Offer summary

Qualifications:

Bachelor’s degree or equivalent experience., 7+ years in sales, marketing, customer experience, or stakeholder management in a global environment., 3+ years of program management experience and managing a global team., Strong proficiency in CRM systems, data reporting, analysis, and budget management..

Key responsabilities:

Lead and empower a global team focused on membership renewal and audit programs.

Collaborate with departments to implement policy updates and manage the renewals process.

Drive member audit processes and oversee the Atlas team for member engagement.

Plan budget allocation and maintain oversight of membership metrics.

Job description

POSITION PURPOSE

The Senior Manager, Member Services is responsible for driving the membership renewal, Atlas, and member audit programs at YPO. The role leads and implements annual updates to each program as established through the Membership Committee. The Senior Manager provides management, guidance, and empowerment to a team accountable for the implementation and execution of these services.

PRIMARY RESPONSIBILITIES

Lead, develop, and empower a high performing global team focused on evaluating, engaging, and retaining peers through the Atlas, renewal, and audit programs.
Collaborate cross departmentally to implement policy updates approved by the YPO Board of Directors within the member audit, membership renewal, and Atlas programs.
Lead and manage the renewals process across by driving cross-departmental collaboration, aligning stakeholders, and implementing updates approved through the Membership Committee.
Responsible for the execution of the renewals program to ensure that current and reinstating members certify and pay according to YPO policies.
Drive member audit through the annual review of member certifications; including documenting, expanding, reporting, and implementing updates to the process.
Oversee and manage the Atlas team to drive onboarding, engagement, renewal and chapter transfer for Atlas members.
Partner with Atlas leadership to create strategies, address operational gaps, and implement solutions that drive the engagement of Atlas members.
Cultivate and maintain strong cross departmental relationships, ensuring alignment and support for the renewals and audit programs.
Plan and coordinate budget allocation, funding, and spending for initiatives related to renewals, Atlas, and member audit.
Collaborate with analytics partner to maintain consistent report on member audit, membership renewal, and Atlas metrics.
Design and maintain a library of tools, best practices and quick references for membership renewal, member audit, and Atlas programs.
Maintain consistent oversight of the membership metrics; work with Director, Member Services, and key leadership teams to identify what is and is not working while addressing roadblocks and additional support needs.

SKILLS

Proven ability to lead, develop, and inspire multicultural teams, displaying a distinct global mindset, sensitive to local and international customs and protocols.
Strong leadership skills with the ability to synthesize and integrate ideas and information to influence, partner, and build cross departmental consensus.
Excellent interpersonal skills, including strong diplomacy skills, agility, empathy, reliability, and the ability to build meaningful relationships through transparency and authenticity.
Strong background in change management, developing and executing strategies that drive engagement, training, and communication to support large-scale efforts.
Ability to effectively manage trade-off decisions, prioritize competing opportunities, balance member and internal stakeholder needs with business priorities, manage cross-functional expectations, and clearly articulate the rationale behind decisions.
Ability to work within ambiguity and frequently changing environment while bringing a sense of calm to the team, leading them through high priority and impactful delivery.
Analytical with extremely high judgement, structured thinking and problem solving to ensure solutions for the highest opportunity areas.
Professional presence and stature to interact easily with YPO members, C-level executives and peers at all levels within the organization.
Superior written and verbal communication skills, with the ability to present effectively.

EXPERIENCE/BACKGROUND

7+ years of experience in sales, marketing, customer experience, or stakeholder management in a corporate, global multi-cultural environment.
3+ years of program management experience leading multiple projects and initiatives.
3+ years of experience managing a global team. 
Strong proficiency in CRM systems (Salesforce preferred), data reporting and analysis, and budget management.
Demonstrated success in leading global teams, and managing cross-departmental and cross-functional initiatives
Proficiency in Microsoft Office Skills and database management and mining
Proven experience in supporting, stewarding and executing multiple stakeholder goals and deliverables.
Membership or association experience preferred, with an understanding of governance structures.

EDUCATION/TRAINING/CERTIFICATION

Bachelor’s degree or equivalent experience.

PHYSICAL REQUIREMENTS

Ability to work flexible and/or extended hours as needed to accommodate members and team members in multiple time zones.
Willingness and ability to travel, domestically and internationally, without restrictions, approximately 5-7 times per year.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.

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