Sr. Account Manager, Professional Membership, Member Relations

American Heart Association•Dallas, TX

1d•Remote

About The Position

Since our founding in 1924, we've cut cardiovascular disease deaths in half, but there is still so much more to do. To overcome today’s biggest health challenges and accelerate this progress, we need passionate individuals like you. Join our movement, be part of the progress, and help ensure a healthier future for all. You matter, and so does the impact you can make with us. We have an excellent opportunity for a Senior Account Manager, Professional Membership, Member Relations, in our Science and Research department! This position can be home-based. The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support locally. #TheAHALife is more than a company culture; it is our way of life. It embodies our commitment to work-life harmonization and is guided by our core values, where our employees can thrive both personally and professionally. Discover why you will Be Seen. Be Heard. Be Valued at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X, and at heart.jobs. This individual is responsible for building and maintaining positive relationships with members of the American Heart Association. This position serves as a subject matter expert (SME) for member relations including member experience, satisfaction, and retention efforts. A primary responsibility is leveraging member programs and innovative engagement strategies, including but not limited to digital interfaces, to significantly impact membership growth and retention, as well as member engagement and satisfaction. Working closely with the OSO department leads, membership account managers, Professional Heart Daily lead, and other collaborators, the Sr. Manager will support and amplify Council-specific multi-channel marketing and communication strategies tailored to impact professional membership engagement, participation in American Heart Association conferences and events, and membership promotional activities. The Sr. Manager is responsible for a member’s seamless navigation and access to key information across the OSO portfolio, including member benefits, scientific meetings, research awards, journal activities, council awards, the latest scientific statements and guidelines, and other resources such as the job board, volunteer search tool, among others. The position is responsible for crafting the membership experience at American Heart Association meetings and conferences, as well as developing and executing strategies for prospective member engagement at these events. Lead and sustain overall member relationships through innovative and scalable strategies designed to enhance member satisfaction. With experience in member relationship management, customer service, market research, CRM databases, and decision-making analytics, this position is responsible for identifying high-converting and emerging trends and categories that promote member engagement and participation in American Heart Association activities and events. To craft storytelling and content-focused communications to American Heart Association professional members and prospective members. Working closely with account managers on the team, this position will facilitate opportunities using multiple vehicles to listen to members on an ongoing basis and learn about their evolving needs. As the content lead within the membership team, this individual is responsible for optimizing the content strategy across the 16 Councils and designing the user experience via the e-newsletter and the PHD website. Responsible for developing and implementing communication and other strategies to keep members informed and engaged in a timely and cutting-edge manner, especially with respect to attendance in American Heart Association scientific meetings, research and council awards, journal activities, international affinity groups, membership promotions, and other pertinent science highlights.

Requirements

Bachelor’s degree in marketing, Communications, Business, or a related field, or equivalent experience.
Five (5) years of experience in marketing management, preferably within a science, health care, or education environment.
Demonstrated ability in membership and member relationship experience
Strong expertise in digital marketing channels, creative production, and multi-channel campaign management.
Experience with CRM or other membership management systems.
Demonstrated ability to manage large-scale projects with multiple stakeholders.
Experience with performance marketing, market analysis, and reporting on campaign ROI.
Excellent communication and presentation skills, with the ability to engage senior leadership and external partners.
Demonstrated ability in the design and delivery of digital and print collateral.
Excels in preparing written, audio, and video communications with the ability to format and present to internal and external stakeholders.
Advanced ability to influence in a matrixed environment.
Excellent organizational and time management skills to prioritize and meet deadlines.
Experience leveraging data to drive outcomes and measure impact at the individual and program level.
Ability to work independently, exercise good judgment, and creatively problem solve.
Ability to travel 15%- 20% local and overnight stay.

Responsibilities

Manage member communications, including newsletters, emails, social media, and other channels.
Amplify the member voice through success stories and feedback collection.
Develop and deliver presentations and orientation materials for members.
Represent the organization at member events and meetings.
Develop, plan, and execute focused marketing campaigns within councils for specific alliances, population segments, and specialties of care, including content marketing, web, social media, and science translation into layman's terminology.
Oversee marketing activities specific to conferences; design projects; team collaborations for programming specialties, councils’ offerings, and numerous digital and print projects.
Handle project timelines, deadline compliance, and effective communication and dissemination.
Create custom council-centric messaging targeted towards amplifying member benefits and engagement opportunities.
Identify opportunities to improve member experience and satisfaction. Draft the member engagement content strategy and roadmap to meet YoY membership recruitment, retention, and renewal goals.
Cultivate and maintain positive relationships with members, both existing and prospective.
Understand member needs and preferences and support response to concerns promptly and effectively.
Develop a content roadmap, in partnership with key collaborators, identifying and ideating emerging marketing trends.
Designs and creates member experience at all American Heart Association conferences.
Develop, plan, and execute focused marketing campaigns within councils for specific alliances, population segments, and specialties of care, including content marketing, web, social media, and science translation into layman's terminology.
Be responsible for marketing activities and Professional Heart Daily content specific to conferences; design projects; team collaborations for programming specialties, councils’ offerings, and numerous digital and print projects. Handle project timelines, deadline compliance and effective communication and dissemination.
Build a member event calendar for quality engagement, learning, networking, and events
In concert with Integrated Marketing, develop and direct digital (PHD and Connections e-newsletter) and print materials for assigned programs such as Scientific Sessions, Journal, Research, or other publishing, and membership campaigns.
Amplify communications using best practices to significantly increase abstract submissions, member participation, and registration to American Heart Association programs or meetings.
Design strategies for membership recognition and showcasing American Heart Association members on social media and in American Heart Association collateral to be used onsite at meetings and virtually
Focus on new member acquisition, member retention, and growth strategies.
Identify and address potential turnover risks.
Promote member engagement and participation in activities and American Heart Association meetings and conferences.
Coordinate with membership, research, and meetings and event teams to align promotional efforts with key OSO initiatives and performance targets.
Collaborate on strategies to improve member satisfaction and retention.
Establish trusted communication with senior-level volunteers and anticipate needs and expectations. Deliver exceptional customer service to both internal and external customers.
Foster alliances with cross-functional teams internally and externally, in both the domestic market and internationally.
Track and analyze member data to identify trends and opportunities to help inform changes in retention strategy and new tactics to implement.
Manage member attendance data, reporting metrics, and plans
Lead all market research efforts and surveys, as well as reporting results and future year planning based on results. Research best practices, competitors, as well as targeted international and regional growth and regional.
Aggregate and analyze data and information using internal tools, surveys, and available data to gather insights and propose actionable process improvements or program development.
Lead all market research efforts and surveys, as well as reporting results and future year planning based on results. Research best practices, competitors, as well as targeted international and regional growth and regional.
Analyze performance data and draw content insights; report on campaign and performance, and present learnings/results to the VP of Membership.

Benefits

Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs; eligibility for an incentive program is based on the type of position.
Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

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