This position will be a full-time position to support recruitment, engagement and effectiveness of CXPA volunteers and CXPA's volunteer program. This is an exciting opportunity to work with forward-thinking, customer-focused professionals from leading organizations across the globe to support short-term volunteer tasks, collaborative workgroups, and geographic networks.
Champions the role and value of CXPA volunteers, working in collaboration with the CEO and entire CXPA team to drive volunteer engagement and satisfaction.
Serves as lead on CXPA volunteer programs (including Networks) and consultant to the CCXP program manager on volunteer management issues.
Oversees CXPA volunteer recruitment, orientation, administration, and support.
Participates in team strategic sessions and helps drive key initiatives and programs.
Volunteer Program Design
Designs and leads CXPA’s volunteer program including recruitment and orientation of volunteers in line with CXPA values, strategy and policies.
Works closely with the rest of the CXPA team to identify opportunities for volunteer engagement to advance CXPA goals, and work with teammates to ensure positive staff-volunteer collaboration in support of such goals
Drafts and executes volunteer communications (in collaboration with the marketing and sponsorship manager) to recruit, engage and recognize CXPA volunteers.
Ensures recognition of volunteer contributions and volunteer succession planning
Contributes to CXPA’s volunteer engagement at events by assisting with planning, coordination and content to ensure volunteers have a pleasant and effective experience.
Volunteer Program Administration and Support
Serves as the primary lead on the posting and management of CXPA volunteer opportunities
Works with colleagues to leverage CXPA’s online community forum and communication channels to support an effective volunteer program.
Facilitates the administration of Network program in collaboration with CXPA treasurer, finance staff, marketing & sponsorship manager, content manager and others
Presents positive, upbeat and energetic support in response to inquiries and help requests related to volunteering with CXPA.
Maintains and optimizes CXPA’s volunteer opportunities and participation in CXPA records, including in Higher Logic and MemberSuite AMS.
Participates in communication and content projects as needed.
Works as a collaborative partner with the CEO and other staff to achieve CXPA mission and vision.
Desired Skills and Experience
2+ years’ experience in a volunteer or community manager position
Able to multi-task and meet time-sensitive goals
Excellent verbal and written communicator
Demonstrated relationship building
Knowledge of systems including Microsoft office
Preferred knowledge of Higher Logic community management platform, Eventbrite, and MemberSuite
Belief and passion that customer experience makes a better world for customers, employees, and business outcomes.
Telecommuting is allowed.
About Customer Experience Professionals Association
Founded in 2011, CXPA (Customer Experience Professionals Association) is the independent, global membership society for professional that develop, design and improve the practices that an organization employs to meet (or exceed) customers’ expectations. Our community includes social media followers, participants, and paid members from more than 70 countries worldwide. We work innovatively to support CX professionals to share, learn, inspire, and grow throughout their entire career. CXPA is a Jaffe Management Inc client, and this position will be a Jaffe Management employee assigned to CXPA on a full-time basis. Jaffe Management is an Association Management Company (AMC) with offices in New York, New Jersey and Minnesota. With a staff dedicated to the professional association field, Jaffe Management has the knowledge and skills needed to help your organization achieve its goals. Jaffe Management is accredited by the AMC Institute, having met the ANSI/AMC INSTITUTE Standard of Good Practices for the Association Management Industry. Achievement of this accreditation demonstrates Jaffe Management’s commitment and ability to deliver service, quality and excellence.