Manager, Member Solutions - 23024

Organization icon

World Wide Fund for Nature

Location icon

Washington, DC, United States

Clock icon

30+ days ago

World Wildlife Fund (WWF), one of the world’s leading conservation organizations, seeks a Manager, Member Solutions.

Major Function
Ensures world-class customer service and communications with WWF’s members and the supporters. The Manager, Member Solutions, serves as primary lead in relationship management of Call Service Center(s) (CSC) and other Member Solutions’ vendors. Enhances WWF member experiences by identifying opportunities to improve processes and either collaborating on or leading related projects.
  • Manages and maintains an honest, open, solutions-focused relationship with CSC and other vendors that directly impact customer service functions and results.
  • Leads regular meetings and performance reviews with CSC to provide ongoing training, document processes, and answer questions to guide their handling of member interactions. Understands core offers for donors and communicates those to CSC. Tracks CSC performance through call, email, and chat monitoring, regular conference calls, analysis of interaction reports in CRM, and quarterly operational reviews. Keeps CSC informed of all changes in business policies or procedures.
  • Manages WWF’s inbound supporter inquiries via Zendesk (or a similar system) to provide an excellent donor experience. Stays abreast of technology and user flows to automate and improve efficiencies and minimize CSC costs by reducing inquiry volume. Manages Zendesk macros and WWF’s website FAQs to improve efficiencies and provide maximum self-help functionality for members. Coordinates with staff across Communications and Marketing, other Resource teams, as well as Goal teams to keep information current and updated.
  • Provides training on all policies and procedures to necessary WWF staff to handle all member escalations and exceptions that cannot be resolved at first contact, or at times of heightened volume.
  • Supervises direct report, Associate Specialist. May hire, train, and manage temporary staff at times of seasonal need. Empowers team member(s) to innovate, grow their skills and expertise, and further develop in their respective careers.
  • Identifies and watches for trends, processing errors, or other issues that may affect Member Solutions and escalates to internal key stakeholders. Provides input on how to improve or solve them. Contributes to documentation and new procedures to prevent problems from recurring.
  • Monitors operational metrics that drive process improvement and world-class service. Regularly reviews and reports on vendor performance with the CSC, recommending actions as needed. Evaluates and modifies quality control calibration system as needed. Reviews CSC communicators’ individual performances and recommends enhanced training, coaching, or dismissal from account if needed.
  • Develops, tracks, and regularly reports out Member Solutions KPIs to WWF internal key stakeholders.
  • Acts as the primary advocate for WWF members. Works with multiple WWF departments to make sure the member experience is accounted for in their programs and/or campaigns. Reviews and provides feedback on direct marketing and related membership, engagement or advocacy materials. Communicates proactively with these teams to advocate for the membership experience and to ensure systems are in place to support these marketing efforts.
  • Updates member and supporter records including address changes, account merges, interaction updates, etc.
  • Performs other duties as assigned.
  • A Bachelor's degree is required along with a minimum of 8 years of related work experience.
  • Knowledge and understanding of principles, practices, and regulations applicable to customer service, customer satisfaction and vendor supervision.
  • Proven ability to successfully work with members, colleagues from a variety of departments, and outside vendors.
  • Outstanding project management and organizational skills
  • Excellent written, verbal, and interpersonal communication skills
  • Strong attention to detail and ability to set and meet deadlines
  • A strong commitment to providing quality service
  • Experience with CRM databases required
  • Committed to building and strengthening a culture of inclusion within and across teams.
  • Identifies and aligns with WWF’s core values: Courage, Integrity, Respect, and Collaboration:
    • Demonstrates courage by speaking up even when it is difficult, or unpopular.
    • Builds trust with colleagues by acting with integrity, owning mistakes, and holding oneself accountable.
    • Welcomes other points of view and ideas, recognizing and embracing different and contrary perspectives with kindness, curiosity, and encouragement.
    • Makes conscious efforts to promote cooperative practices, behaviors, and ways of working across many groups and individuals.
WWF is committed to maintaining a safe and healthy workplace and requires all US-based staff to be fully vaccinated for COVID-19. WWF will consider requests for accommodation from the vaccine requirement based on disability, medical contraindication, sincerely held religious belief, or any other category protected by federal, state, or local law.

To Apply:

  • Submit cover letter and resume through our Careers Page, Requisition #23024
  • Due to the high volume of applications we are not able to respond to inquiries via phone

As an EOE/AA employer, WWF will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, age, marital status, genetic information, sexual orientation, gender identity and expression, disability, or protected Veteran status. WWF values diversity and inclusion and welcomes diverse candidates to apply.