Member Relations Manager

The Member Relations Manager promotes the CAIA designation while providing a consistently high quality of service to more than 11,000 CAIA members in more than 90 countries.  This position reports to the Director of Candidate & Member Relations. This is a full time, non-exempt position.

Job Responsibilities:

Member Communications & Customer Support

  • Serve as first point of contact for all member inquiries via phone and email including these tasks:
    • Process new and renewal Membership records
    • Verify and correct Member data and information on our systems
    • Respond to Member inquires/complaints in a prompt and courteous manner
    • Process Member record changes (name, address, etc.)
    • Send requested materials to Members (publications, renewals, etc.)
    • Update Association Management System (AMS) as appropriate
    • Promote Membership to non-members as appropriate
    • Respond to all emails and phone calls in accordance with established internal service level agreements
  • Provide input to Marketing for the monthly CAIA Member Newsletter
  • Facilitate New Member Orientation webinars including content, organization and presentation of webinars with other CAIA stakeholders
  • Serve as backup for Candidate Relations Manager during CAIA exam registration cycle peaks
  • Liaise with IT department to identify, prioritize, enhance or correct website issues that impact user experience

Member Management & Tracking

  • Manage and execute ordering and processing of CAIA Charters
  • Assist the Director with development, execution and tracking of membership acquisition, renewal, and recovery strategy and tracking
  • Analyze survey data and develop key findings report, upon request

Member Benefits

  • Collaborate with CMR Director and Marketing Director on messaging and Member benefit programming
  • Learn Career Center Administrative tool to track usage of CAIA Career Center, and provide support to Members and Institutions
  • Assist with establishing, implementing and tracking effectiveness of new member benefits and initiatives

Member Compliance

  • Support monitoring of CAIA designation misuse issues while coordinating with Legal

Fundamentals of Alternative Investment (FAI) Program Support

  • Serve as first point of contact for all FAI technical inquiries
  • Provide email and phone support for FAI inquiries and problems
  • Enroll individual and cohort groups of FAI participants into the program’s learning management system
  • Manage database and deliver scheduled customer reporting as needed
  • Participate in cohort onboarding and admin training calls

• Enthusiasm for and understanding of CAIA’s mission and stakeholders
• Self-starter, detailed oriented and the ability to multitask in a fast-paced environment
• Excellent administrative skills
• Ability to learn on the job and follow detailed standard operating procedures
• Excellent verbal and written communication skills
• 3-5 years relevant experience including proven success in membership services and/or client account management, communications, and/or project management
• Excellent presentation skills
• Ability to work collaboratively with key CAIA departments
• Bachelor’s degree
• Technically savvy and familiar with tools such as Outlook, Sharepoint, SurveyMonkey, Trello, Microsoft suite, CRM/AMS platforms, Zoom/WebEx, Learning Management Systems, LinkedIn