Vp Member Impact Jobs

Job summary

Reporting to the CEO, the VP, Member Impact will play a critical, strategic role driving the entire customer journey at Pledge 1%, delivering strong value, and creating a vibrant global community of practice.Focusing on our rapidly growing base of self-serve general members as a priority, you will build the roadmap, team, infrastructure, systems, and product offerings that enable pledge 1% to propel members from pledge to action, at scale.

The VP, Member Impact will create a learning and “engagement machine” that provides the right information/activation opportunities at the right time to facilitate customer success (shift from pledge to action) and satisfaction, guides members on segmented journeys, enables members to overcome common pain points, collectively addresses real time/relevant social issues, facilitates peer to peer learning and knowledge sharing, all while at the same time supporting organizational wide goals around visibility, thought leadership, growth, impact, and revenue.

The ideal candidate can think strategically and roll up your sleeves to make things happen.You have experience building and scaling programs, and know how to operationalize by putting the right systems, metrics, feedback loops in place to remove friction, empower teams, and facilitate growth.You also bring a strong understanding of customer success and community engagement.

You are excited by the opportunity to be a leader in a fast paced, tenacious, innovative, collaborative, results oriented environment that’s driving exponential impact.And you are energized by the opportunity to build and deliver a scalable high quality member experience and best in class online community while at the same time actively participate on Pledge 1% 's core leadership team driving Pledge 1%’s overall growth, success, and impact.

What does a successful candidate look like?

• Social impact experience is preferred.
• A gifted communicator and active listener who can build relationships, break down complex ideas and tailor communication for different audiences.
• Track record of building and scaling community and/or customer engagement
• Excellent synthesis and presentation skills, with the ability to present to and build consensus amongst executives.
• Consistent attention to detail.
• Someone adaptable who can flex to the different needs of diverse stakeholders, can fine-tune process and communication to add value to segments with different needs.
• Strong leadership, time management, and critical thinking skills.
• Able to maintain a strong work ethic and positive attitude.
• Bachelor's Degree required.
• Entrepreneurial mindset.Self-starter, with ability to collaborate across teams.
• Experience owning and managing a technology product or platform; with a preference for those that focus on nurturing and building community.
• Being customer centric and having a passion (and experience) understanding, improving, and driving execution of member journeys. Creating the steps, content and value for our large and growing community, that leaves them delighted and wanting to tell the world.
• Equally strong wearing a strategic hat, or an execution hat.

Responsibilities

1. Develop a multi-year customer experience strategy and implementation plan that delivers strong value to general members, facilitates a vibrant community of practice, and supports overall organizational goals.

• Refine the customer (general member) value proposition: Virtual programs/learning, Thought leadership/playbooks/resources, Peer network/community, Visibility/amplification, Access, Magnified impact (via collective action), etc.
• Put the Infrastructure in place to gather and analyze external feedback. Make data informed programming/resources refinements and trade-offs. Calibrate the overall plan and resource allocations accordingly.
• Build the roadmap that enables Pledge 1% to scale.Note- Processes, people, and systems that provide an optimal member experience when Pledge 1% has 17k members (2k new members a year) will likely need to be re-envisioned as Pledge 1% approaches 50k (20k new members in one year++. You will have an eye both to what’s needed now as well as what will be needed at the next inflection point.
• Establish and manage metrics to track customer experience, report progress to the executive team, make pivots where needed on a go-forward basis, andprovide insights for Pledge 1%
• Establish clear priorities, initiatives, OKRs, and KPIs/metrics of success for the General Membership team that are aligned with overall organizational goals (2023 as well as 5 year plan)

2. Build an engagement machine

• Analyze metrics and insights to inform business decisions.Ensure that engagement and member sentiment is measured in a variety of ways to provide the best and most accurate picture of the member experience.
• Leverage your own Social Impact expertise and network (as well as a potential tiger team of advisors) to keep abreast of timely issues and customer needs.Develop content, playbooks, programs that continue to reinforce Pledge 1%’s thought leadership and position as an organization that educates and empowers its members.
• Partner with the Builders team (and possibly Equity) to create an integrated plan for program/learning/visibility opportunities/content that maximizes the return on Pledge 1% efforts and meet the needs of various stakeholders.
• Partner to design and implement a Builders as Facultyframework, enabling Builders (Social Impact Leaders) to share learnings and insights with the general membership while at the same time providing personal and corporate brand building opportunities to Builders.
• Create external playbooks and Pledge 1% thought leadership (and build the capacity to more quickly and effectively build/revise playbooks) that help Pledge 1% on their learning journey and address common needs.
• Offer a range of member engagement opportunities including virtual programs, external playbooks, forums, office hours, collective actions, campaigns, Pledge 1% to member communications, member to member communications, the Community Platform, etc.
• Evaluate (and if appropriate pilot/scale) Offline member engagement ie regional user groups, shadow events, Pledge 1% summit, etc.
• Create common frameworks, systems, roles, internal playbooks, etc. that enables Pledge 1% to scale to multiple engagement opportunities per week.
• Establish a central engagement/program/content calendar that facilitates the right balance of “plan ahead” vs “being responsive” to member needs/timely issues
• Segment general members as appropriate by affiliation, geography, role, stage, etc to support meaningful customer journeys and lifecycle experiences.

3. Refine Pledge 1% member onboarding, the 1st year experience, and overall engagement pathways

• Map out ideal engagement pathways for companies and individuals.Identify opportunities to move both companies and individuals up the engagement ladder (i.e. badging, awards, roles/titles, points, etc).
• Identify and prioritize segments (ie strategic growth partners), create segmented and/or possibly co-branded experiences. Assess, operationalize, and replicate.
• Analyze the customer experience with particular focus on the onboarding and the first year journey.Identify and overcome external and internal pain points. Work cross functionally (including product) to establish new SLAs and standards.

4. Ensure that day to day General Membership operations hum

• Develop SLAs for key processes to drive accountability and provide clarity of measurement
• Refine new member processing and welcome orientation as well as ongoing member support, customer service, and member success.
• Improve and innovate the infrastructure needed to gather internal and external data to meet the data requirements of the CEO and wider team.
• Bring clarity to the member experience team in terms of roles, priorities and individual OKRs

5. Drive the product roadmap (related to Pledge 1% members)

• Partner with the Pledge 1% CTO to drive the product roadmap for the Pledge 1% community platform, events, our HubSpot (or other marketing platform) member communications, and other member serving offerings.
• Explore new offerings tailored for specific segments and/or geographies.
• Improve the onboarding experience, integrate pledge and community experiences, create functionality for community email round-ups (based on customer feedback), optimize event integration between Splash and the Community platform and exploring a learning management system

Status:Exempt

Location:San Francisco Bay Area & Surrounding Region (Hybrid) preferred. Occasional travel requirements. Remote talent outside the Bay Area will be considered.

Salary & Benefits:$140,00-$190,000, subject to experience, and location. Stellar benefits, wellness package, and work-from-home stipend. Approximately 10-20 years of relevant experience is sought for this position.

Please send a resume and description of how your experience aligns to our requirements to[email protected]