Member Services Manager | CREW Network

Lawrence, KS, Position Summary

The Member Services Manager oversees a portfolio of membership operations, member programs, and improvement initiatives that support CREW Network members and chapters. The manager serves as a day-to-day resource on member data, membership systems, and member-facing processes. They will work directly with chapter and volunteer leaders and coordinate closely with the Membership Coordinator, providing project direction and subject-matter guidance as appropriate. The role requires someone who collaborates effectively with others while independently advancing projects, using data and systems to inform decisions, identifying and implementing systemic improvements, and demonstrating sound judgment.

Areas of responsibility include:

Membership Experience, Operations, and Data

Manage and improve the annual membership cycle, including renewals, onboarding, member communications, and dues-related processes.

Maintain a thorough understanding of how member information is collected, maintained, reported, and used across systems and throughout the organization.

Develop reports and analyses that help staff and volunteer leaders understand membership trends, participation, retention, and areas requiring attention.

Manage the transformation of the membership application process, aligning the technology, user experience, and supporting communications into a unified approach.

Look beyond individual problems to identify systemic causes and develop solutions that improve the user experience for members, chapter leaders, and staff.

Member Programs and Engagement

Manage CREW Councils, a significant member program comprising 18 interest-based councils, approximately 350 participants, and 36 volunteer leaders.

Manage the application process and support co-leads in applicant selection.

Provide resources, support, and guidance that help co-leads lead effectively.

Coordinate the successful execution of the annual in-person meeting, including travel to the event.

Use participant data to evaluate the experience and recommend improvements.

Manage the awards application process, including the online application portal, applicant communications, data preparation, and notification of applicants.

Manage the planning and delivery of member-only virtual programs, including program development, scheduling, speaker coordination, registration, and follow-up.

Manage and support the continued development of CREW Network’s online member communities, including adoption, engagement, content, and ongoing improvements.

Create opportunities for members to build meaningful connections across chapters, markets, career levels, and areas of expertise.

Chapter Leader Support

Build productive working relationships with chapter leaders and volunteers, serving as a knowledgeable and responsive point of contact.

Establish membership best practices and resources that improve consistency across chapters and assist chapter leaders in implementing them effectively.

Use chapter and membership data to identify opportunities, recommend actions, and help volunteer leaders evaluate results.

Identify chapters that may need additional assistance and coordinate appropriate support, resources, or follow-up.

Communicate with candor, professionalism, and sound judgment, including when addressing sensitive issues, correcting misunderstandings, or recommending a different approach.

• Skills and Experience

At least four years of progressively responsible experience in membership, association management, customer experience, program management, or a related field.

Demonstrated ability to independently manage complex projects involving multiple departments, stakeholders, systems, priorities, and deadlines, including developing and maintaining clear project plans, timelines, procedures, and documentation.

Ability to analyze data, identify meaningful trends, and translate findings into practical recommendations for staff and volunteer leaders.

• Experience working with membership databases, association management systems, or other platforms that collect and manage constituent data.
• Experience improving systems and processes with attention to data quality, operational needs, user experience, and organizational goals.

Strong written and verbal communication skills, including the ability to explain complex information clearly, communicate with diplomacy, and exercise sound judgment.

• Experience building productive relationships with leaders and members; experience in a chapter-based or federated organization is preferred.

Bachelor’s degree or an equivalent combination of education and relevant professional experience.

Application Instructions:

Please submit a resume and cover letter. Your cover letter should include your salary requirements and be tailored to this position. Please explain how your experiences prepare you for these responsibilities. Generic cover letters are unlikely to be considered.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of the person in this position.

Additional Benefits

CREW Network offers competitive benefits including the opportunity to work remotely, 100% employer-paid health care, a health savings account, and annual professional development opportunities. CREW Network is an equal opportunity employer and committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable laws.