Community Manager

The Network Manager in PEIs membership team designed to provide a career development pathway for high-performing team members and meaningful support to the ever-growing portfolios of the Heads of Networks.

The role supports PEI members to participate in use contribute to and rely on our Peer-to-Peer membership products this person helps members discover relevant benefits and gain optimal value from network services with a core focus on delivering high satisfaction and increasing retention and return rates.

The successful candidate will develop close professional relationships with members across North America onboarding them building an understanding of their needs and objectives and developing a personalized 90-day plan (to the member/customer its Your First 90 Days) that drives engagement and renewal rates in line with PEIs membership model and corporate goals.

Responsibilities

Member Engagement & Relationship Management

• Conduct introductory demos of the platform highlighting key features and how to maximize membership ROI get member registered for upcoming relevant events for them
• Drive members to complete and update their profiles to unlock networking opportunities
• Conduct check-in calls; engage members to register for upcoming events and activities
• Help connect members to relevant peers within the community and ecosystem
• Provide members with support before during and after major conferences ensuring they are well-connected with the right people agenda items etc.
• Provide support to P2P Network Partners (service providers) to ensure their journey exceeds expectations

Programming & Events

• Support the Head of Network / Network Director in executing the annual program of touchpoints including:
• Conducting frequent research calls with members to ensure the program addresses their needs
• Developing and taking full ownership of online touchpoints in collaboration with production sales marketing and operations teams
• Identifying expert speakers (with guidance from events editorial and content leads) inviting them to take part briefing them and arranging prep calls
• Project managing assigned in-person meetings in your region end-to-end
• Provide support in the lead-up to and on the ground at events both virtual and in-person from small to large scale - including setting up Zoom meetings managing registrations and ensuring each member meeting is run successfully
• Support Heads of Network to execute their event strategies by targeting specific members before and during events
• Manage and track and issue all CPE credit certificates for CFO Networks virtual and smaller Network events
• Recruit speakers for virtual and in-person sessions
• Share ideas for content programming
• Project manage member only touchpoints at flagship Forums to include gathering rsvps member area setup arrangements liaising with marketing for photography video etc.

Data Feedback & Operations

• Use analytics tools to understand member benefit usage and identify engaged vs. non-engaged members
• Gather and collate weekly feedback on the value of membership and how member experiences (events panels webinars content) can be improved
• Maintain accurate CRM records and platform profiles
• Manage small-to-medium scope projects involving process improvements including transitions to new platforms (e.g. Marketo Zoom OBX etc.)
• Create processes and workflows to help the Networks team scale operations; produce flow visualizations and work through processes with relevant teams (e.g. marketing event ops sponsorship)

Cross-functional Collaboration

• Work closely with colleagues in member acquisition marketing central data office memberships event operations sales sponsorship and product development
• Provide support to other Network Directors (GP/LP) based in NYC as needed

Person Specification

Essential Experience & Skills

• A minimum of 2 years experience in customer success account management community management membership management or conference/event production ideally involving in-person professional or executive-level events
• Strong organizational skills with the ability to manage multiple priorities simultaneously and strong ability to focus heads-down and execute
• Previous experience with CRM and analytical tools such as Tableau Microsoft Dynamics 365 or Salesforce; proficiency in Microsoft Office is essential

Desirable Experience

• Experience within a network membership community or relationship-driven business model
• A broad understanding of private markets (private equity real estate infrastructure debt venture capital); an interest in financial markets is required

Personal Attributes

• Highly people-oriented outgoing and socially confident - comfortable acting as the public face of a professional network in live in-person environments
• Strong collaborator; team-centric with excellent relationship-building skills
• Comfortable and credible when networking; keen to bring people together and make connections
• Proactive self-directed and able to take ownership of outcomes through to completion
• At ease with new technology and able to champion change and best practice
• Excellent verbal and written communication skills; has natural curiosity and always learning mindset
• High level of confidence engaging face-to-face with senior professionals
• Curious and innovative; passionate about professional development and eager to learn about alternative investments and private markets
• Cares about data metrics and feedback
• Ambitious and career-driven