Manager, Member Group Engagement

The Institute of Internal Auditors Inc•Lake Mary, FL

1d•Hybrid

About The Position

The Manager of Membership Group Engagement supports the success of member groups by coordinating engagement initiatives, partnering with volunteer leaders, and ensuring consistent, mission-aligned experiences. This role serves as a key point of contact for member group leaders, providing guidance, resources, and operational support to foster participation and connection. The Manager collaborates with internal teams to implement group engagement programs, monitor participation, and identify opportunities to strengthen group effectiveness and member experience. This role requires strong organization, communication, and a commitment to supporting volunteer-led communities.

Requirements

Typically, 5+ years’ experience
Bachelor’s degree required.
Supports member group participation, connection, and overall engagement.
Ensures consistent, positive experiences across member groups.
Responds to group needs and inquiries in a timely, service oriented manner.
Serves as a primary point of contact for member group leaders and volunteers.
Provides guidance, tools, and resources to support volunteer-led activities.
Builds strong, respectful relationships with diverse volunteer leaders.
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.
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.
Expert ability to work in a computerized environment with knowledge of Microsoft Office products.
Web-related computer skills listed above.

Responsibilities

Lead, coach, and develop a team of associates who support administrators managing group memberships, enterprise licenses, seat-based programs, and organizational access.
Build the team’s capability to communicate confidently with administrators at all levels, from program coordinators to senior executives within member firms.
Strengthen associates’ consultative skills, enabling them to guide administrators through account management, renewals, onboarding workflows, and program optimization.
Create training programs that enhance sales awareness, enabling associates to identify upsell opportunities such as additional seats, expanded licenses, or upgraded benefits.
Foster a culture of professionalism, ownership, continuous learning, and proactive problem-solving across all administrator interactions.
Ensure the team provides exceptional service to organizational administrators, delivering accurate, efficient, and executive-ready communication across all channels.
Promote one-call/one-touch resolution, reducing administrative effort and enabling frictionless management of organizational rosters, benefits, and digital access.
Serve as point of escalation for complex administrator inquiries, demonstrating strong executive presence and relationship stewardship.
Maintain high CSAT, NPS, and relationship health scores for organizational accounts, using feedback to drive improvements.
Guide associates in building trusted advisor relationships that strengthen organizational loyalty and increase program adoption.
Oversee the full lifecycle of group membership programs, including onboarding, setup, renewal planning, and ongoing roster management.
Ensure accurate administration of organizational rosters, including adding/removing members, assigning seats, granting access credentials, and managing data integrity.
Develop and optimize workflows for seat utilization, helping administrators ensure full use of licenses and identify gaps or expansion opportunities.
Collaborate with Finance, Sales, and Membership teams to support invoice processing, contract terms, and renewal timelines for group accounts.
Educate administrators on program features, entitlements, digital tools, and self-service capabilities, increasing adoption and reducing inquiries.
Equip associates to recognize organizational growth signals, such as unused benefits, expanding headcount, or increased engagement—leading to upselling conversations.
Develop scripts and coaching models for value-based selling, positioning additional seats, upgraded licenses, learning programs, certifications, or enterprise solutions.
Oversee proactive outreach to administrators for renewals, roster expansion, underutilized seats, onboarding campaigns, and engagement initiatives.
Partner closely with Sales/Account Management teams to ensure seamless handoffs and to support expansion and retention strategies for organizational clients.
Analyze organizational utilization data and engagement patterns to identify new wallet-share opportunities and improve retention rates.
Lead structured root-cause analysis for recurring issues related to roster management, digital access, seat allocation, billing, or program understanding.
Work cross-functionally with Digital, Product, IT, and Operations teams to resolve systemic issues affecting group program administration and administrator experience.
Identify trends in administrator inquiries, developing recommendations to simplify processes, update digital tools, eliminate friction, and improve program clarity.
Drive continuous improvement projects that reduce inquiry volume, minimize manual interventions, and enhance administrator and member experiences.
Maintain and enhance knowledge bases, SOPs, training guides, and self-service resources so administrators have clear, intuitive tools for managing their organizational accounts.