Member Services Manager

The National Association of Housing and Redevelopment Officials (NAHRO) seeks a Member Services Manager to oversee and enhance the membership experience for its members. This position manages the day-to-day operations of member engagement, retention, and service delivery — ensuring that members receive exceptional value and support. The Manager plays a key role in implementing strategies to grow membership, strengthen relationships, and align member services with the organization’s mission and strategic goals.

The Organization

Formed in 1933, NAHRO is a membership organization of over 26,000 housing and community development agencies and individuals across the country. Collectively, its members manage and preserve 3 million affordable homes serving 8 million people in urban, rural, and suburban communities. For more information about NAHRO, please visit the website: www.nahro.org.

Vision

Thriving communities with affordable homes for all.

Mission

To advance the creation of strong, sustainable, equitable, and affordable communities through advocacy, professional development, and empowerment of our diverse members.

The Position

The Member Services Manager reports to the Director of Membership and serves as a key member of NAHRO’s membership team. This role is essential to strengthening NAHRO’s membership base, with a focus on recruitment, onboarding, orientation, engagement, and retention.

Supervisory Responsibilities: None.

Key Responsibilities

• Manage all aspects of membership administration, including recruitment, invoicing, onboarding, orientation, engagement, and retention.
• Develop and implement engagement strategies to enhance satisfaction, increase renewals, and win back lapsed members.
• Oversee and maintain the membership database, ensuring timely and accurate data entry, updates, and corrections.
• Prepare and present regular membership reports detailing dues collection, renewals, at-risk members, terminations, and new members.
• Collaborate with internal teams to create member-focused content for newsletters, the website, and social media.
• Serve as a backup for customer service inquiries, providing timely, courteous, and effective responses.
• Perform other related duties as assigned.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• Experience in nonprofit membership management.
• Proficiency with Association Management Systems (AMS); experience implementing a new AMS is a plus.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and project management tools.
• Ability to multitask, work independently, and solve problems proactively.

Preferred Experience and Attributes

• Hands-on experience in member relations or engagement roles within nonprofit or membership organizations.
• Strong analytical skills with the ability to interpret and present membership data and insights.
• A proactive, collaborative, and detail-oriented approach to work.

Application Process

To apply, email your resume, cover letter, and any accommodation needed for the application and interview process to personnel@nahro.org. Resume reviews begin immediately. Only candidates whose experience matches the requirements will be considered.

The salary range is $70,000 – $80,000. NAHRO offers a generous slate of benefits, including medical, dental, vision, and life insurance, transportation allowances, and retirement.

Please note: This position does not offer visa sponsorship. All applicants must be based within the DC, Maryland or Virginia area with no relocation costs provided.

NAHRO is an Equal Employment Opportunity (EEO) employer. Candidates for employment are considered without regard to race, age, religion, color, gender, national origin, disability, military status, marital status, sexual orientation, family responsibilities, political affiliation, or any other characteristic protected by federal, state, or local law. Our non-discrimination policy applies to all facets of employment, including recruiting, employment, promotion, demotion, dismissal, and compensation.

NAHRO offers a generous slate of benefits, including medical, dental, vision, and life insurance, transportation allowances, and retirement.