Engagement Manager

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.