Membership and Sales Operations Manager

Position Summary

The Membership & Sales Operations Manager is responsible for the consistent, accurate, and responsive execution of National Auction Association's membership operations and sales fulfillment processes.

This is a highly operational role for someone who takes pride in making things work well. The Manager serves as a primary point of contact for members, executes established onboarding and renewal processes, maintains accurate membership data, supports auction school outreach, and ensures members receive timely and helpful service.

The Manager also supports NAA’s revenue operations by taking responsibility for fulfillment after sponsorships, advertising, exhibits, and strategic partnerships are sold. The Partnerships Manager owns prospecting, sales, pricing, negotiation, relationship development, and closing business. The Membership & Sales Operations Manager makes sure NAA delivers what was promised.

The successful candidate will be highly organized, proactive, service-oriented, comfortable making phone calls and solving problems, and exceptionally strong at follow-through. This person should notice when something is falling through the cracks—and take responsibility for getting it back on track.

Primary Areas of Responsibility
The position is expected to allocate time approximately as follows. Actual workload will fluctuate throughout the year based on membership cycles, events, and partnership commitments.

Member Service & Membership Operations 

• Serve as a primary point of contact for NAA members by phone and email, providing timely, accurate, and helpful service.
• Take ownership of routine member questions and problems, researching available information and systems before referring the member to another staff member.
• Execute NAA’s established new-member onboarding and first-year engagement process.
• Assist members with membership status, invoices, benefits, renewals, account information, and other membership-related questions.
• Maintain the accuracy and integrity of membership records within NAA’s association management system (AMS).
• Maintain established membership dashboards and reports, including membership totals, new members, renewals, retention, and other established metrics.
• Support established member recognition programs and awards.
• Manage the administrative execution of NAA’s annual election process in coordination with the CEO and COO.

Sales Operations & Partnership Fulfillment 

• Maintain accurate records of agreements, customer contacts, contracted benefits, required materials, deadlines, and fulfillment status.
• Coordinate onboarding and fulfillment communication with sponsors, advertisers, exhibitors, and partners after agreements are secured.
• Collect logos, advertisements, company descriptions, registrations, and other materials required to fulfill contracted benefits.
• Coordinate the delivery of contracted benefits, including advertising, website and digital exposure, email recognition, signage, event recognition, registrations, exhibit space, and other documented commitments.
• Communicate requirements and deadlines to Communications, Events, Education, and other staff responsible for completing specific deliverables.
• Provide onsite sponsor, exhibitor, advertiser, and partner support at NAA events as assigned.

Member Pipeline & Experiences 

• Serve as NAA’s primary operational contact for auction schools nationwide.
• Execute established new-member sessions and experiences at Conference & Show and other NAA programs as assigned.
• Monitor grievance submissions, send established initial communications.
• Monitor reported unauthorized use of the NAA logo and send established communications as directed.
• Provide administrative support for established member recognition, elections, and other membership-related processes.

What Success Looks Like

The Membership & Sales Operations Manager is succeeding when:

• Member inquiries receive an initial response within NAA’s established service standard.
• Members receive proactive phone outreach when a conversation is the most effective way to resolve an issue.
• Past-due and lapsed members receive documented outreach according to established timelines.
• Established renewal and retention processes are completed consistently and accurately.
• Membership records, invoices, and reporting are accurate, current, and reliable.
• Auction school outreach and student follow-up occur consistently according to the established process.
• Contracted benefits are completed accurately and by established deadlines.
• Sponsor, advertiser, exhibitor, and partner materials are collected and routed according to established timelines.

Qualifications
Required

• 4+ years of experience in membership, association operations, customer service, account support, sales operations, project coordination, administrative operations, or a related field.
• Exceptional organizational skills and demonstrated ability to manage multiple deadlines and detailed workflows simultaneously.
• A proactive, problem-solving mindset and willingness to take ownership of issues through resolution.
• Strong interpersonal and customer-service skills.
• Clear and professional written and verbal communication skills.
• Comfort communicating directly by phone as well as email.
• Experience working with databases, CRM systems, association management systems, or comparable business platforms.
• Ability to maintain accurate records and work comfortably with reports and basic data.
• Ability to coordinate work across departments without direct supervisory authority.

Preferred

• Bachelor’s degree in Business, Communications, Marketing, Association Management, or a related field.
• Previous association, nonprofit, membership organization, or professional society experience.
• Experience supporting sponsorships, advertising, exhibitors, partnerships, account management, or contractual deliverables.
• Experience supporting conferences, trade shows, or other events.
• Experience working with membership or customer dashboards and reports.
• Knowledge of the auction profession is a plus.

Environmental & Physical Qualifications

• Must be able to lift boxes weighing up to 50 pounds occasionally.
• Must occasionally be able to spend extended periods on their feet, including during NAA events.
• Must be able to work both in the office and remotely in accordance with NAA policies and work requirements.

About the National Auction Association

Founded in 1949, the National Auction Association (NAA) is the world’s largest professional organization for auction professionals. Headquartered in Overland Park, Kansas, NAA represents thousands of professionals across the United States, Canada, and beyond. NAA supports professionals across a wide range of auction specialties through education, resources, advocacy, professional development, and a strong professional network. NAA members adhere to a strict Code of Ethics that promotes integrity and professionalism throughout the auction community.

NAA Team Values

NAA exists to empower all auction professionals to shape the auction landscape and advance the industry.

• Respect: Every voice matters, every person counts.
• Accountability: Own it, deliver it, count on it.
• Proactive Service: Anticipate, act, advance.
• Growth: Challenge today, thrive tomorrow.
• Communication: Connect with purpose, clarity, and heart.
• Integrity: Lead with truth, serve with purpose.

Customer Service Beliefs

• Create a Positive and Consistent Experience
• Provide One-of-a-Kind Value
• Cultivate Kind and Respectful Interactions

To apply, email you resume and cover letter to Kristina Franz at kfranz@auctioneers.org.