Analyst / Senior Analyst, Member Experience

JOB OPENING: Analyst / Senior Analyst, Member Experience

This is a full-time role, based in either the NYC metro area (~3 days/week in the office) or Washington, DC metro area (fully remote). 

ABOUT IMPACT CAPITAL MANAGERS

The Impact Capital Managers (ICM) mission is to accelerate the performance of our members and to scale the impact investing marketplace with integrity and authenticity. We do this through our membership association, which today includes 120+ funds representing more than $50B in impact-focused private capital, and through field-building initiatives and partnerships via the affiliated ICM Institute. Our members have invested in companies including Nextracker, Vital Farms and Coursera. The ICM network of peers is engaged and collaborative by nature. As part of our commitment to grow the marketplace with integrity, members must meet certain criteria and admission is by invitation only. At ICM, we:

• Connect our members to one another, to impact investment opportunities, and to stakeholders in the broader investing ecosystem
• Identify and share best practices in areas directly relevant to fund performance, such as impact management
• Advocate for our members and the field through education, thought leadership, and independent research
• Cultivate a skilled, diverse impact investor workforce through talent and professional development programs and partnerships
• Strive to apply our operating principles - Rigor and Excellence, Candor and Curiosity, and Diversity and Inclusion - to all aspects of our work.

OVERVIEW

The Analyst / Senior Analyst, Member Experience will play a crucial role in enhancing the ICM member experience and driving engagement across the network. You will work closely with the ICM Executive Director, staff and ICM’s 120+ member funds to drive member participation in ICM programming and content, ensuring member funds derive maximum value from their network experience beginning with their onboarding process and beyond. Additionally, you will help ICM to recruit and retain future members based in the US and around the world. 

KEY RESPONSIBILITIES 

Improving ICM’s member engagement strategy: 

• Contribute to and support ICM’s member engagement strategy to drive member engagement, value, and retention
• Create protocols and procedures to ensure ICM colleagues continue to engage with members in a timely, consistent, and professional way
• Oversee monthly and/or quarterly Member Experience meetings with the ICM team to evaluate engagement, troubleshoot, and assign next steps as needed 

Managing member onboarding and renewals: 

• Member recruitment: Support the Executive Director in recruiting prospects and moving them through the application, Membership Committee, and Board review process; ensure the CRM for prospective members is up to date; facilitate bi-weekly calls with colleagues to make sure leads and queries and followed up with in a timely, consistent, professional way 
• Member onboarding: Oversee all steps in the onboarding process, engaging ICM colleagues where necessary; with colleagues, create and maintain a Member Handbook on Canva to share with new and existing members, outlining the ways that funds engage with our community, what they can expect, and whom to contact with specific questions; oversee the scheduling and facilitation of mandatory onboarding calls with new members
• Member renewals: Oversee all non-financial steps in the annual renewals process, including timeline and draft communications, working closely with the Executive Director, Director of IMM & Research, Manager of Finance and Operations, and Senior Manager, Policy and Communications as appropriate; leverage ICM’s project management and CRM systems to make sure member records are up to date

Planning and managing member programs, events, content and resource development:

• Oversee and plan ICM’s regularly scheduled events, including our more formal in-person, multi-day annual gatherings. This includes but is not limited to: developing a run-of-show, delegating tasks to ICM colleagues, handling logistics and A/V, making sure agenda is finalized, booking planning calls with speakers, overseeing member registration, communicating with venue teams and vendors, etc.and working with finance to track event(s) budget Plan, create, and maintain ICM’s annual calendar of internal and external events, of which appx. 80% are virtual by zoom, and 20% in-person - consulting colleagues, members, and external partners to add new programs throughout the year
• Manage event checklists and consult ICM colleagues to ensure that all aspects of online and in-person events are planned well in advance and communicated to members in a timely, clear, consistent, and professional way 
• Send monthly Event Round-Up emails to the entire membership; coordinate with Communications lead to promote events and distribute any post-event content
• Manage the online Member Portal and delegate tasks to colleagues to ensure continuous use and improvement; delete old records, add new member referred materials, ensure that the events calendar is synced; within your first year on the ICM team, suggest user interface improvements based on a focus group of ICM members and consultations with colleagues 

Maintaining ICM’s member and stakeholder databases: 

• Maintain member fund and staff directories, updating when funds join or leave the network, or when their staff teams change
• With support from colleagues, maintain accurate stakeholder contact lists, including media, legal, academic, allocator, etc. 
• Support Executive Director in responding to LP inquiries
• Manage ICM’s CRM and ensure the continued use of it by ICM staff

REQUIREMENTS

The ideal candidate for this position will have the following skills and experience: 

• Bachelors degree 
• 2+ years of employment experience preferably in a client relations, event planning, account management, relationship management, or operations role
• Events management experience a must
• Strong, demonstrated project management experience, including effective delegation to colleagues and managing to meet deadlines
• Some understanding of, and excitement about, impact investing 
• Demonstrated understanding of membership organizations 
• Maturity to win the trust and respect of senior business leaders and stakeholders
• Some experience with CRM and data management platforms (for example, AirTable)
• Some experience with design and website editing (e.g. Squarespace) 
• An obsession with details, responsiveness, accuracy, and customer service; you take pride in systems that run like clockwork
• Ability to thrive in a scrappy “start-up” environment; comfort with ambiguity and complexity; willing to adjust on the fly
• High energy, positive attitude and a sense of humor 
• Proactive ownership mentality - no task is too small to get right
• A strong work ethic - you strive for excellence but also take time to celebrate success, care for yourself and others, and learn from setbacks; it’s all part of the journey

BENEFITS & COMPENSATION

Impact Capital Managers occupies an office off Bryant Park in Manhattan and has two staff who work remotely in Washington DC. For NYC based staff, we operate on a hybrid office model (~3 days/week in office). DC-based staff are expected to commute to NYC monthly for 3-day “home weeks” (typically Tuesday-Thursday) and may have additional in-person co-working days with DC-based ICM staff on an ad-hoc basis. Both DC and NYC based staff are offered flexibility to temporarily work remotely from alternative locations as needed with prior approval. ICM offers comprehensive health benefits, a flexible PTO policy, home tech stipend, 401k with up to 4.5% employer match, and a competitive paid family leave policy. The office is closed each year from December 25 through January 1. Some domestic and international travel may be required (<20%). All applicants must be authorized to work in the U.S.

The approximate salary range for this role is $60,000 - $90,000 (depending on location and commensurate with experience) with the potential for an additional performance-based bonus. 

APPLICATION INSTRUCTIONS

Please apply by sending the following materials as PDF attachments to icmadmin@impactcapitalmanagers.com with “ICM Analyst/Senior Analyst, Membership Experience” in the subject line: 

1. A brief cover letter explaining why this role and organization interests you
2. Your resume
3. A relevant work sample (ideally not more than 3 pages, and must be your own work)

Incomplete applications or applications not following instructions will not be considered. We are looking to fill the position on/before August 15, 2024 but will review applications on a rolling basis until it is filled. Due to the volume of applications, we will only be in touch with those candidates who advance to interviews. 

At ICM we are an equal opportunity employer and wewelcome applications from individuals who identify with groups historically underrepresented in finance and investing. We value diversity in our organization; we believe diverse teams help us work smarter and we actively hire for cultural growth. We welcome people of all ages, stories and backgrounds. We provide everyone with equal access to professional development.