About Us:

PWN Global is a dynamic network that fosters professional development and creates a vibrant community. We are seeking a passionate and skilled professional who will join the Board, helping us elevate the sustainability of the organization. Please note, this is a voluntary position. You need to join this organization as a premium member before starting in this position.

Global Executive Lead, Member Experience. Summary:

As the GEL Member Experience, you will get to:

• Champion opportunities to consistently improve the PWN Global member experience.

• Map the member journey and identify opportunities to proactively intervene on the member’s behalf.

• Drive member retention, reduce churn, and increase member satisfaction.

• Develop listening points in the member journey, define segmentation of member base and varying strategies, and identify opportunities for continuous improvement.

• Test new strategies for driving member value.

• Hold quarterly calls with the VPs Membership in the local city networks and share best practices.

• Continually review and evolve the collection of processes that PWN Global uses to track, oversee and organize every interaction between the member and PWN Global throughout the lifecycle.

• Prepare presentations and reports regarding membership area.

• Contribute to the Project Phoenix of launching a new membership platform.

• Develop metrics for success: to be agreed but possible metrics could include: 

  • Net Promoter Score (NPS)

  • Member Satisfaction (CSAT)

  • Member Effort Score (CES)

  • Member Churn Rate

  • Member Retention

REQUIRED SKILLS and QUALIFICATIONS:

• Experience in, and a passion, for customer experience management, data analysis, and member engagement, as well as a deep commitment to supporting the progress of women in business

• Good knowledge of customer experience/satisfaction as well as knowledge of digital tools.

• Fluency in written and spoken English, ideally in addition to other languages.

• Strong communication skills, including the ability to speak, write, and present clearly and effectively, while actively seeking input from others.

• Team-oriented with excellent collaboration skills and a positive approach to working with others.

  
  

IDEAL BACKGROUND / EXPERIENCE:

• A minimum of 6 years of progressively responsible business experience, preferably in an international environment.

• Experience in as many of the following fields as possible: human resource management, law, sales, finance/budgeting, technology, or related areas.

• Demonstrated management capabilities in a multicultural and volunteer / non-remunerated environment.

• Experience in negotiation, contract management and/or relationship management.

• Excellent interpersonal skills, with a sense of diplomacy and collaborative leadership.

• Working across cultures and fluency in written and spoken English in required in addition to other languages is ideal.

BENEFITS:

•  Access to an international network of great professionals.

•  Bring your own ideas and innovate.

•  Develop professionally and learn from your peers.

•  Meet new people online.