Context: Works with Club volunteers and staff to ensure they have appropriate access, support, and training for constituent outreach and organizing systems. Consults local entity staff and volunteers on strategy and best practices for using Club constituent relationship management and communications tools to achieve Sierra Club goals.
Scope: Works under the direction of the Chapter/Field Outreach Systems Manager to assist, train, and consult staff and volunteers in using Club systems which support constituent outreach and organizing activities.
Provides service to Sierra Club staff and volunteer leaders who are authorized to use Club constituent data. Consults and supports staff and volunteers to plan and manage data collection, entry, and analysis. Supports staff and volunteers in producing and sending email campaigns using Sierra Club systems. Informs users about Club data use policies. Maintains, enters, and updates data on individual data records as needed.
- Coordinates with Conservation Data Team, IT and other staff to design, revise, arrange, and conduct training on the use of Club constituent outreach and organizing systems which maintain information about members, volunteers, activists, and volunteer-prospects. Develops self-support materials to assist users in their use of club data systems. Maintains existing materials to reflect changes in systems and address difficulties users have with the systems.
- In collaboration with the Conservation Data Team, helps identify and resolve system issues. Works with staff to develop and improve systems, customer service business practices, and user experience. Gathers feedback on system functionality from local entity staff and volunteers to develop future requests and document system issues to be resolved.
- Works with Club staff to design and develop standards and guidance for entering and making the best use of high-quality data. Answers questions from staff and volunteers about the use of Club systems. Advises users on most effective ways to accomplish particular tasks, and helps solve user problems and issues. Works with Chapter/Field Outreach Systems Manager to convert and import data into Club systems.
- Identifies and monitors key metrics for system adoption and usage. Identifies opportunities to improve effectiveness of local entity communications and use of data based on system reports. Conducts outreach to users based on system usage to consult them on their barriers to adoption, and provides tailored training and support to improve understanding and use of Club systems.
- Accepts and processes new and recurring orders for member labels, lists, and electronic list files. Identifies the purpose of the order and verifies that its use will be in accordance with Club policy. Responds to requests and questions regarding constituent data use by Club staff and volunteers. Updates individual data records in Club systems.
- Keeps up-to-date with the full array of Club constituent systems and works with users to properly identify the most appropriate tool to use for any specific task.
- Recommends changes to workflows and processes which will improve the local entities’ experience, effectiveness, and adoption of systems, and promotes Sierra Club’s goal of becoming a more data-driven organization.
- Works with local entity staff and volunteers to devise and implement effective email and web outreach strategies. This includes:
- Developing and reviewing email messages and calls to action
- Coordinating the timing of email messages so they do not overlap with other communications
- Giving advice on more effective ways to achieve campaign goals
- Preparing messages to be sent or web pages and forms (i.e. Donation, advocacy, survey, etc.) to be published
- Updating email templates
- Undertakes necessary support work (e.g. monitoring inbound help requests, addressing data requests, and providing consultation by phone or webinar) to assist local entities with use of Club systems. Builds basic templates for messages and web pages. Transfers data into or out of systems as needed. Creates new user accounts and manages security authorization.
- Performs miscellaneous duties as assigned.
- Two plus years of work experience, including CRM or data management system and customer service or training experience.
- Excellent interpersonal skills including clear writing, effective verbal communication and coaching, and presentation skills.
- Strong organizational skills; detail oriented.
- Proven ability to work as part of a team to set priorities and identify and resolve problems.
- Proven initiative, good organizational and prioritizing skills.
- Ability to effectively support staff and volunteers at all levels.
- Other desirable skills* include: Salesforce (which is our CRM), user documentation, basic HTML, account management, basic Photoshop, and Marketing Automation.
The Sierra Club offers competitive salary package commensurate with skills and experience plus excellent benefits that include medical, dental, and vision coverage, and a retirement savings 401(k) plan.