This is a "hybrid" role. The selected candidate will work in NACD's Arlington, VA office (Tuesdays-Thursdays) on a weekly basis. Who We AreNACD is the trusted association for board directors. For almost 50 years, we have helped leaders build successful companies that make a difference in the world. We’re a collective of more than 24,000 individuals, 1,750+ boards, and over 20 chapters across the United States. As a peer-to-peer network, we are committed to helping directors navigate an increasingly complex governance landscape. Through education, research, events, and trusted connections, we empower directors and transform boards to stay on the leading edge of corporate governance. At NACD, our employees play an important role in delivering exceptional member experiences, building meaningful relationships, and supporting the success of today's business leaders. Summary As a Membership Coordinator, you will support the experience, engagement, and retention of both corporate and individual members. This role combines exceptional member service with operational excellence, supporting members through inquiries, renewals, transactions, connecting with resources, and ongoing relationship development. Membership Coordinators serve as trusted resources to members while partnering closely with advisors, managers, and internal stakeholders to deliver a high-quality member experience. This position offers a unique opportunity to engage with Fortune 1000 directors, C-suite executives, and other influential business leaders while developing expertise in corporate governance, relationship management, and member engagement. The ideal candidate enjoys building relationships, solving problems, delivering exceptional service, and developing the skills necessary to support long-term member success. Essential Duties & Responsibilities Member Service & Engagement- Manage shared inboxes, case queues, and member inquiries while meeting established service standards.
- Respond to member inquiries regarding membership benefits, educational programs, products, research, and available resources.
- Operate membership support channels, including phone, email, and case management systems.
- Troubleshoot member access issues and coordinate timely resolution.
- Support members with access to director education courses, certifications, event registration, and content recommendations.
- Triage and escalate complex member issues to appropriate internal teams.
- Maintain a professional, responsive, and relationship-oriented approach to member interactions.
- Develop an understanding of members' organizations, objectives, and support needs.
- Build trust and positive relationships through consistent, high-quality service.
Membership Retention & Relationship Support - Support corporate and individual member renewal efforts.
- Conduct renewal outreach and follow-up communications.
- Partner with internal stakeholders to support member retention goals.
- Identify opportunities to connect members with relevant NACD products, services, programs, and educational offerings.
- Develop commercial awareness through product knowledge and member conversations.
- Contribute to member retention by building trusted relationships and providing proactive support.
- Develop relationship management skills that support future growth opportunities within the Membership Team.
Operational & Administrative Support - Process membership transactions, renewals, and payments.
- Generate and distribute member documentation, transcripts, receipts, member onboarding materials, and related correspondence.
- Maintain accurate member records within Salesforce CRM and other membership systems.
- Coordinate with internal departments to resolve transactional issues, payment discrepancies, and administrative inquiries.
- Support the development and maintenance of standard operating procedures and process documentation.
- Contribute to continuous improvement initiatives that enhance operational efficiency and member experience.
- Ensure accuracy, completeness, and confidentiality in all member records and transactions.
Team Collaboration & Professional Growth - Collaborate with Membership Advisors, Managers, and cross-functional teams to deliver an exceptional member experience.
- Support departmental initiatives and operational coverage to ensure continuity of membership services.
- Maintain knowledge of NACD's products, programs, educational offerings, and member resources.
- Participate in ongoing learning and professional development to support continued growth within the Membership Team.
Nonessential Duties & Responsibilities - Perform other duties as assigned.
Qualifications & Experience Required- Bachelor's degree or equivalent combination of education and relevant experience.
- Minimum of 2+ years of relevant professional experience.
- Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
- Experience working with CRM or membership database systems.
- Demonstrated customer service, member service, or client service experience.
- Strong written and verbal communication skills.
- Ability to effectively manage multiple priorities and deadlines.
- Professional presence and comfort interacting with senior executives and business leaders.
Preferred - Experience working in associations, membership organizations, professional services, or executive-facing environments.
- Experience with relationship management, account support, or member engagement activities.
- Experience supporting high-touch customer or client relationships.
- Knowledge of corporate governance, education, or related industries.
- Salesforce experience.
Core Competencies - Strong organization, prioritization, and time management skills.
- Exceptional attention to detail and accuracy.
- Professional, polished communication style and executive presence.
- Excellent verbal, written, and phone communication skills.
- Strong problem-solving and critical thinking abilities.
- Service-oriented mindset with a commitment to delivering exceptional member experiences.
- Ability to build trust and develop relationships with members and internal stakeholders.
- Professional judgment, discretion, and adaptability in a fast-paced environment.
- Collaborative, team-oriented approach with a positive attitude.
- Intellectual curiosity with the ability to quickly learn, synthesize, and apply new information.
- Growth mindset and interest in developing broader relationship management skills.
This position description summarizes the main duties of the job. It neither prescribes nor restricts the exact functions that may be required to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
The salary/hourly range for this position is $55,500 - $60,500 plus bonus potential. Compensation is based on several factors including but not limited to education, work experience, certifications, etc.
|