The Manager, Americas Membership & Member Tools will lead in the development, optimization, and day-to-day maintenance and product operations of ULI's three, digital member platforms: Knowledge Finder, Member Directory, and Navigator, as well as coordinate internal adoption and training activities. The Manager also assists in the execution of marketing and business operation activities that improve member growth, engagement, and brand loyalty through delivery of a seamless member experience across all stages and touchpoints of the member journey, including acquisition, onboarding, engagement, and retention. The position is both global and Americas focused and reports to the Director of Americas Membership & Member Tools.
The salary range for this position has been set at $68,600 - $72,850. Actual salaries will vary based on various factors including but not limited to experience, education, skills and other job-related factors. The range listed is just one component of ULI's total compensation package for employees which includes a full and competitive benefits package.
RESPONSIBILITIES: Product Management
- Lead day-to-day global product maintenance and operations for the Knowledge Finder, Navigator, and Member Directory included but not limited to:
- Ensure intake forms, trackers, and processes are kept up to date with the latest requirements, reflective of product and reporting needs.
- Oversee and execute timely publication of all content across tools, including collaborating with content owners, assigning production responsibilities to contracted services, and serving as the final approver in publishing content.
- Ensure SLAs are consistently met and communicated to internal stakeholders.
- Identify, escalate, and solve product bugs through appropriate Support retainers.
- Oversee all back-end systems that support key functionality for tools including Sitecore (Knowledge Finder; in conjunction with IT Project Manager); WordPress and Zendesk (Navigator); and Higher Logic (current Member Directory, in conjunction with Member Technology product co-lead), Coveo (Knowledge Finder; in conjunction with IT Project Manager), Lionbridge (Knowledge Finder; in conjunction with IT Project Manager).
- Assist with large-scale enhancements and deployments for new site features or content; complete UAT and QA activities alongside IT teams for product development work.
- Report on key performance indicators to the VP and Director of Americas Membership, as well as periodic metrics for key stakeholder presentations.
- Maintain and refine the ongoing internal onboarding program for Knowledge Finder, Navigator, and Member Directory for all staff worldwide.
- Manage training sessions, including leading, recording, and updating materials to reflect the latest product information.
- Lead the creation and maintenance of How-to User Guides, day-to-day management guides, and SOPs.
Marketing
- Support execution of Americas Membership marketing strategy tactics, including key touchpoints throughout the entire member lifecycle-acquisition, onboarding, engagement, and retention.
- Track and report on campaigns and tactics to provide insights and inform strategies to continuously optimize marketing efforts across channels.
- Assist in the creation of internal and external collateral including print (flyers/brochures) and digital (video, web, email, social) to support the promotion of the key member benefits such as the member tools.
- Attend and provide on-site support at various ULI events potentially including ULI's Fall and Spring Meetings as well as major District Council events ( 2-4 times per year).
REQUIREMENTS: - Bachelor's degree in marketing, communications, business, IT, or a related field.
- 5+ years of experience in product management, marketing, or digital platform management.
- Proven experience in project management and process optimization.
- Strong interpersonal skills and ability to work across multiple teams.
- Experience with platforms such as netFORUM, Sitecore, Higher Logic, and Google Analytics preferred.
- Ability to travel to ULI's Fall and Spring Meetings as well as major District Council events ( 2-4 times per year)
APPLICATION INSTRUCTIONS: ULI has a robust benefits package that includes health, dental, and life insurance; vacation leave; and a retirement plan. Compensation is commensurate with experience. For more information, click here.
To apply, please follow the link. Please submit a résumé and a letter of interest/cover letter.
ULI is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/creed, sex, national origin, disability, genetic information, pregnancy, veteran or active military status, non-citizenship or citizenship status, arrest or conviction record, credit history, salary history, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, status as a victim of domestic violence or sexual violence, or any other status protected by applicable law.
EOE/m/f/d/v. No relocation reimbursement is offered at this time.