, and more
  • Ensures continued A/B testing occurs on all marketing channels to boost conversion rates and improve open, click, click to open, and direct response rates where applicable  
  • Supports Director, Membership, to work towards Academy solutions for tracking of conversion rates in all marketing and CMS platforms  
  • Oversees and approves marketing material, from digital and print advertisements to hard copy brochures and telemarketing scripts  
  • Collaborates with Membership Operations team to create, target and execute lead appropriate campaigns for engaging and retaining new members (member profile campaign, etc.)  
  • Creates and ensures consistent, effective messaging, and adapt messaging to reach multiple target audiences, presenting content in appealing, intuitive ways across various segments and demographics  
  • Builds monthly ROI reports to measure key metrics, success points, and areas of opportunity for both engagement and retention campaigns 
  • Manages monthly engagement newsletters to all member segments, including gathering of custom content, highlighting member of the month, benefit of the month, and exploring ways to further personalize and automate this process to save time and increase engagement 
  • Executes monthly (or bi-monthly) paper and e-bills, update pop up modals, partner with Annual Meeting team to update communications in tandem with registration, and analyze quarterly messaging around drop prevention 
  • Develops strategy around retaining and collecting payment from Candidate Members, specifically targeting CY1 and CY5 candidates that have the highest attrition rates 
  • Partners with Membership Marketing Acquisition and Onboarding team to ensure seamless hand-off of members as they travel from acquisition to onboarding and engagement and renewal  
  • Measures and reports on the performance of marketing campaigns and assess against goals, including but not limited to deployment of member surveys and focus groups, google analytics, and campaign monitoring using PowerBI  
  • Analyzes consumer behavior and evaluate analytics to draw key conclusions and drive strategic recommendations for marketing campaign improvements, evaluation of member retention based on qualitative and quantitative measurable attributes  
  • Supports Membership Director in building reports, identifying key metrics and deliverables to both the Membership Council and the Board of Directors where applicable 
  • Assists in annual updating of Membership Policy and Procedure document to ensure that all changes to operational requirements are captured and that Customer Service teams are trained and abreast of any modifications  
  • Grows and manages process for Auto Renewal for Members – including but not limited to YOY projections, growth in revenue collected, and increase in captured dollars from previously identified “bad cards” on file 
  • Builds strategic relationships and partner with agencies and vendors where applicable  
  • Prepares and monitors the marketing budget on an on-going basis and allocate funds wisely  
  • Manages and develops direct report staff and their corresponding projects  

Key Projects:

  • Owner of strategy and execution of all engagement and retention operations and communications for key audience personas  
  • Owns budget and projections for all program and staffing related expenditures for these initiatives 
  • Lead for strategy to identify and establish curated, personalized newsletter communications including but not limited to examining other providers to deliver messaging (ex: Rasa.io)  
  • Owns relationship with all vendors to execute paper bills, voice mail drops, mobile app messages, and future text messaging campaigns for dues billing 
  • Leads relationship manager for AAOS Customer Service and Operations teams regarding dues billing questions, report development, and revenue collection 
  • ROI analysis, process improvements, and analytics owner for all marketing initiatives related to member engagement and retention 
  • Supports development of retention strategies for new membership categories, including but not limited to Medical Students, Affiliated Orthopaedic Surgeons, and Allied Health Orthopaedic Team Members 
  • Develops campaigns, baseline reporting, and provide updates on all member profile updates and platform log ins, including year over year changes, projections, and correlation between retention and log ins/updates 
  • Owns, grows and manages Auto Renewal Process and identify process improvement opportunities as well as financial vendor/AMS opportunities to increase card capture and decrease declines/bad cards on file  
  • Leads for marketing strategy to promote Member Value and Satisfaction Survey and increase response rates year over year 
  • Supports the Membership Marketing Director in the execution of the Early Career Pilot Project by assisting in the development and implementation of program and marketing strategies to engage early career members. Collaborate with cross-functional teams, track project progress, and analyze data to help optimize pilot program performance for future cohorts.  

Exemplifies the following essential values of the Academy: 

  • Teamwork: Effective collaboration and team-focus to solve complex problems and drive innovation. 
  • Empowerment: The authority, information, and skills to make decisions and drive results. 
  • Accountability: Ownership of process and results that drive decisions and ensure implementation. 
  • Mindset of Growth/Continuous Learning: Focused on and invested in self and staff development to become more adaptable, making the Academy more agile, innovative, and sustainable.  

Travel:  

  • Up to 10 days per year

Qualifications: 

Required:

  • 7+ years of experience analyzing industry trends and demand for products and services and creating a strategy to market the product or service  
  • Bachelor’s Degree required  
  • Past work experience in direct response marketing with knowledge of digital marketing and content marketing  
  • Experience with paid media, including Google and social media platforms, Google Analytics, and experience with SEO  
  • Experience with marketing automation tools such as Marketo, Eloqua, Salesforce Marketing Cloud, HubSpot  
  • Proficiency in Excel, Word, PowerPoint, Photoshop, Illustrator, and/or Adobe Creative Suite  

 Desired:

  • Master’s Degree  
  • Experience speaking in front of small and large groups  
  • Strong relationship management skills with experience in leading across organizational boundaries  

Salary Range: $95,000-$105,000, depending on qualifications and experience.

Join us in shaping AAOS’ success! If this resonates with you, apply today by sharing the following:

-Clearly communicate why you are the ideal candidate for this role, providing specific examples and experiences as proof points.

-Resumes must be accompanied by a cover letter with salary expectations to be considered. 

Please note: 

This hybrid position is based in Rosemont, Illinois and is open to applicants who are able to commute bi-weekly to this office.

Applicants must already be authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of work visas.

JOB CODE: 1000113