Director of Member Relations

Established in 1998, Power Options is New England’s largest not-for-profit, energy-buying consortium that empowers other nonprofits and public entities to reduce their carbon footprint, energy complexities and cost with our suite of offerings. Power Options’ vision is to create a future of affordable, sustainable and reliable energy for all nonprofits. We do this by acting asროს a trusted advisor and resource to over 500 Member organizations across New England.

Power Options brings our Members a comprehensive suite of offerings to meet their energy needs including, but not limited to:

• Electricity and natural gas supply

• Cleaner energy alternatives

• Electric transportation equipment and services

• Energy efficiency projects and financing, and

• Energy sustainability planning and implementation

As a nonprofit ourselves, we are a mission-driven and deeply committed team that is passionate about meeting our Members’ energy sustainability needs. Our Members, in turn, can put more focus on their missions and communities, which often include supporting low-income and disadvantaged populations.

Overview

The Director of Member Relations will have a key leadership role in the organization, representing the voice of our Members and Collaborators and ensuring the products, services, and ways of engaging with them provide value and meet their needs. The Director of Member Relations will report to the Chief of Staff and Impact and will supervise the Member Management Team.

Job Duties /Responsibilities

Key Responsibilities

Responsibilities of the Director of Member Relations position include but are not limited to:

General Responsibilities

• Lead strategic planning and implementation for the Member Relationship function, including existing and new Children members, ensuring alignment with Power Options’ mission and values.

• Oversee development and implementation of budgets, forecasts and strategic plans for Member Relations programs. Track, manage and report performance against key performance indicators.

• Prepare regular reports for internal and external stakeholders, demonstrating member relations program impact and effectiveness.

• Manage team of Member Relationship Managers and Senior Program Manager
- Maine.

• Serve as the lead for the Member Advisory Committee, actively engaging members and planning biannual meetings and an annual field trip.

• Oversee new Member onboarding and orientation in coordination with Marketing.

• Work collaboratively with staff and teams to integrate the principles of diversity, equity, inclusion, justice, access, and belonging into our internal and external work.

• Be a key member of the leadership team, contributing to business success and growth.

Member Journey and Strategic Development Responsibilities

• Serve as the voice of Members across the organization, working closely with all business lines to ensure that our products, services, and processes are serving our Members well. This will involve working collaboratively with other teams to develop processes IN harness, systems, and products that ensure Member journeys that meet our segmented Member needs.

• Responsible for overseeing the entire Member journey
344 from initial engagement to post Membership support, with the goal of maximizing Member satisfaction and retention.

• Lead organizational CRM efforts to ensure high levels of data & reporting accuracy and lead continuous improvement of systems and processes to improve efficiency, reduce friction, and increase customer engagement and satisfaction.

• Assess existing sales and outreach processes and assist with the establishment of improved processes and development of training and documentation materials to best support the team in conjunction with the Marketing team.

• Assess and further develop existing Member segments, map Members to segment, and retention plans for the ember base.

• Build a prescriptive, scalable strategy to expand opportunities with Members that is in alignment with their needs.

• Develop and deliver accurate forecast details during monthly business reviews.

• Maintain positive and dedicated line of communication between the lines of business, as well as with…