Sr. Manager, Membership

Cruise Lines International Association Inc.•Washington, DC

21h•Hybrid

About The Position

The Senior Membership Manager will play a pivotal leadership role within the Membership and Enterprise Development team, support strategic initiatives, providing exceptional service to members, and optimizing membership operations. Members are essential to the organization's success, as they provide the revenue necessary to support CLIA’s advocacy efforts. This role requires an analytical planner who can lead membership operations, manage critical member relationships, and ensure the seamless execution of membership processes, including records management, financial tracking, and reporting. The Senior Membership Manager will also collaborate cross-functionally with key departments such as Finance, IT, and Communications to ensure operational excellence and continuous improvement.

Requirements

Advanced verbal and written communication skills, with the ability to engage effectively with diverse stakeholders.
Exceptional organizational skills and acute attention to detail.
Proven ability to manage multiple priorities and deadlines in a fast-paced environment.
Strategic analytical and problem-solving skills, with a focus on operational improvements.
Proficiency with Microsoft Office Suite, AMS (e.g., Aptify), and CRM software.
Experience in data management and reporting, with a strong understanding of membership-related metrics and forecasting.
5+ years of relevant experience in membership management or a related field, or an equivalent combination of education and experience.
Bachelor’s degree in business, marketing, communications, or a related field is required.

Nice To Haves

Advanced certification or technical degree is a plus.
Proven experience leading membership or engagement initiatives in a trade association or similar organization is highly desirable.

Responsibilities

Manage the daily membership operations, including processing new memberships, renewals, and membership changes
Proactively identify and address member needs and concerns through regular communication and outreach
Supervise membership staff, providing guidance, training, and professional development
Collaborate with Sr. Manager Membership Operations to optimize membership management systems, ensuring accurate record-keeping and data integrity
Coordinate with various departments to ensure consistent member service delivery
Participate in cross-departmental projects that impact membership experience
Support the evaluation and enhancement of existing membership programs
Support cruise line outreach and communication strategies to enhance member engagement and retention.
Manage the annual invoicing and renewal cycle for Membership, ensuring accuracy and timeliness.
Liaise with Finance, and IT departments to ensure precise control, tracking, and reporting of membership and financial records.
Develop and maintain robust tracking systems and documentation to support Membership objectives.
Monitor and analyze renewal payments and trends, managing system updates and amendments in collaboration with the accounting team.
Lead the creation and refinement of membership-related processes, including electronic applications, benefit tables, and website updates.
Collaborate with the engagement team to update, review, and manage the CLIA Who’s Who directory and MyCLIA integration.
Prepare detailed membership reports and key performance indicators (KPIs) for leadership review.
Ensure continuous improvement of member communications, including distributing updated materials, logos, and promotional assets.
Partner with the graphic design team to develop membership-related design elements.
Serve as the point of escalation for complex membership inquiries and issues.
Plan, create, prepare, and execute the sponsorship agreement process.