Member Engagement Manager

Position Description
The Member Engagement Manager builds and maintains strong relationships among the membership of the Foundation, promotes participation in the work of the Foundation, tracks membership service, organizational and family history, and creates educational opportunities that support the membership throughout their service to the Foundation. The Member Engagement Manager delivers exceptional member experiences by identifying and assisting in the development of new services and materials to add value to membership and improves and enhances engagement with internal and external stakeholders. The Member Engagement Manager contributes to the Foundation’s mission, vision, values and strategic initiatives by actively listening to members, identifying educational needs and implementing appropriate solutions.

Reporting Structure

Direct Report: Director IT/Operations

Supports: Membership, Staff

Specific Responsibilities

Membership Engagement

• Build and maintain relationships with Members and curate special family remembrances.
• Design and execute engagement strategies ensuring a positive and impactful experience for all Members.
• Communicate family news and happenings in an engaging and positive way.
• Establish communication channels with staff, Members and other stakeholders.

Onboarding & Leadership Development

• Develop and maintain the member onboarding process for the next generation of leadership
• Identify new family members eligible to join the Foundation, provide guidance and support for apprentice members
• Serve as a mentor to all members of the foundation

Governance & Compliance

• Manage the Board and Officer election and voting process
• Manage and maintain member governance documentation and recommend improvements to leadership
• Maintain accurate data of member status, committees, office positions, and family history
• Stay abreast of private non profit governance rules and regulations
• Attend and participate in member committees and trustees/board meetings.
• Ensure compliance with internal processes, procedures, and quality standards.

Education & Learning Management

• Foster a culture of learning in coordination with the Education and Training Committee.
• Develop/maintain/manage Learning Management System (LMS) to support on-going education.

Historical Data and Artifacts Management

• Maintain records of Member interactions and communications to ensure transparency and accountability.
• Manage/process/maintain all Membership data within Foundation’s systems – including family tree events, member service, committee service and leadership service history, email groups and organizational lists.
• Research, gather, preserve and communicate family and foundation history.
• Identify, preserve and inventory historic family artifacts, photographs and recordings.

Other Activities:

• Join and participate in industry related associations.
• Assist and collaborate with event staff as needed or requested.
• Manage correspondence and inquiries from vendors relating to Membership and education projects.
• Prioritize daily, weekly, and monthly tasks and ensure all deadlines are met.
• Assume additional duties and responsibilities as requested.

Desired Characteristics

• Strong orientation for exceptional Member service
• Strong leadership skills
• Enthusiastic and Inquisitive; willingness to ask questions and seek knowledge
• Not reticent about sharing ideas and offering solutions to problems
• Exercises confidentiality and discretion on matters related to applicants, staff and family members
• Communicates in an articulate manner, both verbal and in writing
• Highly organized and efficient, completing tasks by deadlines
• Ability to handle multiple tasks and prioritize effectively
• Able to work in a team environment, in addition to working independently
• Ability to identify and mitigate risks and issues

Skills & Experience

• Familiar and proficient in MS Office (including Outlook, Power Point, Excel, Word, TEAMS, SharePoint)
• Excellent communication, conflict management resolution and interpersonal skills, with the ability to build strong relationships with Members and other stakeholders
• Strong leadership skills and attention to detail a must
• 5 plus years of experience leading a team, engagement initiatives, managing member relations.
• Strong project management skills, with the ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines
• Experience with CRM and LMS (Learning Management Systems) systems
• Association or membership driven organization experience a plus
• Non-profit, philanthropic experience a plus
• Experience identifying, developing and coordinating training programs and materials
• Ability to coordinate schedules and connect Membership to organizational resources
• Strong analytical and problem-solving skills

Requirements

• Position is based in Wilmington, Delaware with the possibility of remote work on a time-to-time basis
• May involve lifting and carrying file boxes of archive materials – under 35 lbs.
• Ability to work flexible hours, including evenings and weekends, as required either in person and or virtually
• We are looking for individuals who are enthusiastic about traveling on weekends and embracing the adventure of overnight stays at least four times throughout the year. Your willingness to explore new places will add excitement to our team!

Benefits Package

• Competitive Paid Time Off program
• Health Care, Dental, Vison, Short- and Long-Term Disability, and Term Life Insurance
• 401(k) Retirement Program – includes Employer discretionary and matching contributions
• Worker’s Compensation Insurance
• Retiree Medicare Supplemental Insurance

We are looking for confident and gracious individuals who communicate clearly and respectfully, fostering trust and understanding.

Job Type: Full-time

Pay: From $63,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Weekends as needed

Work Location: Hybrid remote in Philadelphia, PA

Salary : $63,000