Summary

The Manager of Membership Group Engagement supports the success of member groups by coordinating engagement initiatives, partnering with volunteer leaders, and ensuring consistent, mission-aligned experiences. This role serves as a key point of contact for member group leaders, providing guidance, resources, and operational support to foster participation and connection.

The Manager collaborates with internal teams to implement group engagement programs, monitor participation, and identify opportunities to strengthen group effectiveness and member experience. This role requires strong organization, communication, and a commitment to supporting volunteer-led communities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Leadership, Skill Elevation & Team Development

• Lead, coach, and develop a team of associates who support administrators managing group memberships, enterprise licenses, seat-based programs, and organizational access.
• Build the team’s capability to communicate confidently with administrators at all levels, from program coordinators to senior executives within member firms.
• Strengthen associates’ consultative skills, enabling them to guide administrators through account management, renewals, onboarding workflows, and program optimization.
• Create training programs that enhance sales awareness, enabling associates to identify upsell opportunities such as additional seats, expanded licenses, or upgraded benefits.
• Foster a culture of professionalism, ownership, continuous learning, and proactive problem-solving across all administrator interactions.

Service Delivery, Relationship Building & Administrator Satisfaction

• Ensure the team provides exceptional service to organizational administrators, delivering accurate, efficient, and executive-ready communication across all channels.
• Promote one-call/one-touch resolution, reducing administrative effort and enabling frictionless management of organizational rosters, benefits, and digital access.
• Serve as point of escalation for complex administrator inquiries, demonstrating strong executive presence and relationship stewardship.
• Maintain high CSAT, NPS, and relationship health scores for organizational accounts, using feedback to drive improvements.
• Guide associates in building trusted advisor relationships that strengthen organizational loyalty and increase program adoption.

Group Program Administration, Seats & License Management

• Oversee the full lifecycle of group membership programs, including onboarding, setup, renewal planning, and ongoing roster management.
• Ensure accurate administration of organizational rosters, including adding/removing members, assigning seats, granting access credentials, and managing data integrity.
• Develop and optimize workflows for seat utilization, helping administrators ensure full use of licenses and identify gaps or expansion opportunities.
• Collaborate with Finance, Sales, and Membership teams to support invoice processing, contract terms, and renewal timelines for group accounts.
• Educate administrators on program features, entitlements, digital tools, and self-service capabilities, increasing adoption and reducing inquiries.

Sales Orientation, Wallet-Share Growth & Upsell Support

• Equip associates to recognize organizational growth signals, such as unused benefits, expanding headcount, or increased engagement—leading to upselling conversations.
• Develop scripts and coaching models for value-based selling, positioning additional seats, upgraded licenses, learning programs, certifications, or enterprise solutions.
• Oversee proactive outreach to administrators for renewals, roster expansion, underutilized seats, onboarding campaigns, and engagement initiatives.
• Partner closely with Sales/Account Management teams to ensure seamless handoffs and to support expansion and retention strategies for organizational clients.
• Analyze organizational utilization data and engagement patterns to identify new wallet-share opportunities and improve retention rates.

Root-Cause Elimination, Trend Identification & Experience Improvement

• Lead structured root-cause analysis for recurring issues related to roster management, digital access, seat allocation, billing, or program understanding.
• Work cross-functionally with Digital, Product, IT, and Operations teams to resolve systemic issues affecting group program administration and administrator experience.
• Identify trends in administrator inquiries, developing recommendations to simplify processes, update digital tools, eliminate friction, and improve program clarity.
• Drive continuous improvement projects that reduce inquiry volume, minimize manual interventions, and enhance administrator and member experiences.
• Maintain and enhance knowledge bases, SOPs, training guides, and self-service resources so administrators have clear, intuitive tools for managing their organizational accounts.

CORE COMPETENCIES

Education & Experience

• Typically, 5+ years’ experience
• Bachelor’s degree required.

Member Group Support & Engagement

• Supports member group participation, connection, and overall engagement.
• Ensures consistent, positive experiences across member groups.
• Responds to group needs and inquiries in a timely, service oriented manner.

Volunteer Partnership & Support

• Serves as a primary point of contact for member group leaders and volunteers.
• Provides guidance, tools, and resources to support volunteer-led activities.
• Builds strong, respectful relationships with diverse volunteer leaders.

Data & Reporting

• Tracks engagement metrics, participation, and feedback.
• Maintains accurate records and prepares reports to inform decision-making.
• Uses data to identify trends and opportunities for improvement.

Communication, Stakeholders & Visibility

• Communicates & teams across functions.
• High-level proficiency in critical communication skills.
• Strengthens and fosters internal and external relationships.
• Speaks to smaller groups in area of specialty.

Analytical Thinking & Problem Solving

• Manages and resolves operational, functional and organizational problems.
• Solves complex problems by taking a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information.

Knowledge & Skills

• Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines.
• Anticipates business and regulatory issues; recommends product, process or service improvements that will elevate and distinguish The IIA.
• Key skills: industry knowledge, talent management, problem solving, communication.

Supervisory Responsibilities                                                    

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Skills                                         

Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community. Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers.   

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Expert ability to work in a computerized environment with knowledge of Microsoft Office products. Web-related computer skills listed above.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk and sit. Specific vision abilities required by this job include close vision, distance vision and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.

About The Institute of Internal Auditors

Established in 1941, The Institute of Internal Auditors (IIA) is an international professional association. The IIA is the internal audit profession's global voice, recognized authority, acknowledged leader, chief advocate, and principal educator. We provide education, guidance, certification and other services to our members who work in internal auditing, risk management, governance, internal control, information technology audit and other related areas. Want to learn more? Go to www.theiia.org.

Connections working at The Institute of Internal Auditors