The Chesapeake Bay Foundation seeks a Member Relations Specialist to be based at its Philip Merrill Environmental Center headquarters located in Annapolis, MD.
THE CHESAPEAKE BAY FOUNDATION
Established in 1967, the Chesapeake Bay Foundation (CBF) is the largest regional nonprofit conservation organization dedicated to saving the Chesapeake Bay, its rivers and streams, and the wildlife that call it home through education, advocacy, litigation, and restoration. Since 2010, CBF has engaged in a focused effort to defend and implement the Chesapeake Clean Water Blueprint, a binding federal and state collaborative agreement aimed at reducing pollution to the science-based, legally-affirmed levels established by the U.S. Environmental Protection Agency (EPA). The Blueprint is expected to be fully implemented by 2025. If the states and the federal government achieve Blueprint goals, the Bay will finally—after decades of failed efforts—be removed from the Clean Water Act’s impaired waters list. Successfully implementing the Blueprint depends on a well-informed, engaged, active, and diverse constituency of members, advocates, and volunteers who speak up and take action to save the Bay.
CBF has a staff of approximately 190 employees working in offices in Annapolis, Maryland; Richmond and Virginia Beach, Virginia; Harrisburg, Pennsylvania; and Washington, D.C. as well as 15 field education program locations. Our staff and volunteer corps work throughout the region educating students and adults, advocating for clean water policies, restoring waterways, and litigating when necessary.
CBF’s headquarters office in Annapolis, Maryland is the Philip Merrill Environmental Center, the world’s first U.S. Green Build Council’s LEED platinum building. In 2014, CBF opened the Brock Environmental Center—one of the world’s most energy efficient, environmentally smart buildings—in Virginia Beach, Virginia.
CBF has an annual budget of approximately $26 million and is supported by more than 275,000 members and e-subscribers. For more information on CBF, please visit cbf.org.
CONTEXT OF THE POSITION
Manages CBF’s Member Relations program with an eye to improving the overall member experience and increasing member retention. Administers a program that builds positive, long-term relationships with members through excellent service, support, and stewardship, and that nurtures those relationships to build trust and earn member loyalty.
Champions a customer service paradigm organization-wide, particularly with staff that interface directly with members. Assesses CBF’s member relations processes and organizes/ automates processes to allow for timely responses, improved delivery of service, and comprehensive tracking/tabulation of member concerns. Contributes to CBF’s membership revenue by ensuring acceptance into federal, state, and local workplace giving programs that maximizes the organization’s opportunities in employee giving campaigns.
Essential functions include:
1. Manage CBF’s Member Relations Program, including:
a. Model member relations and customer service best practices for the organization.
b. Oversee the processing of all incoming correspondence (phone, mail, e-mail) from existing members, supporters, and prospective members.
c. Manage integrity of membership data in CRM database.
d. Maintain member satisfaction by ensuring timely, accurate updates and adjustments to member records in CRM database.
e. Track, analyze, and report on data relating to interactions with members; make recommendations on necessary improvements to Member Relations procedures.
f. Represent the Membership Team in meetings with Development Support Services to ensure seamless data integrity.
2. Oversee key member acknowledgment processes, including:
a. Manage custom member acknowledgements produced in-house for donations under $1,000.
b. Manage tribute notification processes, including honorariums, gifts of membership and next-of-kin notifications for memorials.
c. Manage production process for acknowledgements produced by outside vendor.
d. Provide support for member recognition and stewardship events as needed.
3. Ensure CBF’s participation in federal, state, and local workplace giving campaigns.
a. Manage the application process for campaigns for which CBF may qualify; apply on CBF’s behalf to gain access to those campaigns.
b. Collaborate with Membership Fundraising Manager to forecast annual workplace giving campaign revenue and expense budget; monitor and report on campaign results.
c. Facilitate CBF’s attendance at campaign kick-off events to promote CBF through tabling and/or speaking opportunities, utilizing other staff or volunteers as needed; evaluate event success/impact.
d. Maintain materials for campaign events, including display boards, printed materials, and promotional items.
e. Ensure acknowledgement of workplace giving contributors, working with the data and support services team.
f. Serve as point-of-contact with the workplace giving management firm and Combined Federal Campaign liaison.
g. Assist Membership Fundraising Manager with growth of workplace giving programs, especially for new private corporate campaigns.
4. Facilitate Membership team’s representation at promotional, fundraising, outreach and tabling events, as needed.
5. Assist department as a whole with special projects as identified
PROFESSIONAL EXPERIENCE AND QUALIFICATIONS
Past management experience in customer service or member relations strongly preferred. Excellent verbal and written communication skills essential. Must have the ability to make decisions and exercise sound judgment. Must be able to handle escalated member complaints calmly and professionally. Advanced computer skills required, including proficiency in Microsoft Office products and Salesforce or similar database. Ability to learn new software with ease. Familiarity with CBF mission, programs and policies a plus. Experience with workplace giving campaigns preferred. Must be organized, detail-oriented, resourceful, adaptable, and possess excellent time management skills. Must be comfortable working independently and as part of a team.
To apply, please send resume and cover letter through job posting on CBF website no later than July 5, 2019.
CBF offers a comprehensive benefits package to include: 20 vacation days, 10 sick days, health, vision, dental, life insurance, and a tax deferred retirement plan.
CBF encourages diverse candidates to apply and is committed to creating a diverse and inclusive environment. CBF is proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.