Member Services Manager

The Association of Nutrition and Foodservice Professionals has an exciting opportunity for a Member Services Manager to join our team!

ANFP is a national not-for-profit association established in 1960 that today represents professionals dedicated to the practice of providing optimum nutritional care through foodservice management.  ANFP achieves its mission through networking, education, research, and advocacy and offers many benefits to its 15,000 members including continuing education, professional development, benchmarking, publications, resources, and employment services for members.

Reporting to the VP of Marketing & Member Engagement, the Member Services Manager is responsible for enhancing the overall member experience by coordinating the daily operations of the Member Services staff.  While managing member inquiries, maintaining membership records, and supporting member engagement initiatives the manager will lead the Member Services team to effectively operationalize policies and procedures to ensure a positive member experience.  The ideal candidate must have a strong customer service and supervisory background, excellent communication and organizational skills, and the ability to motivate and lead a team.

Responsibilities

• Manage the Member Services team of front-line associates and the day-to-day operations of the member services call center.
• Provide primary level of resolution for member/customer escalations and complaints
• Oversee data management and maintenance of membership information database, prepare reports, manage queries
• Ensure membership information is accurate on website and create tutorials as needed
• Supervise daily fulfillment of orders and submission to vendor; address escalations with vendor as needed
• Manage phone system messages and prompts
• Provide input and collaborate with Marketing in the development and implementation of membership recruitment and retention initiatives.
• Monitor department processes, provide ongoing performance reports to management, and make recommendations for efficiency and service improvements
• Manage the delivery of high-level customer service and support to members/customers
• Lead the Member Services team by managing projects, tasks, and responsibilities to ensure efficiency and productivity with a focus on accuracy and outstanding customer service
• Mentor Member Services staff and oversee staff development

Qualifications

• Minimum of a two-year degree from an accredited institution in management, business administration, or related degree
• Minimum of 3 years’ experience in customer service/membership management
• 3 years’ association experience required
• Strong supervisory skills with the ability to mentor and develop staff talent
• Excellent member service attitude and skills, high level of proficiency with membership database systems
• Possess the ability to adapt quickly and manage multiple tasks and projects simultaneously
• Ability to set priorities, meet deadlines, and work with multiple departments in a team-focused fashion
• Ability to work independently as well as within a team environment without direct supervision
• Possess a high level of initiative, problem solving skills, and ability to be flexible and adapt to shifting priorities
• Strong commitment to organizational mission and vision, with the ability to execute
• Be able to travel to Chicago/St. Charles, IL area all-staff meetings, and travel up to 5% out of the Chicago area

Position Type 

This is a full-time position, Monday through Friday, with rare evening or weekend work or overtime.

Benefits

ANFP is a leader in workplace culture and benefits with work-life balance supported with a flexible work schedule, winter break shut-down, a generous paid time off schedule, and other competitive benefits including medical, dental, vision, life, and disability insurance.  In addition, ANFP offers a flexible spending account, a safe harbor non-elective contribution 401(k) plan, tuition reimbursement, and professional development opportunities.

ANFP is committed to creating a diverse work environment.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, or another other basis protected by law.

Pre-employment screening is required for this position, including a criminal background check, verification of academic credentials, licenses, certifications, and/or verification of work history.

ANFP employs a distributed workforce.  All employees work remotely from their home offices and are required to live in Chicago or the Chicago metropolitan area.  All employees are required to attend periodic staff meetings in the Chicago area.

Unsolicited resumes will not be considered.

To Apply

Please submit your cover letter and resume to HR@ANFPonline.org.