Director of Community Engagement

ABOUT THE ROLE

Associations International is seeking a Director of Community Engagement to join the Quest Oracle Community team! As the Director of Community Engagement, you will lead the growth and retention efforts of our membership base while fostering community engagement within our association. In this role, you will be responsible for recruitment, retention, referral partnerships, and membership operations, as well as managing Special Interest Groups (SIGs), advisory boards, and ad hoc focus groups. The role includes optimizing processes and systems to support these initiatives effectively and implementing strategies to keep the community active and engaged.

The Director of Community Engagement will report to the Executive Vice President. This is a hybrid position requiring one in-office day per week, and the ideal candidate will reside in or around Lexington, Kentucky.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Oversight of Membership Operations team

• Direct key-customer paid account renewals:

• Develop and execute renewal strategies to retain existing paid members
• Build strong relationships with key accounts to understand their needs and maximize retention rates
• Monitor renewal timelines and proactively address potential issues to ensure high renewal rates
• Analyze member engagement and satisfaction data to inform retention strategies

• Develop and direct action plans to increase loyalty and member participation and involvement, including onboarding/account activation, renewals, member relations, and retention
• Establish, maintain and continuously improve Standard Operating Procedures (SOPs) for membership processes and operations
• Ensure accuracy and completeness of membership records and demographic information
• Generate membership reports and conduct trend analysis by community or segment
• Establish protocols for responding to member inquiries and requests promptly
• Maintain high standards of member service and satisfaction

Oversight of Membership Communications team

• Ensure consistent and effective communication with members across all channels
• Oversee member onboarding processes to enhance new member experiences
• Optimize event outreach strategies to increase member participation and engagement

Oversight of Membership Sales Team

• Ensure the delivery of a structured membership-sales process from lead generation through to membership conversion, including:
• Delivering pipeline and reporting systems that drive new paid corporate member sales goals.
• Delivering targeted campaigns and collateral to support membership sales.
• Delivering an optimized referral processes to increase membership acquisition and retention.

Ensure synergy between membership operations, communications and sales teams to deliver Quest’s membership goals.

Develop and direct Quest’s Community Engagement Strategies

• Implement initiatives to enhance overall community engagement and participation
• Work with group leaders to engage with community, increase group participation, maintain leader satisfaction/commitment and ensure healthy forum usage and value
• Organize networking events, webinars, and other activities to connect members and promote interaction
• Monitor community feedback and adjust engagement strategies as needed to meet member needs and expectations
• Facilitate advisory boards, and ad hoc focus groups to drive member engagement and collaboration
• Develop strategies to keep these groups active and aligned with Quest’s strategic goals

Direct Quest’s Volunteer management plan

• Ensure volunteer participation and leadership in the community at all levels and that the volunteers are supporting Quest’s overall strategies
• Ensure volunteers are trained and are effective in their respective roles
• Direct a communication plan that provides consistent communications with Quest’s volunteers
• Effectively recognize and show appreciation to volunteers
• Continuously recruit for new volunteers
• Other duties as assigned