Regulatory Affairs Professionals Society (RAPS)

Manager of Member & Customer Engagement, Rockville, Maryland

Very prestigious health / Bio / Pharma, non-lobbying global organization headquartered in Rockville, Maryland has an immediate need for a Manager of Member & Customer Engagement.   Regulatory Affairs Professionals Society (RAPS) offers an extremely generous benefits package, one day a week telework, 25 days PTO, ten paid holidays, office closure between Christmas and New Year’s, convenient to metro location, Metro Smartrip subsidy or free parking, Health Reimbursement Account, comprehensive insurance and 403b match.

RAPS is the leading international membership organization for regulatory professionals who are working to ensure the safety, effectiveness, and availability of healthcare products, including medical devices, pharmaceuticals, and biotechnology. We are dedicated to advancing the profession and providing the highest level of support, knowledge, direction, and standards to the regulatory community. Together we are making better healthcare products possible.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

This position serves a critical role in growing and engaging the membership community at RAPS and ultimately increasing RAPS’ membership market share. This is a role that requires key relationship building skills, a creative mindset and critical thinking abilities. By creating and executing a strategic member lifecycle communications plan, and outlining the member journey, this position ensures impactful onboarding and renewal touchpoints that drive engagement and membership growth. This position will also work collaboratively with the marcom team to brainstorm campaign concepts that reinforce the value of membership and RAPS member benefits, as well as identify top prospect targets areas acquisition and conversions. This position is also responsible for the integrity of the association management system, leveraging data analytics and reporting to develop segmented value propositions for member constituencies, and manages the customer service    team to ensure timely, accurate support in all stakeholder interactions. This position reports to the Director of Stakeholder Engagement, but will work collaboratively across all of RAPS’ departments.

Responsibilities include:

  • Develop, manage, and deploy strategies to reinforce member value and increase member retention, including a revamp of renewal process maps. Collaborate with Marketing for enhanced creatives, to update communications and develop value propositions. Create reports to track progress and feedback against organizational goals.
  • Establish and implement strategic approaches that optimize the member journey, increase benefit and community engagement, and improve overall member satisfaction. Overhaul existing onboarding process maps and collaborate cross-departmentally to refresh onboarding tools/communications, and track metrics to demonstrate campaign effectiveness.
  • Support marketing efforts for membership acquisition strategies. Brainstorm campaign concepts, work across departments to create more member and exclusive member benefits. Use data to identify trends that help generate compelling reasons to join and identify prime prospects and target areas for growth.
  • Manage day-to-day membership and customer engagement operations. Oversee and streamline customer service efforts, ensuring the team is trained to provide amenable outcomes while supporting organizational goals. Proactively identify and present solutions to common and/or unique customer and member challenges
  • Ensure that member benefits and programs are prominently positioned to regulatory professionals on all appropriate communication and marketing channels including newsletters, web content, social media (internal and external), at industry events and in printed promotional pieces. Reinforce member value by highlighting member stories and bringing their experiences to life.
  • Serve as the membership department's data steward, proactively providing recommendations to improve data integrity and promote data-driven decisions across the organization.
  • Responsible for planning and execution of the annual Member Services operating budget.
  • Maintain appropriate business rules and SOPs.
  • Manages outside customer service vendor/team.

EXPERIENCE AND EDUCATION:

Qualifications include:

  • 5+ years of experience working in membership development and customer service or in a general membership role with an association
  • Strong interest and skills in working in a cross-functional team environment
  • Ability to develop and interpret qualitative and quantitative data
  • Experience and skills in guiding/mentoring and supervising staff and volunteers
  • Keen ability to cultivate and grow relationships/partnerships
  • Member-focused, service-oriented approach to dealing with external stakeholders
  • Excellent internal/external written and verbal communication skills
  • Strong budget management, project management and analytical skills
  • Sound judgment and ability to make tough decisions
  • Strong, proactive, solutions-based approach to problem-solving
  • Goal-driven, multi-tasker with an attention to detail who thrives working in a fast-pasted, dynamic environment
  • Proficiency with Microsoft Office; familiarity with Impexium AMS, Power BI and/or database/analytics systems preferred
  • Association/nonprofit and/or regulatory/health-science experience preferred
  • Bachelor’s degree or a combination of education and experience which demonstrates the necessary skills and expertise required for the position
   
Please submit cover letter along with your resume to our HR Department at hr@raps.org