Director of Organizational Member Experience

Description

ABOUT THE ROLE

Associations International (AI) is an association management company based in Lexington, KY, who partners with non-profit trade and career associations. Our job is to help those non-profits meet their mission and grow their membership through the work of our talented, dedicated team. 

Our client partner, the International Coaching Federation (ICF), is seeking a Director of Organizational Member Experience to join the ICF Coaching In Organizations (CIO) team.  As the Director of Organizational Member Experience, you will lead strategic initiatives related to member engagement strategies for the ICF’s Coaching In Organizations (CIO) family organization. The Director of Organizational Member Experience will collaborate extensively with cross-functional teams and external partners to cultivate a vibrant online membership community, foster membership growth, design member benefit offerings and programs, and articulate the value proposition of our offerings. The Director of Organizational Member Experience will report to the Vice President of ICF Coaching In Organizations.

ESSENTIAL DUTIES AND FUNCTIONS

• Onboarding and Support: Design and implement a comprehensive onboarding process for new members and serve as the primary contact for member inquiries and issue resolution.
• Community Management: Oversee the development and maintenance of the online membership communities to foster engagement and interaction among members.
• Program and Event Management: Support the design and execution of programs and events, leading or facilitating discussions where needed.
• Marketing and Communications: Collaborate with the Marketing Team to align communication strategies with organizational goals, develop comprehensive marketing plans, and tailor strategies for key programs. Facilitate internal and external communications, curate content for newsletters and the website, and generate compelling digital content.
• Executive Coaching Council (ECC) Management: Develop and execute a strategic vision for the ECC, fostering relationships with senior leaders at member organizations by providing thought leadership. Design and implement innovative programs and workshops, and curate resources to enhance coaching cultures within member organizations.
• System Administration: Function as a system administrator in Higher Logic (employee engagement platform) and leverage NetForum (CRM) through a deep understanding of their capabilities. Previous experience in these platforms is not required, only the desire and capability to learn.
• Product and Service Development: Collaborate with ICF’s internal stakeholders as well as external partners to enhance products and services that drive member engagement and satisfaction.
• Member Satisfaction and Performance Tracking: Proactively monitor ICF Coaching in Organizations member satisfaction through surveys, interviews, and other feedback mechanisms. Develop and maintain KPIs and dashboards to track key metrics such as engagement, retention, and growth, ensuring continuous improvement in member services.
• Other Duties As Assigned: Undertake other responsibilities as assigned to ensure the success and growth of ICF and ICF Coaching in Organizations.

Requirements

QUALIFICATIONS AND SKILLS

• Excellent communication skills -- both written and verbal -- including comfort speaking in front of groups, delivering presentations, and facilitating discussions
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Flexibility to work after normal work hours and on weekends (our members are global)
• Experience in, or exposure to professional coaching
• Previous experience in Talent Management, Organizational Development, or other proactive Human Resources domain
• Experience influencing multiple stakeholders and participating in cross functional teams across geographies and business units
• Experience working in a multicultural environment
• Survey tools such as Survey Monkey, Google Forms, or Qualtrics
• Previous back-end system administrator experience in any system
• Social media experience

WHY JOIN ASSOCIATIONS INTERNATIONAL?

We hire diverse and talented people who drive the success of our partner associations by bringing their talents, passions, and expertise to the team. W