Company Description

The International Living Future Institute is a non-profit organization whose mission is to catalyze the transformation toward communities that are culturally rich, socially just and ecologically restorative. ILFI’s flagship program is the Living Building Challenge, the world’s most ambitious and holistic performance standard for resilient, healthy, and green buildings. ILFI offers other certifications, transparency labels, education, and events that enable organizations and individuals to communicate their commitment to a healthier world.

We believe that the building industry can shift dramatically far faster and more radically than many assume. We also believe that the industry can and should address ecological impact, social impact, health impact and cultural impact as intersecting issues. Living Buildings are beacons for change, data points for skeptics, inspirational stories for young people, and test beds for innovation. We seek to affect change in the building industry by envisioning a Living Future and showing it’s possible to embody that future in practice and policy.

Job Description

STATUS: Full-time, exempt

REPORTS TO: Director, Member Engagement

LOCATION: Remote within the United States

The International Living Future Institute (ILFI) is seeking a Member Engagement Specialist who will serve as a key member of ILFI’s Membership team, providing direct assistance to our Living Future Member community as well as fulfilling critical daily operations to ensure the success of the program. This new position is responsible for delivering a superior customer experience to active and prospecting members via email and phone, maintaining and improving the member portal website, supporting group memberships, and supporting the delivery of member programming. The successful applicant will have 1-3 years of experience in customer service, outreach, or a related field. ILFI is particularly interested in candidates with Salesforce experience, strong organizational skills, a relationship-oriented approach, and a passion for the Institute’s mission.

ILFI delivers value to our members through continuing education, networking groups, program resources and tools, and leadership opportunities. We facilitate connection and collaboration, introduce cutting edge knowledge from the field, and help members advance the practice of regenerative design. For more information, visit www.living-future.org/membership.

Job Responsibilities

PROGRAM ADMINISTRATION (40%)

Manage member records and lists in Salesforce CRM database.
Maintain member onboarding activities such as member welcome emails.
Support Salesforce improvement projects, process improvements, and other technology optimization as needed.
Manage updates and improvements to the Member Dashboard portal website, including new member announcements and updates to the resource library.
Collaborate with team members in Impact and Programs & Innovation to support delivery of new resources and other member offerings.
Partner with Director on outreach efforts including developing email campaigns, graphics in Canva, and copy for social media or newsletters.

CUSTOMER SUCCESS (30%)

Build relationships with members to provide a positive customer experience and pathway into ILFI programs and engagement.
Support current and prospecting member inquiries by phone and email.
Create and send invoices for individual and group members.
Support inquiries from member volunteers such as regional community leaders.

MEMBER ENGAGEMENT (30%)

Manage monthly cadence of member check-ins and renewals outreach by email and phone.
Conduct group membership benefits administration, monthly check-ins and renewals.
Assist with content planning, development, and delivery of monthly member newsletter.
Assist with planning of member webinars, virtual meet-ups and other member engagement opportunities.

Qualifications

We know that you may not have all the skills listed below and we encourage you to apply if you meet the majority of the requirements.

1-3 years of experience in customer service, membership, or a related field.
Excellent communication skills (written and verbal).
Superb interpersonal skills, including the ability to quickly build rapport with stakeholders and understand their needs.
Proven organizational and time management skills.
Demonstrated ability to work independently, and effectively with a variety of stakeholders representing different organizations, backgrounds and perspectives.
Familiarity with Google Workspace, Salesforce, and comfort with learning new software applications. Hardware and software will be Mac based.

DESIRABLE

Living Future Accreditation. Candidates who are not already Living Future Accredited will be supported in achieving their LFA within one year.
Experience working across virtual teams and with remote management.
Experience supporting membership programs.

Additional Information

Our mission at Living Future is to build a future that is socially just, culturally rich, and ecologically restorative. We are committed to that vision within our organization and work to create a team that is equitable, inclusive, and diverse by hiring and supporting staff from a wide variety of backgrounds. We are committed as an organization to foster better cultural competency, equity and diversity within our culture and policies and work to support staff in every phase of their career.

The salary range for this position is $50,000 - $55,000 and is supplemented by ILFI’s generous benefits package that includes employer-paid health, dental and vision insurance for employees and dependents as well as employee life insurance, short-term disability, and a 403(b) retirement plan. Annual time off benefits include three weeks of paid annual leave, 12 days of sick leave, and paid volunteer time.

ILFI offers a collaborative, team-oriented and mission-driven remote-first workplace with staff distributed across the United States. We offer a $50/month stipend to offset home internet costs.

Please include a resume and cover letter with your application. The position will remain open until filled. We will begin reviewing applicants on October 26, 2023.

International Living Future Institute

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Member Engagement Specialist