Membership Coordinator

NACD•Arlington, TX

12d•Hybrid

About The Position

NACD is the trusted association for board directors, dedicated to helping leaders build successful companies for almost 50 years. As a peer-to-peer network of over 24,000 individuals, 1,750+ boards, and 20 chapters, NACD empowers directors to navigate complex governance landscapes through education, research, events, and connections. Employees at NACD are crucial in delivering exceptional member experiences, building relationships, and supporting business leaders. The Membership Coordinator role focuses on supporting the experience, engagement, and retention of corporate and individual members. This hybrid position combines member service with operational excellence, assisting members with inquiries, renewals, transactions, resource connection, and relationship development. Membership Coordinators act as trusted resources, partnering with advisors, managers, and internal stakeholders to ensure a high-quality member experience. This role offers interaction with Fortune 1000 directors, C-suite executives, and business leaders, fostering expertise in corporate governance, relationship management, and member engagement. The ideal candidate is adept at building relationships, problem-solving, delivering exceptional service, and developing skills for long-term member success.

Requirements

Bachelor's degree or equivalent combination of education and relevant experience.
Minimum of 2+ years of relevant professional experience.
Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
Experience working with CRM or membership database systems.
Demonstrated customer service, member service, or client service experience.
Strong written and verbal communication skills.
Ability to effectively manage multiple priorities and deadlines.
Professional presence and comfort interacting with senior executives and business leaders.

Nice To Haves

Experience working in associations, membership organizations, professional services, or executive-facing environments.
Experience with relationship management, account support, or member engagement activities.
Experience supporting high-touch customer or client relationships.
Knowledge of corporate governance, education, or related industries.
Salesforce experience.

Responsibilities

Manage shared inboxes, case queues, and member inquiries while meeting established service standards.
Respond to member inquiries regarding membership benefits, educational programs, products, research, and available resources.
Operate membership support channels, including phone, email, and case management systems.
Troubleshoot member access issues and coordinate timely resolution.
Support members with access to director education courses, certifications, event registration, and content recommendations.
Triage and escalate complex member issues to appropriate internal teams.
Maintain a professional, responsive, and relationship-oriented approach to member interactions.
Develop an understanding of members' organizations, objectives, and support needs.
Build trust and positive relationships through consistent, high-quality service.
Support corporate and individual member renewal efforts.
Conduct renewal outreach and follow-up communications.
Partner with internal stakeholders to support member retention goals.
Identify opportunities to connect members with relevant NACD products, services, programs, and educational offerings.
Develop commercial awareness through product knowledge and member conversations.
Contribute to member retention by building trusted relationships and providing proactive support.
Develop relationship management skills that support future growth opportunities within the Membership Team.
Process membership transactions, renewals, and payments.
Generate and distribute member documentation, transcripts, receipts, member onboarding materials, and related correspondence.
Maintain accurate member records within Salesforce CRM and other membership systems.
Coordinate with internal departments to resolve transactional issues, payment discrepancies, and administrative inquiries.
Support the development and maintenance of standard operating procedures and process documentation.
Contribute to continuous improvement initiatives that enhance operational efficiency and member experience.
Ensure accuracy, completeness, and confidentiality in all member records and transactions.
Collaborate with Membership Advisors, Managers, and cross-functional teams to deliver an exceptional member experience.
Support departmental initiatives and operational coverage to ensure continuity of membership services.
Maintain knowledge of NACD's products, programs, educational offerings, and member resources.
Participate in ongoing learning and professional development to support continued growth within the Membership Team.
Perform other duties as assigned.