Ashley Smith, Cae Email & Phone Number

Lead initiatives to drive overall member experience for ~30,000 members including customer service, member engagement, and member integration with the website and other outward facing technology. Partner with Director of Membership to align membership strategy at the National and Chapter levels with the APWA Strategic Plan. Manage and forecast departmental budget. Supervise three staff.♦ Redesigned 2.5 day strategic planning retreat for large chapter to align with National association’s key strategic goals. Facilitated laser focused brainstorming sessions by creating small work groups around four pillars from the national plan, then developed action-oriented goals with measurable objectives. Chapter president shared favorable feedback with CEO on retreat success.♦ Spearheaded development and execution of first-ever member engagement strategy for national and chapter members. Influenced board to expand engagement definitions beyond dollar transactions, identified gaps in member life cycles, then redesigned onboarding and marketing campaigns tailored to needs of specific demographic cohorts. ♦ Envisioned and executed large-scale restructuring of membership types to simplify utilization of member data throughout the organization. Socialized and received buy-in from senior leadership, department heads then line staff, then communicated roll-out through a guided, personalized process, which resulted in an overall smooth transition.♦ Initiated streamlining of biannual chapter council meetings by engaging meetings, education, government relations and board relations staff to design a holistic, member-centric program that would deliver high impact and maximum value for chapter leaders. Resulted in structured meeting flow that has received high accolades from board members.

Temporarily promoted to Interim Director of Membership, which involved increased supervisory responsibilities, development of the overall department budget, conducting strategic planning and leadership for chapters, and collaborating with the associations Board of Directors.♦ Enabled open communication and silo bridging between chapter leaders and committee chairs by combining bi-annual chapter leadership conference with winter committee business meeting. This successful joint program resulted in fostering a unified vision and infused workplans which has led to strengthened relationships and streamlined governance processes. ♦ Tapped by CEO to be key stakeholder in the management of an organizational restructuring project led by an external consultant. Liaised between consultant, board, members and staff to serve as thought partner during stakeholder interviews, final analysis and roll-out of combining two departments. Project reinforced reputation as a trusted organizational resource.

Kansas City, Missouri Area

Assumed managerial role along with duties for Product Development & Support Manager and Technology Support Specialist. Supervised 2 content development staff and departmental budgets. Implemented new software technologies based on the needs of chapters and staff members.♦ Identified needs and wants of chapters and worked with IT development staff to design a new chapter website. Implemented a new website and trained chapters within a 6-month timeframe. ♦ Developed an IT steering committee to assess technology needs holistically across the organization, and balance project deliverables with strategic plan and staff and member needs.

Kansas City, Missouri Area

Project management of software development team. Interact with product owners, both internally and externally to ensure projects timelines are established and carried out through the production development cycle. Support for staff on internal software and 3rd party software vendors. Consistently researching new software products and programs that would benefit our end users. Provide training to on newly released software and development products

Kansas City, Missouri Area

Project managed software development team using AGILE. Worked with outside clients on the integration of AMS system. Researched new software products and trained chapter leadership and membership on newly released software and development products.

Kansas City, Missouri Area

Point person for internal Software Development team and primary point of contact and support for new Chapter website development. Manages internal process for development team and provides communication to outside users.

American Public Works Association

Assist with retention and recruitment of membership, and customer service support and billing for WorkZone (job posting site). Provide monthly retention reports and customer phone/email follow-up. Project owner for a monthly outside telemarketing campaign. Daily use of iMIS Membership software to track all communications.

Calling prospective students to gain their interest in the school. Conduct interviews of prospects to ensure they are a right fit, and enroll them into their degree/certificate program. Use a Leads Management software to track all communication with leads. Pull data to create direct marketing promotional pieces.

Responsible for assisting dealer and/or clients in producing direct marketing pieces in an interactive environment, online or over the phone; secondary research for prospective clients. Providing daily/weekly reports to managers on research projects and working timelines.