The Manager, Americas Membership & Member Tools will lead in the development, optimization, and day-to-day maintenance and product operations of ULI’s three, digital member platforms: Knowledge Finder, Member Directory, and Navigator, as well as coordinate internal adoption and training activities. The Manager also assists in the execution of marketing and business operation activities that improve member growth, engagement, and brand loyalty through delivery of a seamless member experience across all stages and touchpoints of the member journey, including acquisition, onboarding, engagement, and retention. The position is both global and Americas focused and reports to the Director of Americas Membership & Member Tools. 

The salary range for this position has been set at $68,600 - $72,850. Actual salaries will vary based on various factors including but not limited to experience, education, skills and other job-related factors. The range listed is just one component of ULI’s total compensation package for employees which includes a full and competitive benefits package.

RESPONSIBILITIES:     

Product Management

• Lead day-to-day global product maintenance and operations for the Knowledge Finder, Navigator, and Member Directory included but not limited to:
  1. Ensure intake forms, trackers, and processes are kept up to date with the latest requirements, reflective of product and reporting needs.
  2. Oversee and execute timely publication of all content across tools, including collaborating with content owners, assigning production responsibilities to contracted services, and serving as the final approver in publishing content.
  3. Ensure SLAs are consistently met and communicated to internal stakeholders.
  4. Identify, escalate, and solve product bugs through appropriate Support retainers.
• Oversee all back-end systems that support key functionality for tools including Sitecore (Knowledge Finder; in conjunction with IT Project Manager); WordPress and Zendesk (Navigator); and Higher Logic (current Member Directory, in conjunction with Member Technology product co-lead), Coveo (Knowledge Finder; in conjunction with IT Project Manager), Lionbridge (Knowledge Finder; in conjunction with IT Project Manager). 
• Assist with large-scale enhancements and deployments for new site features or content; complete UAT and QA activities alongside IT teams for product development work.
• Report on key performance indicators to the VP and Director of Americas Membership, as well as periodic metrics for key stakeholder presentations.
• Maintain and refine the ongoing internal onboarding program for Knowledge Finder, Navigator, and Member Directory for all staff worldwide.
  1. Manage training sessions, including leading, recording, and updating materials to reflect the latest product information.
  2. Lead the creation and maintenance of How-to User Guides, day-to-day management guides, and SOPs.

Marketing

• Support execution of Americas Membership marketing strategy tactics, including key touchpoints throughout the entire member lifecycle—acquisition, onboarding, engagement, and retention.
• Track and report on campaigns and tactics to provide insights and inform strategies to continuously optimize marketing efforts across channels. 
• Assist in the creation of internal and external collateral including print (flyers/brochures) and digital (video, web, email, social) to support the promotion of the key member benefits such as the member tools.
• Attend and provide on-site support at various ULI events potentially including ULI’s Fall and Spring Meetings as well as major District Council events (~2-4 times per year).

REQUIREMENTS:

• Bachelor’s degree in marketing, communications, business, IT, or a related field.
• 5+ years of experience in product management, marketing, or digital platform management.
• Proven experience in project management and process optimization.
• Strong interpersonal skills and ability to work across multiple teams. 
• Experience with platforms such as netFORUM, Sitecore, Higher Logic, and Google Analytics preferred.
• Ability to travel to ULI’s Fall and Spring Meetings as well as major District Council events (~2-4 times per year)

About Urban Land Institute

ULI is a trusted idea place. ULI–the Urban Land Institute is a 501(c) (3) nonprofit research and education organization supported by its members. Founded in 1936, the institute now has members in 95 countries worldwide, representing the entire spectrum of land use and real estate development disciplines, working in private enterprise and public service. As the preeminent, multidisciplinary real estate forum, ULI facilitates the open exchange of ideas, information and experience among local, national and international industry leaders and policy makers dedicated to creating better places. The mission of the Urban Land Institute is to provide leadership in the responsible use of land and in creating and sustaining thriving communities worldwide. Members say that ULI is a trusted idea place where leaders come to grow professionally and personally through sharing, mentoring, and problem solving. With pride, ULI members commit to the best in land use policy and practice.

Connections working at Urban Land Institute