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

• 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.