Affiliate & Member Engagement Specialist at National Apartment Association – Arlington, Virginia

The Affiliate & Member Engagement Specialist provides essential day to day support to NAA’s affiliate network by responding to requests, coordinating programs and resources, and ensuring affiliates have a positive, seamless experience with NAA services. This work is meaningful because it directly supports NAA’s mission to be a trusted resource for the rental housing industry by strengthening communication, collaboration, and operational support across the federated network—helping advance NAA’s vision of rental housing as a valued partner in every community. The role is fulfilling for someone who enjoys helping others, building relationships, and contributing to team success through strong customer service, attention to detail, and follow-through. By working collaboratively across departments, supporting data accuracy and compliance, and assisting with programs, communications, and events, the Specialist models NAA’s workplace values of accountability, collaboration, inclusion, integrity, and excellence while developing skills in association operations and member engagement.

Principal accountabilities

• Serve as a primary point of contact for affiliates by providing timely, courteous, and solutions-oriented customer service in coordination with Resource Directors, responding to requests, questions, and concerns related to NAA programs, services, and policies.
• Coordinate with internal NAA departments to facilitate affiliate requests, escalate issues as needed, and ensure clear and consistent follow-up.
• Support the administration of affiliate and member programs, initiatives, and resources, including assisting with the coordination and implementation of new projects as identified by department leadership.
• Maintain and manage affiliate records, reports, and databases; adhere to NAA’s Data Accuracy Policy to ensure data integrity, compliance, and reliable reporting.
• Communicate proactively with affiliate leaders regarding reporting requirements, deadlines, and processes; collect and review submitted information for completeness and accuracy.
• Assist with affiliate communications, including developing and distributing newsletters, updates, and other routine communications in collaboration with the Communications team.
• Manage and update designated affiliate web platforms and resource libraries, including routine content curation and maintenance.
• Provide logistical and administrative support for affiliate-related meetings, webinars, training programs, and events, including conference sessions and leadership programs.
• Support data collection and basic analysis related to affiliate membership reporting, engagement metrics, and satisfaction surveys, preparing summaries to support follow-up by Resource Directors and department leadership.
• Collaborate with the Data & Applications Management (DAM) team on data-related initiatives, serving as a liaison between internal teams and affiliate stakeholders.
• Provide administrative and coordination support to department leadership as needed, including scheduling, documentation, data preparation, meeting materials, and other operational support to ensure efficient department operations.
• Contribute to additional department needs and projects assigned to support team effectiveness and service delivery.

• Bachelor’s degree in a relevant field or equivalent combination of education and experience.
• Two to three (2–3) years of experience in an association or nonprofit.
• Strong customer service and client-facing skills, with a demonstrated enthusiasm for helping others and resolving questions or issues.
• Clear and professional written and verbal communication skills, including the ability to draft routine communications and provide accurate information.
• Solid organizational and time-management skills, with the ability to manage multiple tasks, prioritize responsibilities, and meet deadlines.
• Working knowledge of association management systems, CRM platforms, or similar databases, with the ability to learn new systems quickly.
• Comfort troubleshooting basic issues and escalating more complex problems appropriately within a team environment.
• High attention to detail and a service-oriented mindset, with the ability to follow established processes and maintain accurate records.
• Ability to work both independently and collaboratively as part of a team.
• Proficiency with standard office technology and collaboration tools (e.g., Microsoft 365, databases, web platforms).

Preferred

• Proficiency using Salesforce and Nimble to maintain records, support reporting, and ensure data accuracy.

Travel Requirements

Occasional travel to attend meetings, events, or other offsite functions.

Physical Demands

While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds.

Work Environment

Work is regularly performed in a professional office environment and routinely uses standard office equipment.