Do you want to help make research communications better in all corners of the globe? Come and join the world of nonprofit open infrastructure and be part of improving the creation and sharing of knowledge as our brand new Member Experience Manager.
Location: Remote and global (to overlap with colleagues in Indonesia and East Coast USA)
Remuneration: Approx. EUR 58,000 – 70,000 or local equivalent, depending on experience. Note this is a general guide (as there is no universal currency) and local benchmarking will take place before final offer.
Reports to: Head of Member Experience, Amanda Bartell
Timeline: Advertise and recruit in April/May; offer by end of May
About the role
This position is a mix of community and relationship management alongside business process management, data quality, and analytics; it’s a very varied role and ideal for an experienced generalist with a passion for collaboration and transparency.
You’ll be managing two membership specialists to help ensure our members have a smooth experience with us, with a particular focus on a carefully-managed application and onboarding process, reducing manual tasks, and making things more efficient and transparent wherever possible. You’ll be ensuring that our members understand the role that they and Crossref play in building the vision of a shared research nexus and helping them to join and contribute the best quality and quantity of metadata about their research with the global research community. You’ll be overseeing data integrity and reporting on trends to provide actionable insights. You’ll be active in the scholarly communications community, contributing to volunteer-led co-creation initiatives. And you’ll work hand-in-hand with community engagement colleagues to support key programs for members, sponsors, service providers, and metadata users.
Managing our small membership team of two member support specialists (one based in the UK, one based in Indonesia), along with three membership contractors.
Managing the new member onboarding process to ensure members have all the information they need to succeed.
Supporting the membership specialists by answering particularly involved or knotty questions through our support system (Zendesk), our Community Forum (Discourse), face-to-face (via zoom and in person), or on social media like our growing mastodon presence.
Making our membership application process as smooth as possible for new members, while ensuring that applicants have all the information they need to get the most out of their membership.
Identifying and implementing process improvements for a more efficient experience (including for our staff) by eliminating manual and intensive tasks where possible.
Managing our automated onboarding email program.
Working with long-term members to make the most of their membership and follow the member obligations
Providing virtual (and in-person) training, support, and metadata ‘health checks’, following up and triaging issues to other expert colleagues.
Identifying issues and working proactively with members to solve problems, including any who are not meeting their membership obligations.
Working with the membership specialists to ensure that our member data is accurate and up-to-date, and that our CRM system (Sugar) can meet the organisation’s reporting needs. Using the CRM reports to provide actionable insights on trends.
Being a key point of contact our finance team to help improve the experience for our members.
Supporting meeting our openness and transparence goals (see POSI) by exposing publicly all membership operations and activities.
Participating in community events and volunteer initiatives to maintain an awareness of community issues and providing guidance or co-creating shared resources.
Working hand-in-hand with community engagement colleagues to support key programs for sponsors, service providers, and metadata users – as these programs support all our members.
Helping to create and implement rollout plans for new features that will affect our community, such as new ways of logging in or interacting with our systems, changes to fees, or opportunities to participate in or test Crossref services and initiatives.
We especially encourage applications from people with backgrounds historically under-represented in research and scholarly communications.