Sr. Director, MembershipSr. Director, Membership and CertificationDirector, MembershipDirector, Member ServicesSenior Manager, Member Services • Strategically lead membership, certification and customer service teams.• Manage conference registrations and manage contract and relationship with registration vendor.• Create and implement diversified and targeted marketing strategies, to include direct mail, email, phone outreach, and social media.Plan, develop and implement member retention initiatives.• Identify, develop and implement new member benefits, programs, and services to augment the value of the association’s membership programs, including but not limited to non-dues revenue affinity programs.• Evaluate all membership categories with regard to member need and satisfaction, organizational objectives, cost, and revenue.• Regularly generate and provide statistical analyses and trend reports to identify and recommend improvements.• Oversee volunteer management program and serve as staff liaison to component groups and respective leadership committees, board appointed and governance related committees/task forces, and state affiliate associations. Educate, engage and collaborate with committees and component groups to implement association business plan and strategic plan and engage the broader membership. • Plan, develop, implement and continuously evaluate effective communication channels and tools, including e-newsletters, press releases, listservs, and website postings.• Create and implement diversified marketing strategies for three certification programs.• Oversee customer service, data entry, annual fund donations, awards programs, online store, association publications and library, and private association social network and all related marketing projects and materials.• Develop and implement strategies, systems, processes, standards and guidelines concerning these teams within the association.

• Supervise membership, data entry, customer service and affiliate services departments.• Direct the implementation of all membership programs and projects.• Develop project budgets for membership revenue and expenses and continuously monitor.• Develop and implement comprehensive membership plans that increase member retention, improve member services, and increase the general market awareness of the association.• Ensure accuracy of database and service to members through the customer service and data entry departments.• Work with Affiliate Services department to continually improve the relationship with affiliates (student, associate and partner level affiliates).• Oversee registration process for all association events or programs.

Sr. Director, Membership & Member Services,Publisher, Directory of Hotel & Lodging CompaniesDirector, Member ServicesMembership Coordinator/Program Coordinator• Supervise daily operations of membership department and staff.• Create and implement marketing strategies to successfully recruit and retain members.• Provide member support and benefit fulfillment to all members.• Identify, develop and implement new member benefits, programs, and services to augment the value of the association’s membership programs. • Serve as staff liaison to partner state chapters and multiple Association committees and task forces.• Design and draft all membership marketing material; membership/marketing kits and letters, blast fax mailings, website content, member surveys, and monthly newsletters for members and partner state chapters.• Develop marketing materials and served as primary coordinator for national seminar speaker series and annual awards with partner state chapters. • Perform statistical analysis on partner state membership recruitment, retention, and market penetration to determine annual award recipients.• Collect statistical data on member enrollment to determine Return on Investment (ROI) and effectiveness of membership marketing campaigns. • Maintain sole proprietary Association database• Directed all editorial content and data collection for internationally recognized and respected hospitality industry resource and served as production manager in developing the layout of the hard-copy publication and digital version of the Directory.