The Director of Member Services at the American Herbal Products Association (AHPA) plays a pivotal role in driving membership growth, retention, engagement, and overall member satisfaction for the organization. This role oversees the full membership lifecycle, including prospecting, recruitment, onboarding, and renewals, while developing and executing strategies to strengthen community and loyalty. This role ensures high-quality service, manages benefits fulfillment, and addresses inquiries or concerns. The position also supports educational initiatives by coordinating event registration and assisting with program execution. Additionally, the Director of Member Services collaborates with leadership on long-range membership strategies and helps implement program and engagement initiatives that enhance the value of AHPA membership.
Responsibilities
Member Recruitment & Sales
Direct efforts to identify, reach, and convert prospective members through outbound sales, networking, and referrals.
Conduct targeted outreach strategies via email, phone, social media, and industry events.
Collaborate with VP of Membership & Engagement to develop initiatives that generate leads and drive conversions.
Qualify prospects, manage pipelines, and track engagement.
Drive sponsorship sales, identifying prospects, presenting tailored opportunities, and securing partnerships that support organizational goals and enhance member value.
Membership Retention
Manage the membership renewal process, including automated reminders in conjunction with Director of Operations and personalized follow-ups for lapsed members.
Develop and maintain strong relationships with members, gathering feedback to inform program enhancements and new service offers.
Help develop and implement member engagement initiatives and programs to enhance satisfaction, community building and member retention.
Member Services and Support
Serve as the lead point of contact for member inquiries and feedback, providing high-quality, prompt customer service.
Oversee the new member application and onboarding processes, ensuring a seamless transition and a positive initial experience.
Oversee member benefits and services, including fulfillment of physical and digital materials and addressing concerns.
Education
Serve as registration point person for all events.
Support high-activity periods for events, helping with logistics, communications, and participant needs to ensure a seamless experience.
Attend trade shows including, but limited to Natural Products Expo West, SupplySide Global, Botanical Congress.
Assists Director of Education on creating, monitoring, updating, all facets of events in the Association database, including discounts, timelines, and promo codes for events when necessary.
Collaborate with cross-functional teams to promote educational offerings and enhance member participation and engagement.
Strategic Planning
Assists the VP of Membership and Engagement with developing long-range strategic membership growth goals and strategies.
Other Duties
Other duties and responsibilities as assigned by the VP of Membership & Engagement and President/CEO.
Qualifications
Minimum of 5 years’ experience in the herbal or dietary supplement industry.
Minimum of 5 years’ experience in sales, business development, or member/customer relations.
Proven ability to build and maintain strong relationships with members or clients.
Excellent communication and interpersonal skills.
Strong organizational and project management skills.
Experience with membership or association management preferred.
Comfortable working in a fast-paced, mission-driven environment.
Proficiency with Microsoft Office Suite and member management software (AMS).
AHPA provides a competitive compensation package, including salary + commission, health insurance, retirement match, and paid time off.
***TO APPLY: Qualified applicants, please send resume and cover letter to Amber Bennett, VP of Membership & Engagement, at abennett@ahpa.org.***
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