Managing Director, Member Services

Managing Director, Member Services

International City/County Management Association

Washington, D.C. 
(Remote/Hybrid Position)
 

The Moran Company is pleased to partner with The International City/County Management Association (ICMA) to conduct a national search for the organization's Managing Director, Member Services. 

General Background

ICMA is the leading organization of local government professionals dedicated to creating and sustaining thriving communities throughout the world. ICMA was founded as The City Managers' Association in 1914, changing its name to the International City/County Management Association in 1991. ICMA is directed by its mission to advance professional local government through leadership, management, innovation, and ethics, thus assisting local government professionals around the world to create and sustain thriving communities, serving more than 14,000 members - professional city, town, and county managers who are appointed by elected officials to oversee the day-to-day operation of their communities. The organization provides significant member support through professional development programs, research, publications, data and information, technical assistance, and training to local government chief administrative officers, their staff, and other organizations around the globe. Decisions made and actions taken by ICMA's members can affect millions of individuals living in thousands of communities, from small villages and towns to large metropolitan areas. ICMA promotes ethical conduct with local government professionals through its historical Code of Ethics, guiding all actions regarding equity and justice in the administration of government.  More recently, ICMA expanded its global strategies to become a leading voice in local government abroad. 

ICMA, headquartered in Washington, D.C., has a total staff of approximately 100, all of whom currently work remotely. The executive-level, Managing Director, Member Services position reports to the CEO/Executive Director and manages a professional staff of 18. The Member Services Team has the responsibility for implementing strategies that will ensure global membership growth and retention, managing the ICMA awards programs that honor the inspiring individuals and communities that make a difference, as well as oversight for ICMA’s Ethics Program. 

Key Responsibilities

The Managing Director, Member Services develops and implements strategies to design and deliver services and benefits that serve all segments of ICMA’s membership. The position is responsible for the growth and retention of members, articulating and increasing the value proposition of ICMA membership. The Managing Director has oversight for a variety of membership programs, including the organization’s Ethics Program and travels up to 20% of the time, nationally and internationally. As a member of the Leadership Team, this position participates in Executive/Leadership Team strategic planning, supporting the CEO/Executive Director in managing the organization and implementing its mission.

Principal Duties

• Evaluate and implement opportunities to strengthen member services programming and membership value both nationally and internationally
• Provide oversight of all membership programs, benefits and services including career advancement, ethics, relationship management, member recruitment and board committee support
• Build and maintain strong relationships with members, prospective members, and other key stakeholders, including regular travel to member and stakeholder meetings and conferences
• Monitor and assess member feedback, addressing concerns and identifying areas of improvement
• Develop and execute a strategic plan to increase membership numbers and the diversification of membership
• Use innovative, data-driven approaches to continuously improve membership and engagement
• Collect and analyze membership data and trends to identify opportunities for growth and retention, tracking and reporting on membership metrics, engagement levels and program effectiveness 
• Select, manage, develop, coach and oversee staff and assess performance of the team; setting team goals and initiatives to ensure that the current and anticipated needs and interests of ICMA members are met
• Develop, oversee, and manage team budget for all membership benefits and service programs; monitor and control expenditures, develop and implement effective business strategies to enhance revenues; plan, allocate and monitor resources to ensure efficient utilization of staff and materials 
• Direct the creation and implementation of strategies to promote the profession as a career through guidance, programs, and tools for career advancement
• Provide technical advice or guidance on local government policies and operations; represent ICMA’s position on issues related to ethics
• Provide leadership on the development of partnerships with other organizations focused on local government management 
• Participate in conference planning and training, assist in coordinating and providing national and international training events to foster a sense of community and provide value to members 
• Participate in the creation and management of content for newsletters, social media, and other communication channels to keep members informed and engaged
• Serve as an advisor to the CEO/Executive Director by assisting with the implementation of operational plans in alignment with international and US growth strategies
• Collaborate with the ICMA Executive Board committees on the development of related policies in consultation with the CEO/Executive Director
• This position is currently remote; regular in person meetings are expected 

Candidate Qualifications

• Master’s degree in public administration, public policy, business administration, or related discipline 
• 8 or more years’ progressive leadership experience in association management,
  especially for membership organizations with a similar mission and membership
  base, or in local government management or administration at a senior level

Essential Knowledge/Skills

• Self-motivated leader with the ability to develop effective strategies for a member-based association
• Experience operating within a global business model
• Exceptional relationship builder with a customer-first mindset; strong interpersonal skills and effectiveness in working collaboratively with all levels of employees, as well as the Executive Board, members, and other external customers and affiliates 
• Exceptional business acumen with the ability to generate confidence and trust with all key stakeholders
• Expertise in strategic project management, operations management, and executive support goals, creating meaningful performance indicators, and using data to drive continuous improvement 
• Sound business and political judgement, high degree of integrity and unwavering commitment to the vision of ICMA
• Strong multi-cultural competency and commitment to diversity, equity, and inclusion
• Strong emotional resilience, constancy, and leadership presence
• Ability to model servant leadership and collaborate with cross-departmental teams to achieve common goals
• Strong analytical and problem-solving abilities, with a data driven approach to decision-making; ability to make sound judgments
• Strong communication skills, both verbal and written to represent the organization and deliver content to various audiences
• Knowledge of and proficiency with computer operations software, Internet technologies, virtual communication platforms, and Microsoft Office Suite

Competencies/Key Characteristics

• Strategic Thinking    
• Business Acumen                
• Servant Leadership            
• Results Driven
• Innovative                    
• Financial Management
• Visionary
• Collaboration Skills
• Transparency
• Excellent Communication Skills

Compensation and Benefits

The salary range for the Managing Director Member Services position is $170,000 to $180,000, DOQ. ICMA offers medical, dental and vision insurance, along with life and AD&D insurance and long-term disability insurance.  The organization contributes to a 403(b) retirement plan at increasing levels beginning at the 1st anniversary of hire. ICMA offers annual leave and sick leave along with 10 holidays and 2 floating leave days. 

Non-Discrimination 

At ICMA, we strive to promote and sustain a culture of diversity, inclusion and belonging every day. ICMA is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, sex/gender, sexual orientation, gender identity or expression, age, disability, protected veteran status, or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for ICMA job opportunities.

Application Process

The search for the ICMA Managing Director, Member Services is being conducted by The Moran Company. Submit a cover letter and resume to Sheryl Sereda, The Moran Company, through the linked secure online portal. The resume should be chronological and include all professional education and experience, dates of employment (month and year), position/title, and organization names.