Director, Membership and Chapter Services

The Director of Membership and Chapter Services provides leadership and strategic direction for the Association’s Member and Chapter Services department. They oversee the day-to-day operations of the department.

Operating under a Federation model, PHCC has a network of over 120 state and local chapters across the US. The Director will develop strong relationships with the state and local chapters and foster leadership development throughout the Federation.

This role will provide financial and budgetary oversight and will collaborate with PHCC members, volunteers, and staff on chapter support, chapter relations, member services, and PHCC national operational functions.

Job Summary:

The Director of Membership and Chapter Services provides leadership and strategic direction for the Association’s Member and Chapter Services department. This role oversees the day-to-day operations of the department, develops strong relationships with the state and local chapters, and fosters leadership development throughout the Federation. The Director will provide financial and budgetary oversight and collaborate with PHCC members, volunteers, and staff on chapter support, chapter relations, member services, and PHCC national operational functions.

Essential Responsibilities:

Membership and Chapter Relations

- Cultivate relationships with PHCC chapters to support recruitment and retention efforts.

- Work closely with the Manager, Member Services, and Chapter Relations to maintain contact with chapters and communicate consistent messages.

- Attend local chapter meetings and events and actively seek out industry engagements to nurture and maintain relationships with local and state chapter executives, board members, and other industry stakeholders.

- Oversee orientation for new chapter executives.

- Create and implement the strategic plan and initiatives for PHCC’s chapters that support the long-range plan and strengthen the federation.

- Facilitate strategic planning for state chapters.

- Develop leadership training programs for chapter executives and volunteers.

- Work with the finance department to execute the dues renewal process.

- Build, maintain, record, and audit departmental policies and procedures.

- Manage marketing initiatives to retain and increase members, including annual renewals.

- Collaborate with the marketing and communication team to develop strategic communications highlighting the benefits of PHCC National membership and opportunities for engagement.

- Help members utilize the website and other digital benefits.

- Oversee new member onboarding.

General Responsibilities

- Collaborate with PHCC staff to develop plans to achieve goals outlined in PHCC’s Strategic Plan to improve member communication, service, and satisfaction.

- Prepare and manage the annual departmental budget.

- Collaborate with the Finance department on management of the Association’s AMS.

- Collaborate with the PHCC team to increase attendance at annual meetings.

- Manage and empower the Manager, Member Services and Chapter Relations, and the Member Services Specialist to ensure their success and build a thriving team.

- Oversee member care to enhance the phone system, customer requests, and implement new initiatives through technology.

- Serve as liaison for committees and task forces as needed.

- Participate in monthly staff meetings and executive committee meetings.

- Perform other duties as required.

Skills, Knowledge, and Abilities:

- Strong association experience in chapter relations and membership with at least 7-10 years of experience, with 3-5 years leading and managing teams.

- Experience working with federations, chapter-based membership models preferred.

- Operational and project management skills.

- Experience developing initiatives and executing an organization-level strategic plan through project management.

- Understanding of Association Management Systems (AMS), Microsoft Packages, and other APIs.

- Demonstrated customer service orientation with strong communication skills.

- Ability to work in a close team environment, manage competing priorities, and a willingness to critique and improve current practices.

- Ability to make decisions, render judgments, and take appropriate actions.

- Ability to carefully consider diverse perspectives.

- Demonstrated leadership and initiative.

- Commitment to inclusion, diversity, equity, and access through marketing and communications.

- Excellent relationship-building skills.

- Ability to travel for association events (approximately 15%).

- CAE preferred.

Education:

- College degree or equivalent experience with ten+ years of program management experience.

Supervisory Responsibilities:

- This position supervises and supports Member Services and Chapter Relations staff.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No nights

Ability to Relocate:

• Falls Church, VA 22046: Relocate before starting work (Required)

Work Location: In person