Program Officer, Member Experience and Relations

Job Description

Inclusiv is the largest network of community development financial institutions (CDFIs) dedicated to promoting financial inclusion in low-income and historically redlined communities. Through our network of over 500 community-based lenders, Inclusiv reaches more than 20 million consumers nationwide.

The Program Officer, Member Experience and Relations reports to the Vice President of Member Growth and is responsible for developing and implementing strategies that drive active participation and involvement of members and industry partners in organizational programs, events, and initiatives. This role focuses on enhancing member experience, fostering collaboration, and building a strong sense of community within the Inclusiv network.

Responsibilities:

Member & Industry Engagement

·        Implements targeted recruitment strategies for credit unions, CDFIs, MDIs, and other mission-aligned institutions.

·        Cultivate relationships with policy and non-policy members, credit union service providers, and industry partners.

·        Represent Inclusiv at conferences, webinars, and public events to promote membership and deepen industry visibility

·        Develop and implement engagement strategies that increase member participation in Inclusiv events, webinars, and chapters.

·        Create member experience initiatives that enhance satisfaction, retention, and overall value.

·        Facilitate industry collaboration and deepening engagement through regional chapters, and special interest groups.

o   Organize meetings

o   Lead discussions

o   Advance Inclusiv’s priorities

·        Build community connections by designing initiatives that strengthen member-to-member and member-to-industry relationships.

·        Account manager responsibility for all Inclusiv members, learning about their business, understanding their financial inclusion and community development priorities and how Inclusiv can advance those goals and priorities

·        Learn Inclusiv offerings to provide informed and strategic connections for all Network members to our services, programs and supports

·        Mobilize membership to raise visibility and advance advocacy goals for the movement.

Relationship Management

·        Serve as a point of contact for members and industry partners seeking engagement opportunities.

·        Manage and nurture member relationships by understanding their needs and connecting them to relevant programs and resources.

·        Conduct regular outreach to members to maintain strong communication and identify opportunities for deeper involvement.

·        Support onboarding new members and ensure they are integrated into the network effectively.

·        Address member inquiries promptly and professionally, ensuring a positive experience.

Event Development & Delivery

·        Create content and integrate engagement objectives into affinity group sessions, regional events, roundtables, webinars, and chapters.

·        Identify and leverage industry trends to create relevant content and boost engagement.

·        Develop operational details required such as speakers, room and technology setup, to ensure smooth execution.

Data & Reporting

·        Track Salesforce engagement metrics and analyze participation trends to measure success.

·        Prepare reports and recommendations to inform leadership and improve engagement strategies.

·        Maintain accurate member records in CRM systems and ensure data integrity.

Qualifications:

·        Deep commitment to Inclusiv’s mission of financial empowerment for underserved communities.

·        Bachelor’s degree and minimum of 2 years of relevant experience in Membership Engagement, Community Development, and/or Event Management experience

·        Experience in member engagement, association management, or industry relations.

·        Excellent communication skills, both written and verbal, with experience in member communications or marketing.

·        Knowledge of the credit union, banking, or community development sectors is highly valued.

·        Familiarity with CRM systems and engagement analytics tools.

·        Proficiency in Microsoft Office Suite. Experience with MailChimp, WordPress, and other digital tools is a plus.

Location and Compensation

This role is located in New York City as a hybrid role with at least three days per week in the office.

The salary range is $90k-105k. Additionally, we offer a comprehensive benefits package, including affordable healthcare coverage, retirement plans with a company match, opportunities for professional development, paid time-off, and much more.

Inclusiv is an equal opportunity employer that works with member credit unions which serve ethnically, economically, and geographically diverse markets and communities. We value our diverse staff and membership and seek to maintain that tradition of diversity in all of our recruitment efforts. It is the policy of Inclusiv to provide equal opportunity in all aspects of employment to all employees or applicants for employment without discrimination on the basis of regard to sex, race, color, religion, age, ancestry, national origin, disability, marital status, sexual orientation, gender identity, veteran status and any additional categories protected by applicable federal, state or local laws.