Director of Membership Services 205 views0 applications

Post Title: Director of Membership Services

Direct supervisor: Executive Director

Location: Abidjan, Côte d’Ivoire

Period: 24 Months with a 6 months’ probation period

Starting date: November,1^st 2019

1- HISTORY OF THE AFRICAN WATER ASSOCIATION

The African Water Association was created in 1980 as a professional membership Institution and was first called the Union of African Water Suppliers (UAWS).

In 2004, in order to take into account sanitation utilities, as well as regulatory and asset holding companies emerging from institutional reforms during the 90’s in many African countries and the strong will for these new entities to join the Institution, the Union of African Water Suppliers changed name and became the African Water Association (AfWA).

The African Water Association covers the whole African Continent and is the unique African Water and Sanitation Organization bringing together water and sanitation operators as well as various sector’s stakeholders.

2- VISION, MISSION AND STRATEGIC OBJECTIVES

Vision Statement

Being acknowledged leader in strengthening water utility management practices to support the goals of African Water Vision 2025.

Mission Statement

• Undertake programs and support knowledge sharing in sustainable water management – its science, practice and policy – through professional development, networking and advocacy.
• Support the members in their efforts to achieve the Millennium Development Goals (MDG) and other near-term targets that have been established for Africa (SDG’s).
• Advocate a balanced approach to utility management, based on corporate governance that is commercially sound, financially self-sustaining and environmentally compliant.

Main Strategic Objectives

• Strengthening the governance and management bodies of the Association
• Capacity Building for Water and Sanitation Operators in Africa
• Diversification of partnerships and strengthening of synergies
• Strengthening the visibility of the Association

African Water Association (AfWA) operates as a continental platform that brings together corporates of drinking water production and distribution, corporates managing sanitation services, as well as those those regulating water and sanitation sectorial policies in African countries. In 2018, about 38 years after its creation, AfWA was composed of 115 Corporate Members from 45 African countries and they are categorized as (i) active members.

While the AfWA’s Active Members mission vis-à-vis of their customers is to provide quality products and services, they need the expertise and inputs from the industrials providing hydraulic equipment and materials as well as highly skilled consultant, who also, are in need of the Active Members to buy their goods and services so to expend their businesses. With these links, there are sort of “win-win” exchanges within the platform between the water and sanitation operators and the equipment manufacturers and consultants. Both parties had so far understood that one cannot prosper without the other. With the development of the sector creating interest of other parties, AfWA decided to integrate new class of members, mainly constituted of industrials, equipment vendors or consultancy firms operating in the continent, but they may be from any other continent in the world. They are recognised as (ii) the “Affiliated members” and in 2018, they were 78 in this category with the most part from Europe. As for now, academic institutions providing curricula in water, sanitation and environmental sciences falls also into this category while the last two other categories are comprised of (iii) individuals showing interest in the sector and (iv) honourary members of AfWA

AfWA main activities are related to building the capacity of water utilities through seminars, master classes, workshops, technical sessions during its congresses as well as continent-wide, grant-supported programs and projects. Since 2009, AfWA has been entrusted by the UN to develop the Water Operators Partnership Concept in the African Continent. This has been done by supporting more than 25 partnerships between utilities under the grants awarded by UNHABITAT, USAID Washington, AfDB/AWF. In parallel to the development of these partnerships, through another USAID Washington grant within FABRI – the “Further Advancing the Blue Revolution Initiative” – AfWA has organized a major capacity building project called Reducing Non-Revenue Water in sub-Saharan Africa involving 21 utilities in 19 African countries. Currently, AfWA is implementing three programs respectively funded by USAID-west Africa office, the Bill and Melinda Gates foundation, and the European Union through the Horizon 2020 initiative. The total budget for these programs is about five (05) millions USD.

For more information, please visit https://www.afwa-hq.org/index.php/en/ .

As a new vision, AfWA is undertaking a transformational change and is looking forward to enhancing its membership growth activities which needs to implement stronger actions towards membership satisfaction strategies as well as tightly complying with the donor’s funds management requirements. Thus, AfWA is seeking for a Director of Membership Services. The position proposed is key to achieve on a sustainable manner the mentioned objectives.

3- PROJECT DESCRIPTION

The Director of Membership Services will be a strategic thought-partner, and report to the Executive Director (ED). The successful candidate will be a hands-on and participative manager and will lead an internal team to support the following areas: Membership management, Membership engagement, and Membership development strategy.

The Director of Membership Services will play a critical role in partnering with the senior leadership team in strategic decision making and operations as AfWA continues to enhance its quality programming and build capacity. The Director of Membership Development direct and oversees membership services and activities for the organization. This is a tremendous opportunity for Membership development leader to maximize and strengthen the member outreach and internal capacity of a well-respected, high-impact membership organization.

Basic Function: The Director of Membership Development is responsible for the Membership management of the organization, and, as part of the senior management team, participates in a variety of strategic and operational decisions concerning the membership and critical member services.

The Director of Membership Development is responsible for developing and implementing a strategic plan that delivers services that meet members’ needs, drives membership growth, sustains retention, and meets annual revenue goals. The Director will provide reporting and analysis of member data, campaign results, and engagement with a view to continual improvement and enhanced member value. The Director also oversees daily member operations including timely and accurate dues collection, data management and quality, and excellent membership service.

4- RESPONSIBILITIES

Membership Management and Analysis

1. Develop and delivery AfWA’s first Membership strategy, including design of a detailed member satisfaction study and market analysis to inform the strategy
2. Direct and oversee membership activities and member services for a membership organization.
3. Develop membership reporting and planning system to inform leadership decision making
4. Develop initiatives and policies designed to increase and retain membership and improve member satisfaction.
5. Create, update, and distribute information to current members as well as prospective members.
6. Assist in the determination of membership fees.
7. Effectively communicate and present the critical membership matters to the Executive Board.
8. Undertake Membership analysis to periodically bring inputs for the AfWA strategic plan.
9. As part of the leadership team, provide input into organizational development and budget
10. Process management functions which may include data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement.
11. Process development of performance metrics for benchmarking purpose and negotiating stakeholder agreements for implementing improvements and monitoring post-process improvement initiative performance to updated data and improved standards.
12. Undertake and execute activities in support of organizational goals and be accountable for providing business process solutions to meet members expectations.
13. Compiles analyzes and delivers monthly membership reports.

Membership Engagement and Strategy

1. In collaboration with the ED and the senior leadership team, develop AfWA strategy and business plans
2. Participate in the formulation of the organization’s overall strategic direction
3. Examines Membership policy issues and strategic planning with a long-term as well as short term perspective.
4. Determines objectives and sets priorities; anticipates potential threats or opportunities and vets them within the organization and with the members as appropriate.
5. Develop and implement strategies to increase Member satisfaction, increase Member acquisition, renewal, and retention.
6. Ensure membership goals are met or exceeded, and give great attention to Member inquiries and feedback, Member satisfaction is closely monitored.
7. Build and maintain membership business plan complete with five-year projection
8. Oversees and directly contributes to generation of $XX+ in new incoming Members and renewals annually
9. Works toward and then sustains annual renewal rate of xx%.
10. Facilitates “Member-only” programs and other member services and events to attract new Members and engage existing Members.
11. Collaborates with the Marketing team to develop creative concepts and the writing of content for membership appeals, renewals, and welcome packages.
12. Develops baseline for Member satisfaction, and process for periodic review.
13. Listens to and learns from Members using a variety of continuous improvement tools including, but not limited to, surveys, feedback forms, and direct dialogue.
14. Protects Member data and ensures integrity of membership database.
15. Carefully manages renewal appeals to stimulate renewal rate.

Administration and Operations

1. Establishes a creative and integrated membership-focused culture and seeks to keep the membership team motivated, trained and informed through regular communications and events
2. Compile and report on key business and operational metrics
3. Monitor organizational performance to identify opportunities for potential operational improvement and cost reduction his area.
4. Oversee all aspects member dues structure and billing and collections processes, including regular evaluation of the competitiveness and equity of dues rates, monitoring revenue flow, and identifying opportunities to improve efficiency.
5. Supervise the administrative, marketing and communication staff including the knowledge management function.
6. Communicate directly and regularly with the Membership Engagement and development me Committee of the AfWA Board and prepare board, sector, and committee reports concerning membership
7. Oversees the operation and budget of the Membership Department, supervises staff, and ensures professional development to grow the team’s talent and effectiveness

5- SKILLS AND QUALIFICATIONs

1. Higher Education or Master degree required, MBA or similar degrees in business management preferred
2. A minimum of 10 years of, experience running networks or industry associations, experience working in a membership organization
3. A successful track record in setting priorities; keen analytic, organization and problem-solving skills which support and enable sound decision making
4. Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders to deliver result-oriented recommendations
5. A multi-tasker with the ability to wear many hats in a fast-paced
6. Commitment to mentoring staff to maximize individual and organization goals across the organization, including best practices in financial management
7. Personal qualities of integrity, credibility, and dedication to the mission of AfWA
8. Fluent in at least one AfWA’s official language (English or French) with good basic knowledge of the second. Fluency in both is a plus.
9. Management and supervision experience.
10. Membership association experience.
11. Experience with a constituent or membership association environment database.
12. Experience and knowledgeable of current association membership trends and best practices for identifying and implementing innovative programs, services, or initiatives that enhance member value.
13. Excellent communication (written and oral) and interpersonal skills and a demonstrated ability to collaborate and work effectively.
14. Strategic thinker with a collaborative style of leadership that fosters teamwork and sustains a learning environment for staff.
15. Strong organizational and prioritization skills.
16. Strong technical skills.

6- REQUIRED DOCUMENTATION

• Letter of Motivation
• Detailed Curriculum vitae in English and/or French.
• Names and contact information of three reference persons.

Female candidates are strongly encouraged