The Senior Vice President of Affiliate and Member Engagement provides strategic and operational oversight for initiatives to support affiliate and member engagement with NAA. Includes serving as the advocate in achievement of affiliate growth within the NAA network and providing support to ensure a consistent member service experience throughout the network. Works across business units to ensure exemplary customer service and support to affiliate network. Serves as a central resource to members for services provided directly by the National office. Oversees the operations of all membership engagement events including National Conferences, Executive Roundtables/Forums and other events and programs. Member of the Senior Management Team that drives overall strategy and represents NAA on local, regional and national basis
Responsible for oversight and management of the following functions:
Meetings and Events
Grow and maximize impact of 170- office NAA affiliate network by implementing initiatives that enhance affiliate productivity, create new growth opportunities and increase member ROI
Create and implement affiliate support services to enhance affiliate engagement.
Enhance effective affiliate partnership with NAA and communications with affiliate network
Guide and assist affiliates in their delivery of member value, specifically national options.
Serve as staff liaison to NAA Association Executives Council (AEC). Work to ensure the sharing of best practices across the network that increase customer satisfaction and enhance operational efficiency and effectiveness
Create mechanisms to measure affiliate health, wellness and engagement. Manage evaluation, analysis and reporting of created mechanisms.
Partner with IT to formulate, implement and facilitate proper member data collection policies and procedures
Oversee strategic activities of three regional liaisons
Guide the development and enhancement of member engagement measurements. Develop a system to define and measure member engagement. Guide organization and team members on effective and practical methods to use member engagement metrics
Oversee logistics of NAA Excellence Awards, including nominations and ratings
Define and initiate a Customer Service function for the organization serving members and affiliate network
Work with Customer Service Manage to create customer service policies and provide training and education on Association issues.
Liaison with NAA departments to grow cross department commitment for customer service.
Meetings and Events
Oversee and provide strategic guidance to meeting and events team with the goal of maximizing participation and ensuring highest value member experience.
Work with staff to coordinate other events, including planning, logistics, and follow up
Manage event satisfaction and other member surveys
Bachelor’s degree in a relevant field;
10 years of experience in membership/affiliate-chapter services department;
Proactive, strategic thinker and problem solver with excellent team building skills;
Strong business orientation and ability to make data-driven decisions;
Passion for and proven track record in member-focused organizations with affiliate-chapter network;
Success in building engagement with organizations;
Strong oral and written communication skills;
Solid organizational skills with ability to balance team and individual responsibilities;
Must be able to travel, to attend events and other off-site functions, expected at 20% of time
Experience in membership-driven trade or professional association, or national non-profit organization;
Experience with organizations producing large scale conferences and/or trade shows;
Resume, cover letter and salary history/requirement must be submitted to be considered. Please send to Resumes@naahq.org. No phone calls, please. EOE M/F/H/V
National Apartment Association (NAA), America’s leading voice for the apartment housing industry, provides its members with the best range of strategic, educational, operational, networking and advocacy resources they need to learn, to lead and to succeed. As a federation of nearly 170 state and local affiliates, NAA encompasses over 72,000 members representing more than 8.4 million apartment home...s throughout the United States and Canada. NAA’s purpose is to enable every single one of its members to fulfill his or her professional goals with great competence, speed and the highest standards of ethics.