Chief Membership and Impact Officer
Apply NowCompany: Girl Scouts of Connecticut Inc
Location: Hartford, CT 06106
Description:
Position Summary
Reporting directly to the CEO, the Chief Membership and Inclusion Officer (CMIO) provides strategic leadership for membership recruitment, engagement, retention, and customer care while championing Access, Opportunity & Belonging (AOB) across the organization. This role is responsible for developing and executing sustainable, scalable strategies to increase girl participation in Girl Scouting leadership development programs and ensure a diverse, inclusive, and engaging membership experience.
The CMIO leads a cross-functional team of in-house and field-based staff, fostering a culture of collaboration, innovation, and impact. As a key member of the executive leadership team, this position plays a critical role in strategic planning, operational execution, and stakeholder engagement, ensuring the organization evolves to meet the needs of Connecticut's diverse communities.
Major Accountabilities
Strategic Leadership & Membership Growth
Access, Opportunity & Belonging (AOB)
Volunteer & Member Experience
Customer Care & Service Excellence
Organizational Leadership & Operational Excellence
Governance & Strategic Planning
Core Competencies & Requirements
Education & Experience
Reporting directly to the CEO, the Chief Membership and Inclusion Officer (CMIO) provides strategic leadership for membership recruitment, engagement, retention, and customer care while championing Access, Opportunity & Belonging (AOB) across the organization. This role is responsible for developing and executing sustainable, scalable strategies to increase girl participation in Girl Scouting leadership development programs and ensure a diverse, inclusive, and engaging membership experience.
The CMIO leads a cross-functional team of in-house and field-based staff, fostering a culture of collaboration, innovation, and impact. As a key member of the executive leadership team, this position plays a critical role in strategic planning, operational execution, and stakeholder engagement, ensuring the organization evolves to meet the needs of Connecticut's diverse communities.
Major Accountabilities
Strategic Leadership & Membership Growth
- Develop and implement sustainable, scalable strategies to attract, retain, and engage members.
- Ensure membership recruitment strategies reflect the changing demographics and interests of girls in Connecticut.
- Cultivate partnerships with community organizations, schools, and other stakeholders to expand membership and engagement.
Access, Opportunity & Belonging (AOB)
- Lead council-wide AOB initiatives, ensuring Girl Scouts of Connecticut is an inclusive, welcoming organization for all members and volunteers.
- Collaborate with the Board AOB Subcommittee, Human Resources, and internal and external stakeholders to develop training and resources that foster an equitable and inclusive environment.
- Develop pathways for all members to participate; identify and remove barriers to engagement, ensuring inclusive access to resources.
Volunteer & Member Experience
- Oversee the development of sustainable volunteer experience, ensuring volunteers receive the training, coaching, and tools to deliver the Girl Scout Leadership Experience (GSLE) effectively.
- Implement strategies to enhance volunteer satisfaction, retention, and engagement, ensuring volunteers feel valued and supported.
Customer Care & Service Excellence
- Oversee the Girl Scouts of Connecticut Customer Care Center, ensuring efficient, high-quality service to members and volunteers.
- Utilize data-driven decision-making to enhance the member and volunteer experience.
Organizational Leadership & Operational Excellence
- Manage a cross-functional team of full- and part-time staff across multiple locations, fostering a culture of innovation, accountability, and high performance.
- Lead staff training and development initiatives to ensure continuous improvement and effectiveness.
- Continuously assess and implement advanced technology solutions to streamline operations and improve efficiency.
Governance & Strategic Planning
- Serve as a key decision-maker and executive leader, contributing to strategic planning, budget development, and organizational policy setting.
- Promote a collaborative, cooperative, and mission-driven work environment.
- Act as a visible champion of the Girl Scout Promise, Law, and Leadership Competencies.
Core Competencies & Requirements
- Leadership & Strategic Thinking - Proven ability to lead teams, develop strategies, and drive measurable outcomes.
- Access, Opportunity & Belonging (AOB) - Strong experience leading AOB initiatives and fostering inclusive environments.
- Membership & Volunteer Management - Expertise in recruitment, retention, and engagement strategies for membership-based organizations.
- Customer Service Excellence - Experience overseeing customer care operations and service delivery best practices.
- Data-Driven Decision Making - Ability to analyze data and implement strategic improvements.
- Communication & Stakeholder Engagement - Exceptional written, verbal, and interpersonal communication skills.
Education & Experience
- Bachelor's degree required; Master's degree preferred.
- 8-10 years of leadership experience, preferably in nonprofit or membership organizations.
- Demonstrated experience leading AOB initiatives and fostering an inclusive culture.
- Strong track record in membership growth, volunteer engagement, and customer care.
- Experience in staff leadership, strategic planning, and operational excellence.