Manager, Membership Services

Job Overview

The Manager, Membership Services will partner with the Director of Membership & Engagement to drive membership growth, enhance data quality and control, and evaluate the effectiveness of the customer service function.

Accountabilities (are the critical activities and results the position is held accountable to produce)

• Support ASM Business Units          


• Drive Membership & Engagement 


• Support Volunteer Organization & Events


• Program Management


• Project Management

Essential Functions (defines the critical end results expected of the jobholder related to the accountabilities above)

• Lead Customer Service operations to ensure consistent, accurate, and timely support, while capturing and synthesizing member feedback to inform strategic decisions.


• Oversee the annual membership renewal cycle, including execution, performance tracking, and continuous improvement efforts.


• Partner cross-functionally with IT, Finance, and other departments as needed to enhance the digital member experience, optimize systems and workflows, and align organizational priorities.


• Establish and maintain data governance standards and oversee data quality to ensure accuracy, consistency, and integrity of membership records.


• Analyze membership data and key performance metrics to identify trends, risks, and opportunities that drive retention, engagement, and growth.


• Contribute to membership strategy by supporting member benefits, engagement programs, and acquisition and retention initiatives to support membership growth.


• Oversee membership presence at events including membership booth operations, staffing and onsite engagement and perform additional responsibilities as needed to support evolving business priorities.


• This position description should not be construed to contain every function/responsibility that may be required to be performed by an incumbent in this job. Incumbents are required to perform other functions as assigned.

Technical Competencies (are applied or practical knowledge and skills needed for effective technical performance)

• Domain Knowledge – Demonstrates professional/technical knowledge, skills, and expertise within functional areas. Stays current on best practices and the ability to apply that knowledge and/or skill in a variety of work situations.


• Project Management Skills – Plans, initiates, executes, controls, and closes projects. Tracks and manages resources, timeliness, costs, deliverables, and performance, and implements contingency plans, if necessary, to ensure projects are successfully completed.


• Organizational Knowledge – People who are organizationally “savvy”, like to dive into the deep dive with regard to internal and external developments, excel in dynamic environments with many stakeholders, projects, and processes.


• Presentation & Written Communication Skills – either “one-on-one" or within a group setting, employing the use of various media to share ideas, convey information, and obtain necessary inputs in a clear and concise manner.


• Enterprise Processes and Technologies – Understands and effectively uses standard office equipment such as personal computers/laptops, and office automation software. Uses new, specialized or the organization-specific equipment, technologies, software, databases, and systems, as required, in accordance with the organization policies. Up to date on social media and uses it appropriately on behalf of ASM.

Behavioral Competencies (are observable behaviors and skills that matter most for success)

• Instills Trust (Respect/Honor) – Gaining the confidence and trust of others through honesty, integrity, and authenticity.


• Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.


• Drives Results – Consistently achieving results, even under tough circumstances.


• Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.


• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.


• Values Differences – Recognizing the value that different perspectives and cultures bring to an organization.


• Decision Quality - Making good and timely decisions that keep the organization moving forward.


• Courage - Stepping up to address difficult issues, saying what needs to be said.


• Ensures Accountability – Holding self and others accountable to meet commitments.


• Build Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.


• Business Insight - Applying knowledge of the industry and the marketplace to advance the organization's mission.

Supervisory Responsibility

• For employees reporting directly to this position, the incumbent is responsible for making hiring decisions, managing the annual performance appraisal process, coaching, mentoring, and providing approval for vacation & time-off requests


• All facets of this position are self-directed within the policies and procedures approved by the Board of Directors, and guidelines established by the department’s Director in partnership with the organization’s Senior Leadership team


• In partnership with the department’s Director, this position is responsible for departmental decision-making regarding personnel actions, the acquisition and utilization of resources, procedures, and control systems


• This position supports the department’s Director in overseeing the development of budgets for all existing programs and new proposals, providing signatory approval for expenditures, contracts, subcontracts, and personal service agreements

Physical Demands

This role is primarily sedentary and involves prolonged periods of sitting and extensive use of computers and other digital devices. Employees may be required to engage in repetitive motions such as typing and mouse use. Occasional movement may be necessary to access office supplies or equipment within a home or remote workspace. This requires a reliable internet connection and a suitable home office setup, including standard equipment such as a computer, monitor, keyboard, mouse, and headset. Ergonomic considerations are encouraged to promote comfort and reduce physical strain during extended work hours.

Equal Opportunity Employer

ASM is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any kind and make employment decisions without regard to race, color, religion, age, sex (including pregnancy), national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws.

Reasonable Accommodation

ASM is committed to providing reasonable accommodation to qualified individuals with disabilities in accordance with applicable laws. If you require accommodation to participate in the application or interview process, please contact [email protected] so we can engage in an interactive process to support your participation.

Pay Transparency Statement

This position has a salary range of $105,024 – $139,162. Actual compensation will be determined based on factors including relevant experience, skills, qualifications, internal equity, geographic considerations, where applicable, and market data. 

In addition to base compensation, ASM offers a comprehensive benefits package, that includes medical, dental, and vision coverage, retirement benefits, paid time-off, and other employee wellness programs.