Manager, Member Engagement

The Institute of Internal Auditors Inc•Lake Mary, FL

1d•Hybrid

About The Position

The Manager of Membership Engagement supports the planning and execution of programs and initiatives that enhance member participation, satisfaction, and retention in support of organizational goals. This role serves as a key point of contact for members, chapters, and volunteer leaders, ensuring consistent, positive engagement experiences across programs and touchpoints. The Manager works collaboratively with internal teams to deliver member-focused initiatives, track engagement outcomes, and identify opportunities to improve processes and services. This role requires strong organization, communication, and a commitment to delivering inclusive, mission-driven member experiences.

Requirements

Typically, 5+ years’ experience
Bachelor’s degree required.
Supports programs and initiatives that enhance member satisfaction, participation, and retention.
Delivers consistent, member-centered experiences across engagement channels and touchpoints.
Responds to member needs and feedback in a timely, solutions-oriented manner.
Serves as a primary point of contact for chapter and group leaders
Provides guidance, tools, and resources to support volunteer-led engagement.
Escalates issues and shares insights with leadership as needed.
Tracks engagement metrics, participation, and feedback.
Maintains accurate records and prepares reports to inform decision-making.
Uses data to identify trends and opportunities for improvement.
Communicates & teams across functions.
High-level proficiency in critical communication skills.
Strengthens and fosters internal and external relationships.
Speaks to smaller groups in area of specialty.
Manages and resolves operational, functional and organizational problems.
Solves complex problems by taking a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information.
Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines.
Anticipates business and regulatory issues; recommends product, process or service improvements that will elevate and distinguish The IIA.
Key skills: industry knowledge, talent management, problem solving, communication.
Expert ability to work in a computerized environment with knowledge of Microsoft Office products.
Web-related computer skills listed above.
Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community.
Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Lead, mentor, and continuously elevate the skills of member-facing associates, ensuring strong communication, consultative service, and professional presence.
Develop associates’ capabilities in relationship-building, active listening, and situational communication tailored to members of all levels—from frontline staff to senior executives.
Provide ongoing training and coaching in value-based conversations, sales awareness, membership benefits articulation, and growing organizational wallet share.
Implement structured skill-building programs including shadowing, role-play, certifications, and performance improvement plans to maintain a high-performing customer-facing team.
Foster a culture of accountability, ownership, and continuous learning, encouraging associates to proactively identify improvements and innovate.
Ensure the team delivers superior, polished communication—oral and written—demonstrating clarity, professionalism, and adaptability to diverse member roles and industries.
Drive operational excellence through one-call/one-touch resolution, reducing member effort and increasing satisfaction.
Model and enforce high emotional intelligence and executive communication standards for resolving complex or escalated inquiries.
Monitor service quality, tone, and accuracy, providing feedback that strengthens associate confidence and capability.
Lead initiatives that increase CSAT, NPS, and overall member sentiment, including follow-through and accountability programs.
Equip associates with consultative sales techniques, enabling them to uncover needs, position solutions, and promote relevant programs, products, and learning.
Develop scripts and coaching plans that integrate value-based selling into everyday service interactions without compromising trust or service-first orientation.
Oversee proactive outreach campaigns that drive renewals, onboarding engagement, certification adoption, and product participation.
Collaborate with Marketing, Membership, and Product teams to align messaging and empower associates to guide members through the full suite of offerings.
Analyze member lifecycle data and organizational engagement patterns to identify opportunities for expanding relationship depth and wallet share.
Lead root-cause analysis sessions to identify systemic drivers of inquiries and develop sustainable fixes across digital, product, policy, and operational workflows.
Partner cross-functionally with digital, technology, product, and web teams to eliminate friction points—logins, payments, navigation, data integrity, checkout, etc.
Identify and document recurring issues and emerging trends, transforming service insights into actionable recommendations and experience improvements.
Own continuous improvement projects that streamline processes, elevate associate performance, and reduce operational waste.
Champion member advocacy by translating feedback into enhancements that improve digital journeys, content clarity, workflow speed, and product satisfaction.
Use data dashboards and performance analytics to guide coaching, workforce planning, quality initiatives, and process improvements.
Prepare and deliver reporting on team performance, sales influence, member engagement, call drivers, trends, and operational risks.
Own maintenance and accuracy of the knowledge base, ensuring associates are equipped with the right information to deliver confident, consistent service and sales messaging.
Ensure compliance with data privacy, professional standards, and organizational policies, embedding these expectations into training and QA processes.
Support technology and MarTech enhancements (CRM/AMS, automation tools, experience platforms) that enable associates to elevate interactions and drive measurable growth outcomes.