Senior Program Manager - Membership Recruitment and Engagement
International City County Management
- Washington DC
- Permanent
- Full-time
- Drive a multifaceted program or service across multiple stakeholders; manage scope, schedule, resources, and budget simultaneously
- Work with Regional Directors to develop, organize and implement effective strategies; analyze regional data, recommend and conduct recruitment campaigns by state, track effectiveness and perform other related tasks
- Responsible for all recruitment collateral, which includes but is not limited to communication development, document review, and partnering with outreach and other teams; and to develop and implement rejoin campaigns for lapsed members
- Compare external partners' membership data against ICMA membership records, scrub data for import, provide reporting for gap analysis
- Manage ICMA's onboarding program, including data review, outreach, tracking, reporting and improvements; work with other teams to ensure data accuracy and promote ICMA's member benefits and resources; support member retention outreach efforts bi-annually
- Collaborate with internal teams to drive delivery excellence for the program and to translate organizational objectives into program objectives and practices
- Define and document processes and drive continuous improvement using measurement/metrics data; create analytics that give leaders insights into objectives and key results on this program; design reports, support dashboards, and analyze data to track activity
- Forecast, manage, and report on project financial, planned vs actual project schedule and resource utilization; manage scope, schedule, resources and budget simultaneously
- Participate in the Executive Board's Membership Committee discussions and assist in the preparation of Member Services board agenda communications when necessary
- Promote a culture of excellence, inclusion, learning, support, diversity and innovation
- Collaborate with and respond to member and client inquiries
- Bachelor's degree in relevant discipline
- Eight (8) or more years of experience in program or project management. Willingness to supervise support staff and interns
- Ability to establish and maintain effective working relationships with external parties
- Ability to work collaboratively and act in a lead role within a team environment, to meet aggressive goals and pre-defined measurement criteria
- Considerable expertise in establishing and operating all aspects of program management including planning & organization
- Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures and has the ability to drive results
- Ability to manage changing priorities, multiple efforts, meet deadlines and adapt to a changing business environment while building and strengthening internal and external relationships
- Ability to think strategically and long-term about the needs of the professional service offering
- Proven ability to orchestrate activities and problem solve across multiple stakeholder teams, leading others in delivery of a solution
- Demonstrated experience with setting strategic team goals, creating meaningful performance indicators and using data to drive continuous improvement
- Proven leadership experience with the ability to coach teams or individuals across multiple stakeholder teams while leading others in delivery of a solution
- Excellent organizational skills and attention to detail
- Excellent communication, presentation, analytical, planning, and process development skills
- Demonstrated ability to respond effectively to multiple priorities, continuously prioritize deliverables, and to respond in a dynamic work environment
- Ability to compose and present comprehensive reports
- Strong analytical and data analysis skills
- Highly proficient with Microsoft Office Suite, virtual platforms, and association management software
- Work is typically performed in a virtual home office environment free from hazards or unpleasant environmental conditions
- Work requires travel up to 10% of time, primarily within the U.S.
- Remote work environment
- A collegial working environment where teamwork and individual contributions are valued
- A competitive salary
- A comprehensive benefits package that includes employer sponsored health, dental, life, disability, and employee assistance benefits
- Paid time off to include vacation, sick leave, holidays, and floating days
- Contribution to a supplemental retirement plan
- Opportunities for ongoing professional development