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Achievements: 

  • Analyzed, developed and successfully implemented a new membership structure to eliminate barriers and provide flexibility in offerings for the future direction of the organization, resulting in 125% growth in membership within 10 months of implementation.

  • Redirected a website and e-commerce project to successful implementation within 6 months and within budget.  The project resulted in an increase of cross-promotion of all offerings leading to an additional $50K in publication sales, increased traffic flow to and throughout the site, and higher satisfaction ratings of site usage.

  • Created and deployed the organization’s inaugural Information Technology strategy. The plan provided staff with the information to better understand how IT resources were being utilized, where their projects existed within the strategy and created a stronger communication channel between IT and staff. This led to an increase in productivity of IT staff and overall staff efficiency by eliminating an average of 3,000 staff man-hours annually.

  • Redesigned legacy component relations program to align with the organization’s strategy and focus. The redesign increased engagement opportunities and the value proposition for volunteers and reduced expenses by $60K per year while streamlining staff focus and efforts in supporting components and volunteers.

  • Provide detailed analysis of key organizational projects by outlining various scenarios and financial impacts of decisions resulting in a better understanding of the calculated risks.

  • Reinvigorated Conference and Event activities to create a stronger value proposition for the attendees to the organization and alignment to strategic goals. Increased the conference and event production from one large annual event to an additional twelve regional events within one year.   Each event was designed with a 40% profit margin and focused on a key strategic demographic target. 

2013-2015
Executive Director Member & Technology - ARMA International

My Successes

Achievements: 

  • Developed the annual data analysis of the organization’s membership and the trends surrounding terminations, retention, and recruitment. The report provided a greater understanding of the membership trends leading to an increase in retention by 5%; a strong understanding of where quality leads that result in recruitment are for the organization and a clear understanding of who our members are and what their needs.

  • Implemented the global growth strategy for the organization. This resulted in 50% membership growth within in the European Union (EU) in the first year, a strong focused placed on EU partnerships and outreach efforts, and provided clearer direction on movement in the Asia-Pacific area. 

  • Unified customer service culture across the organization by creating a cross-functional team to develop standards and guidelines, regularly discuss challenges and relay information inter-departmentally. This led to a greater understanding of our position in the delivery of customer service resulting in an increase of the annual average customer satisfaction rating of 25% within the first year of its inception.

  • Developed and implemented a membership recruitment and retention plan to track organizational efforts and ensure opportunities were leveraged. This resulted in a decrease of termination by 1,000 members, and a 4% increase in retention. 

2010-2013
Director of Member Services - ARMA Interational

Achievements: 

  • Lead a cross-functional team, including external stakeholders, in a successful implementation of a new AMS system within a 6-month time frame. The process led to a higher quality of data in the system and the ability of staff to stay up to date on various processes.

  • Re-established and strengthened relationship with the organization’s 120 components over the course of one year.  This led to a stronger affinity and higher buy-in and support for the organization as well as higher levels of volunteer engagement across the organization. The relationships transitioned from one of competition to one of the collaborators. 

  • Streamlined annual awards program to eliminate inefficiencies. This resulted in a clearer understanding of submissions requirements and deadlines, distributed work of task force over a greater period of time to not overwhelm the volunteers, and clarify the judging process to focus more on the objectivity of the submissions rather than subjectivity. 

2006-2010
Manager/Senior Manager of Member Services - ARMA International
2015-Present​
Senior Director Membership & Strategy - American Mensa

Achievements: 

  • Responsible for all aspects of the membership functions of the organization from testing for entrance to joining and renewing. This includes a careful planning, developing, and execution of key communication messages and methods that carry the Mensa story of value and benefit from start to finish. Resulting in an 83% renewal rate at the highest in the organization's documented history.

  • Created the various membership persona's based on the various life milestones that members interact with the organization to strengthen the message and connections. Utilized these personas as part of our target messaging and communication with members.

  • Analysis, vetted, and recommended a key Association Management System for the organization within a 5-month timeline to best meet their needs and replace the custom legacy system that is in place. Currently focusing on aiding the organization (staff, board, and members) through the implementation process.

  • Developed a centralized strategy development and management process to map all activities back to the central strategy and drive the organization forward. Currently, have a 5-year goal for the organization and everything is working to drive the organization to that goal. Responsible for the monitoring, reporting, and recommendations on adjustments based on identified metrics and results.

  • Provide detailed analysis of key organizational projects by outlining various scenarios and financial impacts of decisions resulting in a better understanding of the calculated risks such as the events, publications, and marketing activities.

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