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Community Engagement Associate

1 month ago

New York, New York, United States International WELL Building Institute Full time
Job Title: Associate, Community Management and Engagement

We are seeking a highly skilled Associate to join our team and play a key role in building and energizing our growing community of architects, designers, and organizations dedicated to creating healthier, more sustainable workplaces.

Job Summary:

The ideal candidate will have previous experience with B2B and/or B2C community engagement, including project management, account management, digital engagement tactics, growth and retention strategy, automation best practices, performance tracking, and benefit engagement.

Responsibilities:
  • Guide new customers through the onboarding process and ensure a seamless experience.
  • Define, automate, and scale key steps in the customer journey to drive growth and mitigate churn.
  • Conduct regular check-ins to assess customer satisfaction and gather feedback.
  • Prepare and present reports on customer success metrics, including satisfaction, retention, and growth.
  • Use data insights to recommend improvements or adjustments to the customer experience.
  • Fulfillment of benefits for existing customers and manage the communications strategy for ongoing engagement and renewals.
  • Establish program procedures, templates, and resources to support the community.
  • Manage and improve the digital account experience in WELL Online in collaboration with technology.
  • Oversee customer inquiries, responding and triaging as needed to meet desired response times.
  • Coordinate community meet-ups and virtual connects to foster engagement.
  • Drive engagement in our digital community, the WELL Forum, creating micro-communities within the platform.
Qualifications:
  • 3+ years of experience managing a membership program.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving abilities and attention to detail.
  • Experience with customer relationship management (CRM) tools.
  • Ability to work independently and manage multiple customer accounts effectively.
  • A customer-centric mindset with a passion for delivering exceptional service.
  • Proficiency in data analysis and reporting tools.
Position Details:
  • Position: Associate, Community Management and Engagement.
  • Location: Remote (Eastern Time Zone Preferred).
  • Status: Full-time.
  • Weekly Work Hours: 40 hours/week.

The company is not sponsoring work visas for this position. Please submit a cover letter and resume; applications must have a cover letter to be considered. Candidates must have valid and current work authorization in the United States to be considered.

Compensation: Salary for this position is competitive and commensurate with prior experience. The salary is expected to be between $75,000 - $85,000 per year based on relevant experience. IWBI is committed to pay equity, and any offers extended will be contingent on a variety of factors including internal and external parity as well as the specific experience and qualifications of the selected candidate.

A comprehensive benefits package is included for full-time employees. Benefits include complete health insurance, generous paid leave, parental leave, 401k, and childcare subsidies.

IWBI is proud to be an equal opportunity employer. We are committed to providing an inclusive work environment that inspires, respects, and supports all individuals. Individuals are selected based solely upon their qualifications for this position and without regard to the applicant's race, color, ethnic or national origin, religion, creed, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, marital or partnership status, citizenship or alienage status, veteran status, whether children are, may be or would be residing with a person, or any other characteristic protected by law.

About IWBI: The International WELL Building Institute is a public benefit corporation whose mission is to improve human health and wellness through better buildings and communities that put people at the center of their design, construction, and ongoing operation. IWBI administers the WELL Building Standard, a performance-based system for measuring, certifying, and monitoring features of buildings and communities that impact the health and wellness of the people who live, work, and learn in them. It also supports the growing number of professionals who seek WELL accreditation, as administered by GBCI. www.wellcertified.com IWBI is featured on Fast Company's World's Most Innovative Companies list for 2019.