Director Member Services & Engagement

Job Post Information* : Posted Date 1 month ago(10/31/2022 2:51 PM)
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Your Challenge:

At HIMSS, we are a catalyst for change in the health and wellness ecosystem. As one of the largest and most experienced global healthcare associations, it is our responsibility to lead this revolution. Our mission is to reform health globally through information AND technology. Our staff, nearly 300 world-wide, are vital to achieving that mission. We are looking for team members who are curious to ask “What if…?” and have the tenacity to fight for the change we believe in. Join HIMSS to be part of the transformation of health and wellness.


This position will drive member strategy to include engagement, recruitment, retention, and revenue for the individual membership program. They will lead the development, ongoing direction and day-to-day operations of a member services and loyalty/rewards program in support of individual HIMSS membership (IM) (e.g., regular memberships, digital memberships, student memberships, chapter-only, and non-organizational complimentary memberships). In addition, this person will leverage available member touch points across the HIMSS enterprise to drive engagement, retention, and satisfaction. Also, having oversight for membership advancement, as well as awards and recognition. This position is responsible for the advanced analysis of member satisfaction data and dashboards central to the IM function. This position is also responsible for the management of the IM budget to include advanced trend analyses that serve to accurately forecast year-end revenue and future-year budgets.


Essential Functions:

  • Oversee member & customer relationship lifecycle management and services, including leading collaboration with HIMSS leaders to support the development and success of a member service center to strengthen member value, satisfaction, and overall engagement, including member advancement and recognition programs.
  • Create and execute a inclusive plan to grow membership, including assessing market sectors and geographic areas for growth, and setting targets for member engagement.
  • Lead the strategy, development, and operations of a member-loyalty and gated benefits program to support engagement and growth.
  • Direct individual membership types and benefits, as well as collaborate on the management and oversight of individual membership recruitment, renewal, and retention functions in collaboration with all related business owners/departments having IM responsibilities.
  • Engage with cross-functional leadership (e.g., Marketing, Product) to refine messaging and member value proposition. 
  • Leads the evaluation of member benefits, access, platforms, and guides technology needed to gate member content and benefits.
  • Work in close coordination with HIMSS Group staff (IT, AppDev, Finance, and Marketing) and other service departments to develop required business intelligence reports, dashboards necessary to cleanse and mine data to drive growth of individual memberships and revenue.
  • Oversee the development, monitors, and leads the Individual Membership annual budget and provision of necessary expense line-item information to IM business owners. This requires the creation and maintenance of advanced forecasting models to accurately project revenue and budget forecasts.
  • Perform advanced membership data analysis to determine benefit utilization and engagement, financials, growth trends and/or identify problematic trends and take necessary steps to remediate and refine program.
  • Lead administrative and customer service support and engagement.
  • Direct member engagement at HIMSS Global Health Conference, within Accelerate, and at other event and member experiences.
  • Perform other related duties as required or assigned that contribute to the effectiveness of the department.


What you will need to be successful:

  • Bachelor’s degree in Marketing, Business, or related field required. Master’s degree is preferred.
  • A minimum of 10 years in member/customer service with a minimum of 5 years of supervisory experience.
  • Experience successfully optimizing consumer platforms that have delivered high-value solutions for end users.
  • Experience leveraging data and analytics to inform decisions and drive member engagement and strategic planning to define operational success.
  • Experience architecting the scalable philosophy of member engagement and experience, highly preferred.
  • Experience with Salesforce CRM/marketing automation.


Why we love HIMSS, and why you will, too:

  • Diverse, collaborative and winning team environment.
  • Flexible working arrangements, opportunity to work 100% remote.
  • Comprehensive healthcare coverage.
  • Generous paid time off, including time off to volunteer!
  • Wellbeing programs to support all of your emotional, physical and financial needs
  • Emphasis on continuous learning and development.

Are you a Changemaker?


Together, we’ll do amazing things for healthcare.


HIMSS is an Equal Opportunity Employer: Vets/Disabled



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