Director of Member Services

SUMMARY 

The International Society of Arboriculture (ISA) is a non-profit membership organization that serves the needs of tree care professionals and promotes the profession of arboriculture around the world.  ISA is known as the industry authority on research, education, and professional development.  Each role in the organization plays an important part in delivering excellent member benefits and customer service.   

The Director of Member Services is charged with meeting the current and future needs of the ISA membership base by managing the development a robust portfolio of benefits that are attractive to arborists and affiliated professionals around the world. The Director will be responsible for administration and execution of two functional areas at ISA, member services and our component network. The position requires expertise in membership development, project management, data analysis, customer relations, and problem solving. 
 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

  • Understands ISA’s Mission and adheres to organization and staff core values. 
  • Develop, create, and promote ISA member benefit and service programs.  
  • Recognize and address the developing service needs of members, potential members, ISA Chapters, Affiliate Organizations and Professional Affiliates.  
  • Develop and manage budgets for departmental operations. 
  • Establish and implement short- and long-range goals and objectives for ISA membership, including development of appropriate performance benchmarks across peer organizations and relative to past and future ISA membership performance. 
  • Analyze and evaluate the effectiveness of membership recruitment and retention campaigns and tactics.  
  • Provide direct support to all ISA Components as it pertains to administration of activities outlined in the ISA Memorandum of Understanding and Operating Agreements.  
  • Provide guidance and oversight of communication efforts to components about operational updates, program highlights, and program performance related to ISA activities. These communications include but are not limited to bi-monthly conference calls, monthly newsletters, and the annual Leadership Workshop.  
  • Represent ISA at community, business, and industry meetings.  
  • Promote positive relations with partners, vendors, and distributors.  
  • Recommend and administer policies and procedures to enhance membership and component relations.  
  • Establish and implement short- and long-range goals, objectives, policies, and operating procedures that support departmental and association needs.  
  • Provide strategic and administrative support to multiple ISA committees, including Membership, Student Membership, and Council of Representatives. Will also provide support to any short-term task force groups that are formed for issue-specific efforts.  
  • Liaison to the ISA Board of Directors’ ownership linkage committee.  
     

Supervisory Responsibilities  

  • Yes- 2 direct reports. 
  • Director carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  
  • Responsibilities include interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  
     

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience 

  • Bachelor’s degree in marketing, business, or a related field required or at least 5 years’ related experience and/or training or equivalent combination of education and experience.   
  • Minimum of 3 years director level association membership program leadership desired.  
  • Minimum of 5 years of experience in a management capacity required.          
     

Language Skills                     

  • Fluent in English, both verbal and written. Fluency in additional language(s) is a plus. 
  • Ability develop and articulate project plans both orally and in writing  
  • Ability to write correspondence in a professional manner.  
  • Ability to read, analyze, and interpret contractual documents.   
  • Ability to respond diplomatically to sensitive inquiries or complaints.   
  • Ability to write articles for various publications and audiences.  
  • Ability to effectively present information in one-on-one and small group situations to customers, association affiliations, and other employees of the association.  
  • Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, volunteers, and/or boards of directors.  
     

Decision Making/Reasoning Ability   

  • Ability to collect and analyze data, establish facts, draw valid conclusions, and determine appropriate action plans.  
  • Ability to interpret a variety of data sources and deal with both abstract and concrete variables.  

Additional Competencies 

  • Outstanding management, leadership, and communication skills.  
  • Experience in planning and budgeting.  
  • Ability to demonstrate successful interaction with staff and executive management.  
  • Strong understanding of non-profit operations and membership organizations preferred.  

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • Must be able to remain in a stationary position 80% of the time. 
  • Moves about inside the office to access file cabinets, office machinery, etc. 
  • Regularly operates a computer and other office productivity machinery such as calculator, copy machine, and computer printer. 
  • Frequently communicates with internal and external customers. 
  • While setting up exhibits and trade show booths, this employee will routinely be required to pack, unpack, lift, and move boxes and other booth equipment weighing up to 25 pounds.  
  • This position requires both international and domestic travel of up to 40%.  Travel by air and car and multi-night hotel stays is required. 
  • Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  • Working conditions are normal for an office environment.  
  • This position requires both international and domestic travel of up to 40%.  
  • The position may require work outside of normal office hours to meet deadlines and support work-related travel.  
  • The noise level in the work environment is usually quiet to moderate. 

Technology and Equipment  

  • Microsoft 365
  • Proficient in Microsoft Word, Excel, PowerPoint, and Outlook. 
  • Ability to utilize database applications and the internet. 
  • Smart phone 

ISA is an equal opportunity employer. This position is located in Downtown Atlanta, GA and not normally eligible for remote work. Currently this position will be temporarily eligible for remote work due to the COVID-19 pandemic.

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