Membership Coordinator in Washington, District of Columbia at Mathematical Association of America

The Membership Coordinator is a key member of the Membership team, serving as the primary relationship-oriented point of contact for MAA’s individual members, department/organizational members, and prospective members. This role is responsible for delivering personalized, high-touch member service; executing recruitment and retention campaigns developed in partnership with the Director of Marketing & Communications; and representing MAA at section meetings and professional conferences throughout the year.

This position works in close coordination with the MAA Service Center, which handles transactional membership processing, allowing the Membership Coordinator to focus on the quality of the member experience, campaign execution, and data-informed engagement. The role reports directly to the Director of Marketing & Communications.

Job Responsibilities

To perform this role successfully, an individual must be able to carry out each essential duty effectively. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Additional duties may be assigned as organizational needs evolve.

Member Relations & Engagement

• Serve as a high-touch point of contact for members with nuanced inquiries, escalated service needs, or requests that benefit from a personal response both in person and through phone, video, and email.
• Cultivate relationships with current, lapsed, and prospective members in ways that reflect MAA’s values and community
• Represent MAA at select section meetings, professional conferences, and other events; proactively engage members and prospective members on behalf of the organization
• Support the onboarding experience for new members, ensuring a welcoming and informative introduction to MAA benefits and programs
• Oversee the “In Memoriam" column in MAA FOCUS coordinating with member authors and editors

Recruitment and Retention Campaign Execution

• Implement recruitment and retention campaigns, in coordination with the Marketing & Communications team, developed by the Director of Marketing & Communications, including email outreach, direct mail, and digital promotions
• Draft and coordinate follow-up communications throughout the annual renewal cycle, including targeted outreach to lapsed and at-risk members
• Collaborate with the Development Department under the direction of the Senior Manager of Philanthropic Services and Operations for multi-purpose member outreach
• Track campaign activity and help assess effectiveness in coordination with the Marketing & Communications team; surface insights and feedback from member interactions to inform future strategy
• Support list preparation and segmentation for targeted outreach efforts in coordination with IT

AMS & Data Coordination

• Maintain accurate and up-to-date member records in MAA’s association management system (AMS) in Fonteva/Salesforce, cross-referencing and coordinating information with development’s database
• Pull reports and contribute to regular membership summaries and trend analyses
• Serve as a coordinating liaison with the MAA Service Center on membership processing questions, exceptions, and record discrepancies
• Assist with membership data pulls in support of campaigns, committee work, and staff requests
• Track membership data including renewal dates to minimize lapses in membership, in coordination with IT

Departmental Support

• Collaborate with colleagues across the organization, particularly those with member-facing roles, to coordinate outreach, share insights, and deliver a cohesive member experience
• Assist with the annual membership directory and other membership-related publications or resources
• Contribute to the development of membership materials, prospect packets, and promotional content as needed
• Coordinate with the Senior Manager Senior of Philanthropic Services and Operations to ensure seamless member/donor experience
• Other duties as assigned

To perform this job successfully, an individual should possess the knowledge, skills, and abilities, education, training, and/or work experience listed here.

Education

• Bachelor’s degree or equivalent combination of education and work experience

Experience

• 2 years of experience in customer relations, member-facing marketing, member relations or a related field
• Experience working in an association or nonprofit membership environment preferred

Knowledge, Skills, and Abilities

• Exceptional interpersonal skills with a demonstrated ability to build and maintain relationships with diverse constituencies
• Strong written and verbal communication skills; able to represent the organization with professionalism in person and in writing
• Ability to manage multiple projects simultaneously with attention to detail and follow-through
• Proficiency in Google Workspace (Docs, Sheets, Gmail, Drive)
• Familiarity with association management systems (AMS) or CRM platforms preferred
• Comfort with data reporting and basic analysis; ability to translate data into actionable insights a plus

Competencies

• Customer Service: Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.
• Communication: Understand and communicate effectively with others using a variety of contexts and formats, which include writing, speaking, reading, listening and interpersonal skills.
• Interpersonal Awareness: The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others.
• Creativity: Generates new ideas, supports change, provides innovative solutions, solves problems creatively.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Flexibility: Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Teamwork: Contributes to meeting team deadlines and responsibilities, listens to others and values opinions, helps team to meet goals, welcomes newcomers and promotes a cooperative team atmosphere

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift up to 20lbs to support event set up and teardown

Work Environment

• General office with a hybrid work schedule with Tuesday and Wednesday required in office in Washington, DC.
• Some evening and weekend work to support events

Travel

• Ability to travel up to 15%