Manager, Member Retention

Institute of Scrap Recycling Industries, Inc.•Washington, DC

6d•Hybrid

About The Position

The Recycled Materials Association (ReMA) represents more than 1,700 companies in the U.S. and around the globe who play a critical part in providing recycled materials to America’s manufacturing industries. Based in Washington, D.C., we promote safe, economically sustainable, and environmentally responsible recycling through education, networking, and advocacy. The Manager, Member Retention is responsible for increasing member retention and engagement across a portfolio of member companies. Working closely with the Sr. Manager, Member Renewals, this role manages the renewal cycle, supports member onboarding and ReMA’s affinity partner program, and coordinates across ReMA’s chapters and member groups to strengthen participation. The right candidate is organized, member-focused, and comfortable managing relationships and using data to track what’s working.

Requirements

Bachelor's degree or equivalent professional experience.
3-5 years of experience in a member-, client-, or customer-facing role with comfort initiating outreach, managing relationships, and following through; recent graduates with strong internship experience are encouraged to apply.
Clear communicator — comfortable on the phone, in email, and in person with member contacts at all levels.
Experience using CRM or association management systems; comfort with Microsoft Office required.
Detail-oriented and organized, with the ability to successfully oversee multiple member accounts and timelines simultaneously.
Ability to analyze data, draw meaningful insights, and make informed decisions based on findings.
Familiarity with AI tools (such as ChatGPT, Claude, or similar) and an understanding of how to use them effectively and responsibly in a professional setting.

Nice To Haves

Experience with an association or trade organization preferred
Bilingual proficiency (Spanish or other language) are additional pluses.

Responsibilities

Manages a portfolio of member accounts through the annual renewal cycle, with responsibility for retention and revenue goals while proactively identifying at-risk members and addressing concerns through outreach, targeted campaigns, and one-on-one conversations to support renewals.
Serves as the day-to-day contact for member questions and issues — conducting regular check-ins, responding promptly, connecting members with relevant ReMA programs, and bringing feedback back to internal teams.
Keeps member records, renewal activities, and engagement history current and accurate.
Works closely with the Director of Membership Marketing to identify member needs, provide insights that inform communication, retention, and renewal strategies, and support the execution of member engagement campaigns that drive satisfaction and retention.
Coordinates with the New Member Sales Team to ensure smooth handoffs from recruitment to onboarding.
Supports ReMA’s affinity partner program in partnership with Senior Manager, Member Renewals— maintaining relationships with endorsed vendors and service providers, monitoring program performance, and working with Marketing to promote offerings to members.
Leads member renewal campaigns and retention efforts, leveraging chapter engagement opportunities in collaboration with the Director of Chapter Relations. Attends chapter meetings and events as needed.