Member Retention Lead (FULLY REMOTE NOT-FOR- PROFIT ASSOCIATION)

The Membership Retention Lead plays a key role in supporting member retention engagement and overall member experience across the organization. This position combines relationship-building operational coordination and data-informed outreach to support renewal efforts for school and individual members. Working closely with teams across the organization the Membership Retention Lead helps ensure members receive timely support remain connected to AMS resources and programs and experience consistent responsive service throughout the membership lifecycle. 

In this role you will play a vital role in: 

• Strengthening member retention through proactive outreach relationship management and renewal engagement  

• Supporting a high-quality member experience across membership services communications and engagement touchpoints  

• Managing membership operations related to renewals invoicing event registration support and member records 

Key Responsibilities: 

Member Retention and Renewal  

• Partner with the Senior Director to execute and continuously refine renewal outreach strategies for school and individual members including targeted engagement plans for at-risk members  

• Lead proactive outreach to members including onboarding check-ins mid-year touchpoints and pre-renewal engagement to strengthen member satisfaction connection and long-term retention  

• Monitor renewal activity and member engagement trends identify retention risks and opportunities and share insights and recommendations to support retention planning and decision-making 

• Collaborate with the Senior Director and Marketing team on the development implementation and assessment of retention campaigns and member communication strategies  

• Maintain accurate renewal records oversee timely processing of renewals and help identify opportunities to improve renewal processes workflows and member experience operations 

Member Experience and Engagement 

• Serve as a primary point of contact for member questions concerns and support needs 

• Monitor shared inboxes and ensure timely clear and helpful responses 

• Identify gaps in member understanding or engagement and recommend improvements 

• Support engagement initiatives including AMS Connect Resource Library and other member benefits 

• Monitor member interactions and conversations to surface trends needs and opportunities for outreach 

Membership Operations Support 

• Process membership applications renewals and account updates with accuracy and timeliness 

• Manage invoicing payments and follow-up on outstanding balances i 

• Maintain accurate member records and documentation within the database 

• Assist with data tracking and reporting related to retention and engagement 

• Support continuous improvement of workflows by identifying inefficiencies 

Events and Cross-Functional Support 

• Support membership-related aspects of event registration including member inquiries registration support and reporting 

• Collaborate with Events and Marketing teams to ensure alignment in member communications and experience 

• Participate in the execution of the Annual Conference and other events with a focus on member experience 

Other Responsibilities 

• Support special projects as assigned 

• Contribute to a collaborative responsive and member-focused team environment 

Qualifications :

• Experience in membership services customer success account management client services nonprofit engagement admissions/enrollment hospitality or another relationship-focused role  

• Demonstrated ability to build positive relationships support retention efforts and provide high-quality service in a fast-paced environment  

• Strong written verbal and interpersonal communication skills 

• Ability to manage multiple priorities simultaneously while maintaining strong attention to detail accuracy and follow-through  

• Strong organizational and problem-solving skills with the ability to work independently take initiative and identify opportunities for improvement  

• Experience working with databases CRM platforms association management systems or similar technology tools to maintain records track activity and support reporting  

• Proficiency in Microsoft Office Suite and comfort learning and navigating new technology platforms and systems  

• Ability to analyze information identify trends or gaps in member engagement and recommend solutions that improve member experience and retention  

• Experience supporting invoicing payment follow-up collections or account reconciliation preferred  

• Demonstrated ability to communicate effectively with constituents including a pleasant friendly and courteous telephone manner; strong customer service skills; demonstrated ability to maintain records and information in an organized manner 

Additional Information :

AMS has a strong benefit package including Medical Dental Vision 403(b) Life Insurance Long Term Disability and generous Paid Time Off Sick Days Holidays and other time off. 

The American Montessori Society is an equal opportunity employer and does not discriminate on the basis of sexual orientation gender identity or expression race color religion national origin sex age marital status disability veteran status genetic information family responsibility political affiliation or any other status protected by applicable laws.

No calls please.

Remote Work :

Yes

Employment Type :

Full-time