The Member Experience Manager will play a pivotal role in managing and enhancing the partner experience, driving member engagement, and supporting membership growth and retention efforts. This position will focus on developing and implementing strategies to drive partners to our services, building relationships with key stakeholders in our network, and ensuring that membership offerings align with the organization’s mission and goals. The Member Experience Manager will facilitate cross-departmental collaboration to enhance member and network engagement, manage key communication channels, and maximize the impact of critical touchpoints throughout the member lifecycle.

Child Care Aware of America (CCAoA) is the only national organization that supports every part of the child care system. In partnership with an on-the-ground network of Child Care Resource and Referral (CCR&R) organizations, we work in states and communities to advance high-quality, affordable child care—transforming a patchwork of resources into a system that works for everyone. Together, we make child care strong—and that makes everyone stronger. CCAoA is committed to recruiting and retaining a dynamic workforce to help build a child care system that serves all children and families. Join us in ensuring that every family has access to high-quality, affordable child care.

What We Offer: 

• Competitive starting salary commensurate with experience **The salary range reflected in this job posting is the hiring range for this position within the Washington, DC Metropolitan area. Please note that a geographic differential will be applied to the salary for candidates hired from regions with a lower cost of living. This adjustment ensures competitive and equitable compensation based on location**
• The flexibility to work in a remote capacity.
• Health & wellness benefit options.
• A transparent professional environment where ideas are shared openly with honest discourse in a progressive atmosphere of growth & excellence.
• Opportunity for growth and advancement.

Job Responsibilities:

• Deploy growth and retention tactics with a focus on targeted marketing and communications, aligned with organizational goals.
• Maximize member lifecycle impact by crafting communications and engagement strategies that enhance satisfaction and engagement through strategic touchpoints.
• Leverage consumer relationship tools to ensure transparency and effective collaboration across marketing and communication efforts.
• Build and maintain strong member relationships through timely, responsive communication, proactive follow-up, and expectation management.
• Design and execute marketing campaigns that promote CCAoA membership through various outreach efforts, including events, conferences, webinars, and digital platforms.
• Manage the membership renewal process by implementing marketing best practices and developing communication strategies to improve retention.
• Provide member support across multiple communication platforms, ensuring consistent messaging and collaboration with the team to meet evolving needs.
• Track, report, and resolve membership needs, using clear and transparent communication to ensure member satisfaction.
• Participate in cross-departmental projects, contributing marketing and communication insights to enhance membership value and ensure seamless member experiences.
• Communicate updates effectively to senior leadership, management, team members, and others, ensuring alignment in messaging and strategy.
• Execute the marketing, planning, and execution of member services, events, webinars, and conferences, ensuring consistent branding and messaging across all communications and service delivery points.
• Engage with members at events, addressing needs, gathering feedback, and utilizing insights to inform future marketing and communication strategies.
• Perform other related duties as required and assigned. 

Job Qualifications:

• Bachelor’s degree in business, marketing, communications, or a related field.
• A certification in association management is a plus.
• 5+ years of experience in membership or association management, or customer relationship management, with a proven track record of driving membership growth and retention.
• Demonstrated ability to develop long-term membership strategies while effectively managing day-to-day operations. Experience in aligning strategic objectives with organizational goals and driving impact.
• Proven ability to deliver exceptional membership experience by understanding member needs, providing personalized support, and continuously improving services. A strong commitment to enhancing member satisfaction and engagement.
• Experience in leading cross-team initiatives and maintaining open communication with stakeholders.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with a diverse group of stakeholders.
• Proven ability to develop and execute membership or partnership strategies that drive growth and engagement.
• Excellent organizational skills, with the ability to manage multiple projects and priorities.
• Data-driven mindset with experience in analyzing membership data and trends.
• Proficiency in CRM systems (e.g., HubSpot, Salesforce) and partner relationship management tools.
• Leadership skills with experience in mentoring and developing staff.
• Strong analytical skills, with experience in using data and insights to inform membership strategies and decision-making.
• Ability to identify trends, assess challenges, and create data-driven solutions.
• Ability to work effectively across departments and teams, fostering a collaborative environment to achieve shared goals.
• Creative thinker with a history of finding innovative solutions to engage members and enhance the value of membership. Ability to think outside the box and introduce new ideas that drive growth and retention.

Child Care Aware of America (CCAoA) is committed to recruiting and retaining a diverse workforce. Our mission is to advance a child care system that effectively serves all children and families. Joining our efforts provides a powerful opportunity to make a difference in the lives of families and to advocate for the approximately 1.5 million child care providers in the United States. Join CCAOA to help us realize our vision that every family in the United States has access to a high-quality, affordable child care system.

**Please note Child Care Aware of America works in partnership with Talentuition & Infiniti HR throughout the hiring process. Candidates may receive outreach from representatives at Talentuition on behalf of Child Care Aware of America concerning interview scheduling, resume inquiries, and any further information necessary to begin the interview process**