Engagement Manager - Washington, United States - National Veteran Small Business Coalition

Description

Job Description

The Engagement Manager (EM) assists in execution of the membership management, membership engagement, local organization management, and customer service for the National Veteran Small Business Coalition (NVSBC) / NVSBC Education Foundation. The EM will work closely with the Engagement Director to achieve the agreed upon strategic goals and response to the ever-increasing demand for the organization's programs and services.

The full-time position reports directly to the Engagement Director and has both internal and external facing responsibilities, ranging from:

• Membership management (recruit, retain)
• Membership engagement (create, update, publish events)
• Local organization management (lead, contribute)
• Customer service (manage, represent)

General Responsibilities

• Collaborate with staff and various stakeholders to support and sustain a positive and high-performing culture.
• Responsible for the enhancement of the NVSBC's image by being active and visible in the community and by working closely with other professional, civic, and private organizations.
• Identify best practices and improve internal systems with an eye toward future needs.
• Contribute to the short- and long-term planning processes to measure against strategic plans.

Membership Management

• Support the Coalition's efforts to recruit, retain, and engage membership.
• Maintain membership data, tracking, and reporting, including but not limited to:
  • Strategic goal dashboards, membership records, trend analysis by region, recruitment/retention reports, prospective member information, member experience throughout life cycle.
• Support strategic partnerships to assist outreach/recruitment/retention including attendance at conferences and events to represent the coalition.
• Identify opportunities to enhance member benefits and services offered by the coalition.
• Execute efforts to increase membership utilization of VetFedConnect to enhance/increase business opportunities for member organizations and prospects.
• Manage processes for feedback on membership, programs, testimonials, and services.

Membership Engagement

• Support the communications efforts to create, update, and publish events for members and prospective members.
• Consistent communications utilizing email marketing (MemberClicks) and social media channels (LinkedIn, YouTube) including ad-hoc opportunities as they arise.
• Manage content development and execution of multiple publications.
  • Collaboration with various subject matter experts and contributors that support NVSBC publications.
  • Recruitment of thought leadership articles by topic and author.
• Represent coalition at conferences, professional associations, and other events including the management of shipping (booth, marketing materials)
• Manage membership directory, opportunities board, and CommUnity platform.

Local Organization Management

• Manage and support expanding local engagement activities including networking events.
  • Travel to support operational engagements including leading events as MC, recognizing speakers/sponsors, and more as needed.
• Coordinate, communicate, and provide general support to regional and local leadership teams.

Customer Service

• Manage and contribute to the organization's customer service efforts to enhance customer satisfaction.
• Manage customer service support resources including consultants.
• Document and report out on customer service data and insights.
• Support incoming emails sent to organizational inboxes and distribute as necessary.
• Serve as the primary point of contact for incoming organization phone calls.

Required Qualifications

• Bachelor's Degree.
• Demonstrated problem-solving skills, a desire to take on new challenges and ability to deliver results in a rapidly growing, deadline-driven, fast-paced, dynamic environment.
• Experience with Microsoft Office Suite of Tools.
• Demonstrated communication skills, both written and verbal, and the ability to interact effectively with members and customers outside of the organization.
• Strong organizational abilities including planning, delegating, program development and task facilitation.
• Transparent, high integrity leadership, solution-oriented, data-informed

Preferred Qualifications

• Experience with database management, membership management, or CRM.
• Track record of successful operations leadership, program management, leading organizational transformation projects and program development.
• An understanding of the federal contracting small business community.
• Experience with email marketing software.
• Experience with LinkedIn and YouTube.
• 2+ years of professional experience.
• 2+ years of telework experience.
• Work experience in military, non-profit, government, or private sector.
• Military or military family experience.

Travel Requirements

• Must have ability to travel at 30% of time or greater.

Compensation

• Salary Range: $60,000 - $70,000
• Health, dental, vision, retirement, and additional benefits
• Internet and phone stipend.
• Opportunities for professional development and advancement.