Description

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.

About NAHRO
Founded in 1933, NAHRO is a membership organization representing more than 26,000 housing and community development agencies and professionals nationwide. Collectively, our members manage and preserve over 3 million affordable homes, serving 8 million people in urban, rural, and suburban communities. Learn more at 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 the empowerment of our diverse members.

Position Overview
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

Requirements

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

Salary Range: $70,000 – $80,000

Benefits: Comprehensive medical, dental, vision, and life insurance; and retirement plan.

Location: Applicants must reside in the Washington, DC, Maryland, or Virginia area. Relocation assistance and visa sponsorship are not available for this position.

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.