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Membership: Non-Profit Management
Senior Director, Membership Acquisition & Services - U.S. Masters Swimming, Inc. (Sarasota, FL)

U.S. Masters Swimming Vision & Overview

USMS is the premier resource for adult aquatic fitness in the United States and will make fitness through swimming available for as many adults as possible. Founded in 1970, USMS is a membership-operated national governing body that promotes health, wellness, fitness, and competition for adults through swimming. We do so by partnering with more than 1,500 adult swim programs across the country that offer a USMS licensed Masters Swimming program; educating and certifying coaches and instructors that are teaching adults; promoting information via the bimonthly member magazine, SWIMMER, monthly e-newsletters, STREAMLINES, and website, usms.org; and by sanctioning and promoting pool, open water, and virtual events and competitions. More than 64,000 adults are registered members of USMS.

SUMMARY:  The Senior Director, Membership Acquisition and Services will be responsible for planning and executing strategies and tactics to secure new members and maximize retention with a focus on overall USMS membership revenue targets. This position will be accountable for membership benefits, customer service, the registration process, communication and engagement for all USMS members, including Masters Swimming Club and Workout Group support. They will also develop strong relationships with national, regional and local volunteers to support these functions.  The Membership Department includes communications and stakeholder service for the various national, regional and local volunteers (e.g. House of Delegates, Local Masters Swimming Committees, National Volunteer Committees and the Board of Directors).  The Senior Director, Membership Acquisition and Services will work closely with USMS departments and stakeholders to support all USMS membership goals.

ESSENTIAL FUNCTIONS:

Key Responsibilities

  • Oversight of all USMS Membership initiatives, functions and support staff.
  • Develop and implement initiatives that maximize new member acquisition and retention.
  • Provide an innovative and effective approach to membership growth through customer service, engagement and communication.
  • Establish mutually beneficial relationship with key stakeholders to drive membership growth.
  • Communicate and strategize with marketing and publications department to develop key messaging and engagement and highlight membership benefits.
  • Guide USMS on database marketing and analytics best practices and provide recommendations to continually improve our membership value proposition and communication tools.
  • Collaborate with key department heads in the development, implementation and ongoing execution of new programs, events and/or initiatives to ensure a high quality experience for USMS members. 
  • Integrate a proactive customer service strategy (including Swimming Save Lives Foundation /Adult Learn to Swim fundraising efforts) with key marketing, communications and publications initiatives.
  • Work closely with IT Department to provide a seamless and efficient membership registration process, develop database analytics tools to support growth and drive innovation and improvement in the delivery of online and digital benefits.
  • Attain annual organizational retention and acquisition goals.
  • Create and manage weekly reporting/analytics of all member retention and acquisition activities. Identify and respond to key trends.
  • Lead the membership department staff in providing world class membership services, implementing new initiatives and achieving organizational goals.
  • Manage volunteer communication and coordination including applicable meetings, conference calls, the annual USAS convention, posting of minutes, travel, transportation and hospitality.
  • Serve in an ex-officio capacity on key volunteer committees and task forces as assigned.
  • Other duties and responsibilities as assigned.  

Requirements

  • Bachelor’s degree, plus to six (6) or more years of customer service, sales and/or membership development experience.  
  • Management experience preferred.
  • Not-for-profit and/or sports industry experience a plus.
  • Goal oriented, self-starter with strong work ethic and ability to manage multiple projects in a fast-paced and time sensitive environment. Resourceful.
  • Excellent interpersonal skills.  The ability to interact effectively and in a professional, diplomatic, and mature manner with internal and external stakeholders.
  • Strong written and verbal communications skills.
  • Proven ability to meet goals and work well with peers and supervisors in a team environment.
  • The ability to generate new and creative growth strategies for the organization.
  • Must be able to work evenings, weekends and holidays and travel as required.
  • Must be able to maintain confidentiality of all corporate, personnel and research matters. 
  • Attention to detail, dependability and adaptability are extremely important.

Note: When you apply for this job online, you will be required to answer the following questions:

1. Do you live in Sarasota, FL or are you willing to relocate?

2. Do you have 6+ years experience in customer services, sales and membership services?

3. Do you have experience working in the nonprofit sector?

4. Do you have management experience? If yes, how many years.

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