Manager, Retention Operations and Data Support

The American Institute of Architects (AIA)
AIA will provide you with the opportunity to advocate for the value of architecture and give architects and design professionals the resources they need to do their best work. The collective voice of architects is essential and our work drives positive change through the power of design.

Each one of us at AIA is a leader committed to demonstrating our mission and values and designing a better future for our country and planet. Even in times of change, AIA's values remain constant:

• We stand for equity and human rights
• We stand for architecture that strengthens our communities
• We stand for a sustainable future
• We stand for protecting communities from the impacts of climate change
• We stand for economic opportunity
• We stand for investing in the future
• We speak up, and policymakers listen

The American Institute of Architects, as part of the global community, is building a culture of equity, diversity, and inclusion within the profession of architecture to create a better built environment for all. Achieving this vision has a direct impact on the relevance of the profession of architecture and the world's prosperity, health, and future.

Job Summary

Reporting to the Director of Membership Retention and Engagement, the Manager of Retention Operations and Data will focus on data-driven insights into AIA membership trends and analysis. This role will be crucial in enhancing member retention and engagement by managing membership data reporting and leveraging analytics to inform strategic decisions. The scope of work will involve, but will not be limited to, information processing solutions that facilitate member recruitment, retention, engagement, and research.

The manager will be responsible for ensuring the timely and accurate distribution of invoices and sales orders related to our Membership dues portfolio and supporting an annual revenue target of $57 million. This includes overseeing national, state, and local dues for 205 components and more than 98,000 members.

As a core staff position, the incumbent will be expected to maintain service delivery to AIA members and customers during inclement weather or extraordinary circumstances through teleworking, unless otherwise unable to do so.

Job Duties

Member Retention

• Under the supervision of the Director of Membership Retention & Engagement support all membership retention efforts.
• Manage the timely distribution of all renewal messaging to ensure effective member communication and engagement. Working with Accounting, manage monthly Key Performance Indicators (KPI's) for recruitment and retention efforts.
• Working with Accounting, assist in the accuracy of invoicing and sales order production process for the Annual Call for Dues.
• Working with Accounting, ensure component communications regarding renewals are timely and accurate in the Chapter Portal.
• Contribute retention content as needed or directed for regular Component Updates newsletter.
• Proactively support Components by identifying and addressing their recruitment and retention reporting needs to enhance overall membership effectiveness.
• Under supervision of Director, Membership Retention & Engagement, coordinate with external vendor HBP to ensure timely deliverables of data files for dues invoicing batches.
• Assist Accounting in identifying membership invoicing inaccuracies, solutions to reduce errors, and provide real-time system needs to support Technology in a timely and accurate manner.
• Partner with Membership Strategy, Engagement, Support Center, Accounting, and Technology to streamline and standardize their input procedures that impact member invoicing and to reduce errors.

Member Data Analysis

• Produce and share timely and accurate routine and ad hoc reports for teams and stakeholders, ensuring clear data presentation to support informed decision-making.
• Craft and implement sophisticated membership acquisition and retention strategies that drive growth and enhance member engagement.
• Generate and distribute lists for identified recruitment and retention outreach.
• Monitor and analyze membership metrics to support internal assessments and stakeholder insights. Ensure accurate integrations for Member Engagement Index
• Monitor Technical Support incident data monthly to discern trends that can be resolved by technology or process enhancements.
• Assist Accounting and Technology in beta trials for all Fonteva invoicing technology releases.

Collaborate with the technology and finance teams to receive cross-training in general membership invoicing efforts, serving as a backup resource for this essential function.

General

• Maintain departmental procedures (SOP) to ensure continuous process improvement.
• Collaborate closely with teams in Membership Strategy, Engagement, Support Center, Component Engagement, Accounting, Technology, and Marketing to optimize processes, analyze membership trends.
• Develop engagement campaigns based on data insights.
• Manage key annual invoicing communications and provide ad hoc support as needed.
• Other duties as assigned by the Director, Membership Retention and Engagement, or Managing Director of Membership Strategy and Engagement.

Frequent contacts:

AIA Members

AIA Components

Customers

AIA Component Engagement

AIA General Counsel

AIA Membership Strategy and Engagement

AIA Support Center

AIA Technology

AIA Accounting & Finance

Qualifications

Qualifications

Ability to interact with various departments and communicate changes in membership engagement and retention processes.

• Intermediate or expert facility with Excel required.
• Experience with Fonteva or Sales Force reporting required.
• Excellent capabilities in assuring prompt problem solving and ultimate customer satisfaction.
• Excellent verbal and written communication, and presentation skills.
• Strong attention to detail in working with databases, tables/figures and data reports.
• Ability to prioritize, plan, solve problems, and carry out responsibilities independently.
• Demonstrates the ability to make sound decisions and judgment calls to resolve membership and/or processing issues.

Some college preferred with minimum 5 years of experience in membership development and data analysis roles, ideally within an association or similar organization.

Supervisory Requirement

None

What we offer
We offer a comprehensive benefits package that reflects our company values and workplace culture, including:

• Medical and dental
• 401(k)
• Flexibility
• Paid time off
• Flexible spending accounts
• Income protection- (Life Insurance Coverage up to 2x salary) & disability plans at no cost.
• Tuition and membership reimbursements
• AIA employees have access to a variety of other programs, including:
  • Employee Assistance Program (EAP) for employees and their family members
  • Computer purchase program
  • Fitness club discounts
  • Prepaid legal services program
  • Identity theft protection

Travel Requirements: N/A

Work Location: 100% Remote/*Hybrid from the Washington DC metro area

*All AIA employees in the DC metro area are currently working remotely during our office renovation. Employees in the DC Metro area will return to a hybrid work environment in the newly renovated office at the completion of the renovation in Spring 2025.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability, in accordance with the applicable law.