Meals on Wheels America
Member Services Manager
Position Summary: The Member Services Manager at Meals on Wheels America is responsible for managing front‑line communication with membership and operational processes that contribute to enhanced member satisfaction, renewal, and growth. The role involves maintaining data in the Association Management System (AMS), responding to member and prospective member inquiries, and ensuring an excellent member experience.
Location: Arlington, VA — Employment Type: Full‑time; Hybrid working (no weekly in‑office requirement; office visits as needed).
Salary range:
$70,000.00/yr - $74,000.00/yr
Duties and Responsibilities
Serve as a primary point of contact for members and prospects by monitoring the membership inbox and phone line, providing timely, accurate and friendly customer service.
Support recruitment efforts by maintaining accurate prospect data and conducting outreach to prospective members.
Review and process new member applications.
Assist with onboarding new member organizations and individuals.
Assist with the annual membership renewal process, including preparing invoices, processing payments, and coordinating outreach to support retention.
Engage with members through regular outreach, tailored to their challenges, segments, or current initiatives, ensuring they are connected to relevant resources and support.
Maintain and update member records in Salesforce and other systems, ensuring data accuracy, integrity and hygiene to support reliable reporting and engagement tracking.
Maintain knowledge about member benefits and organizational initiatives to provide excellent customer service.
Assist with the management of the Annual Conference registration process, both leading up to and on site during the event, to support attendance and revenue goals, as well as overall attendee satisfaction and experience.
Provide administrative and logistical support for membership‑related initiatives, communications and projects as assigned.
Qualifications
Bachelor’s degree and 3+ years in nonprofit, association membership management or related customer service experience, or 5+ years of related experience.
Proactive and detail‑oriented with strong organization, time management and problem‑solving skills.
Experience with CRM systems (Salesforce preferred), data entry, reporting, and record maintenance.
Excellent written and verbal communication and customer service skills.
Resourceful, adaptable, and willing to learn new tools and processes.
Excels in a team‑based, collaborative, and fast‑paced environment, working across departments to advance the organization’s strategic priorities.
Ability to travel at least once a year for the annual conference.
Models the Association’s cultural attributes of Collaboration, Accountability, Respect, Empowerment and Service (C.A.R.E.S.).
Applicants meeting 75% or more of the above qualifications should apply.
Senior Level: Mid‑Senior
Job Function: Other — Non‑profit Organizations
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Location: Arlington, VA — Employment Type: Full‑time; Hybrid working (no weekly in‑office requirement; office visits as needed).
Salary range:
$70,000.00/yr - $74,000.00/yr
Duties and Responsibilities
Serve as a primary point of contact for members and prospects by monitoring the membership inbox and phone line, providing timely, accurate and friendly customer service.
Support recruitment efforts by maintaining accurate prospect data and conducting outreach to prospective members.
Review and process new member applications.
Assist with onboarding new member organizations and individuals.
Assist with the annual membership renewal process, including preparing invoices, processing payments, and coordinating outreach to support retention.
Engage with members through regular outreach, tailored to their challenges, segments, or current initiatives, ensuring they are connected to relevant resources and support.
Maintain and update member records in Salesforce and other systems, ensuring data accuracy, integrity and hygiene to support reliable reporting and engagement tracking.
Maintain knowledge about member benefits and organizational initiatives to provide excellent customer service.
Assist with the management of the Annual Conference registration process, both leading up to and on site during the event, to support attendance and revenue goals, as well as overall attendee satisfaction and experience.
Provide administrative and logistical support for membership‑related initiatives, communications and projects as assigned.
Qualifications
Bachelor’s degree and 3+ years in nonprofit, association membership management or related customer service experience, or 5+ years of related experience.
Proactive and detail‑oriented with strong organization, time management and problem‑solving skills.
Experience with CRM systems (Salesforce preferred), data entry, reporting, and record maintenance.
Excellent written and verbal communication and customer service skills.
Resourceful, adaptable, and willing to learn new tools and processes.
Excels in a team‑based, collaborative, and fast‑paced environment, working across departments to advance the organization’s strategic priorities.
Ability to travel at least once a year for the annual conference.
Models the Association’s cultural attributes of Collaboration, Accountability, Respect, Empowerment and Service (C.A.R.E.S.).
Applicants meeting 75% or more of the above qualifications should apply.
Senior Level: Mid‑Senior
Job Function: Other — Non‑profit Organizations
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