Manager :: Impact Community

Position description

Your goal is to ensure members use and receive value from their membership experience and to be the point person for community management. You will directly support the Executive Director and Chief Impact Officer, and broader Impact team by understanding the collective and individual needs of the members and work to identify topics and plan ways for members to engage with each other. You'll be responsible for the end to end onboarding process, strategic communications, execution of special projects, data accuracy and more.

Responsibilities

• Support Community Director in building relationships with members to ensure that they are engaged and receiving the highest return on their investment in membership, establishing your own relationships with members over time
• Become a strategic partner to members by keeping up to date with their key challenges and opportunities
• Drafting all communications for membership
• Track and audit retention and indirect revenue influenced by the I&D community
• Responsible for end to end completion of member onboarding process, including facilitating welcome calls when needed
• Monitor, analyze, and drive continuous member engagement through NPS surveys
• Deliver on set key metrics for overall group performance
• Continually stay abreast of trending topics within the membership through engage calls, check-ins, etc.
• Lead special projects, including developing presentations by aggregating and synthesizing information, etc.
• Identify, address and document current process as well as process improvement opportunities to drive great efficiency and scalability
• Present updates to the company and the board as required by the Community Director
• Develop a strategy and implement cohorts process for 450+ members
• Create strategy for One Degree engagement
• Partner across the enterprise to implement self-service and automation solutions

• 3-6 years of work experience
• Ability to adapt to the nuances of a novel, virtual-only community still in its growth stage
• Ability to create and enforce processes where needed
• Strong interpersonal skills and ability to build key relationships across the enterprise and with C-suite executives
• Excellent communication skills, both interpersonal and written
• Ability to think strategically and work proactively and independently
• Willingness to take ownership of wide-ranging projects and responsibilities with persistence
• Solid computer and analytical skills
• Nearly impossibly high standards for quality and service