Director of Member Services & Credentialing

Company: National Environmental Health Association (NEHA)

Location: Denver, CO

Date Posted: August 5, 2021

Application Deadline: Open Until Filled

Employment Type: Full Time

Salary: $80,000 to $100,000 DOE

Director of Member Services & Credentialing

About the Position

About NEHA
The mission of the National Environmental Health Association (NEHA) is to build, sustain, and empower an effective environmental health workforce. Be part of an organization that supports thousands of members committed to ensuring that the air we breathe, the food we eat, the water we drink and play in, and the homes and buildings we live and work in are all safe to enjoy. Since 1937 NEHA has been at the crossroads wherever human health and the environment intersect. As a 501(c)(3) nonprofit organization, through grant and membership support, NEHA works with federal partners such as the EPA, CDC and FDA on critical and diverse issues such as climate change, food safety, water quality, preparedness and more.
As a 501(c)(3) nonprofit organization, through grant and membership support, NEHA works with partners such as the EPA, CDC and FDA on critical and diverse issues such as climate change, food safety, water quality, preparedness and more. With over 6,500 members and a growing staff of 49 employees we work to fulfill our mission by setting standards of excellence for the profession through our credentialing program; by providing opportunities for education and training at our annual conference as well as through online and in-person courses; and by providing advocacy through our Government Affairs Department. Our headquarters is in the Denver area.
Position Overview
The Director of Member Services & Credentialing works collaboratively across the organization and with various stakeholder groups to create and deliver value to our members and credential holders. The Director will have primary responsibility for development and implementation of membership recruitment, engagement, and retention campaigns; volunteer engagement, recognition, and growth; and is responsible for managing, mentoring, and cultivating the full professional potential of their team. The Director of Member Services & Credentialing collaborates with an internal team of professionals charged with delivering high-quality customer service to NEHA’s 6,500+ members worldwide.
  • Responsible for membership recruitment, engagement, and retention to include the development of an annual comprehensive membership strategy to achieve 9,000 members.
  • Gather, analyze, and use data about members, customers, competition, and external influencers to leverage opportunities and evolve programs, products, and services.
  • Forecast membership growth and create strategies to target specific segments. Keep pace with member and customer needs by reviewing data from a variety of sources and inputs.
  • Develop and manage NEHA’s registration strategy for NEHA’s education program and learning experiences, including e-learning and in-person education events. 
  • Execute registration strategy and supervise membership team members and volunteers at in-person on-site registration.
  • Oversee development and maintenance of membership policies, procedures, and related documentation.
  • Develop relationships with affiliate officers, volunteers, members, and key industry subject matter experts.
  • Serve as the staff liaison for assigned committees. Effectively engage and cultivate volunteer and member strengths to achieve high performance outcomes and experiences.
  • Develop and manage the annual membership budget
  • Develop and propose a strategy to increase the number of credential holders to 10,000
  • Manages subject matter experts and consultants to conduct job task analysis, cut score studies, and develops exam blueprints and recertification standards for new credentials
  • Oversees exam development, deliver, item analysis, and security for existing credentials
  • Develops and sustains marketing strategies for credential initiatives
  • Oversees production of monthly credential holder reports, including reports to senior management. Distributes monthly credential dashboards reflecting the overall composition of the credential holders. 
  • Facilitate the Credentialing Committee meetings
  • Lead development of policy statements
  • Develop and manage the annual Credential department budget
  • Manage the state credential exams
Interdepartmental Collaboration
  • Establish cross-functional relationships with internal staff program stakeholders (education, marketing, finance, etc.) to facilitate the execution of innovative initiatives and build member value. Adhere to production timelines, from inception through product launch.
  • Collaborates with other departments in the development of new products and services.
  • Collaborate with internal marketing staff and external consultants/partners to execute membership recruitment, engagement, and retention tactics.
  • Partners with the Marketing and Communications teams to develop membership marketing and promotional materials, including applications, welcome kits, and other collateral.
  • Ensures other departments are provided with pertinent membership information; oversees content on membership/credential sections of website.
Data Integrity, Data Analytics, and Reporting
  • Responsible for the full functionality of our AMS (MemberSuite). Analyze data to advise executive leadership on membership trends and identify opportunities for improvement.
  • Oversees production of monthly membership reports, including reports to executive leadership. Distributes monthly membership dashboards reflecting the overall composition of the membership as well as the specific trends in composition.
  • Analyzes member and customer data to develop customer profiles used for targeted membership and customer outreach, with an eye toward the development and delivery of products and services based on the needs of individual target markets.
  • Partners with internal team and external consultants to ensure data integrity processes and procedures are in place; identifies areas where improved system changes or processes are required and recommends changes as needed.
  • Supports and fully participates in association activities as a key contributor and member of the executive leadership team.
  • Manage internal and external resources necessary to ensure the successful implementation and support of initiatives programs.
  • Supervise and develop staff to deliver programs and initiatives on time and within budget to meet technical and quality standards. Manage direct reports’ performance to achieve strategic initiatives/goals.
  • Participate as an active contributor in the budgeting process, reviewing departmental financial statements monthly to ensure Membership/Credential department activities are meeting and exceeding association fiscal budgeted needs.
  • Maintain current professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing professional networks both in the environmental health and association communities and participating in professional industry associations.
  • Comports and deports themselves in a professional manner
  • Other duties may be assigned.


Knowledge, Skills, Abilities
  • Skilled and experienced with AMS/CRM software (MemberSuite is highly preferred), data tools (e.g., Power BI, Nucleus), and social media and e-communication tools, plus strong Microsoft Office skills.
  • Experience with developing queries and query logic for AMS/CRM reporting.
  • Experience using and analyzing data to understand current membership needs and to predict future membership opportunities.
  • Excellent writing skills, with exceptional attention to detail.
  • Able to interface with a variety of constituencies and stakeholder groups with different needs and demands to achieve strategic goals.
  • Highly driven and results oriented, strong management skills, ability to set and enforce priorities and deadlines. Strong track record as an implementer who thrives on leading a variety of key initiatives concurrently and will work independently, including nights and weekends, if necessary. 
  • Demonstrated experience initiating, managing, delivering, and evaluating membership focused projects, programs, and services.
  • Ability to travel to conferences and committee meetings, as warranted 
  • Interest in publishing results of organizational efforts in peer-refereed literature.
  • Any combination of experience and education that would likely provide the required knowledge and abilities can qualify. 
Education and Experience
  • Bachelor’s degree in related field. Certificate in meeting planning and/or association management preferred.
  • Minimum of 7-10 years of experience in membership related activities in a professional association or similar environment including supervising personnel with demonstrable background in building and mentoring a team, fostering an inclusive and welcoming culture with staff, establishing trust and space to innovate and test new concepts.
  • Previous supervisory experience required.
  • Demonstrated experience working with Learning Management Systems, Association Management Systems, and Customer Relations Management systems.
  • Ability to deliver on-time and within budget approved projects within established parameters using own judgment and related work experience in executing responsibilities.
  • Proven ability to plan effectively to anticipate and avoid problems and troubleshoot as needed.
  • Demonstrated ability to independently plan and implement professional development experiences in a variety of innovative settings and formats.
What We Offer
The annual salary for this position is $80,000- $100,000 depending on education, credentials, and experience. 
We also offer a generous benefits package including paid time off and health, dental, and vision plans with employee premiums paid 100% by the association. Our benefits also include a five percent of base salary employer contribution to 403b retirement plan; paid short and long-term disability plans and paid term life insurance. We offer workplace flexibility including telework and a wellness program led by an employee committee that strives to inspire, create and maintain a workplace environment that supports physical, mental, and social well-being.
When Considering Applicants
When considering applicants, we look for integrity, a vision for what is possible and a proven performance record, along with the education, experience and skills that match the position requirements.
Equal Opportunity Employer (EOE)
NEHA is an equal opportunity employer which is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe diversity strengthens our organization, enriches its corporate culture and favorably influences our member services. We believe in DEI (Diversity, Equity and Inclusion)

How to Apply