Knowledge Management & Customer Communications Specialist
About the Opportunity
The Certification & Verification team is changing the way businesses engage in social and environmental impact by carrying out the Mission of B Lab Global and providing innovative, accurate, and meaningful experiences to our stakeholders, while supporting each other in trust, wellness, and growth.
The Knowledge Management and Communications Associate will develop, enhance and maintain knowledge resources for the Certification & Verification team, including written internal policies, procedures, and tools.
The position will also create an effective communications strategy with companies in the Certification & Verification process, maintain all company communications, lead on stakeholder engagement for centralized communications, and create content for centralized communications and the website.
The position will also work independently and collaborate with colleagues to perform copywriting for mass emails, product deliverables, and other written communications or documents.
Core Responsibilities
Knowledge Management [33%]
Proofreads and approves Knowledge Submissions from other department area experts
Assesses team knowledge management systems and proposes changes or new systems
Implements knowledge management systems and standards and leads internal stakeholders through change management for the team
Drives the adoption of new or existing knowledge management systems and standards
Ensures targets (by functional teams) are reached for the quality and the quantity of knowledge
Advocates Knowledge Management use and contributions within the group
Reports on performance metrics
Responds to Knowledge Feedback
Works with Manager and other Knowledge Champions to review and assess the process and its techniques and methods
Provides ongoing support and training for users (implementations/Q & A/ Tier I support)
Maintains Knowledge within the KM Database(s)
Assists Training Manager with management of knowledge found within Thinkific training courses
Prepares documentation for new or existing Knowledge, independently and in collaboration with other department experts
Customer Communications Specialist [33%]
Creates effective communication strategies for companies in the review process for certification and recertification
Coordinates external communications flow and apply learnings from customer journey work into communications strategy
Maintains records of customer/team communications
Sends mass communications customers related to B Corp Certification
Writes content for company website
Prepares responses to inquiries regarding the certification process from media, academics, or other general inquires for the department
Collaborates with the marketing team
Writing [33%]
Researches concepts and user experience data for effective communication
Responsible for long form and short form copy including email newsletters, web content, product descriptions and other copy for the Certification & Verification process
Collaborates with colleagues in the B Lab Global Network
Tracks KPIs on effectiveness of communication
About you
Bachelors in Communications, a related field or equivalent experience
3-5 years of writing & communications experience
Proven ability in, and passion for project management
Excellent written & verbal communication skills
Experience & knowledge in copywriting, technical writing, persuasive writing, proofreading and editing
Ability to synthesize complex ideas and concepts
Excellent portfolio with a proven track record of written communication and project management
Excellent interpersonal and presentation skills
Outstanding time-management skills, including in a fast-paced environment
Experience with email marketing / email newsletter / campaign software, e.g. Pardot, MailChimp, Constant Contact
Knowledge of information/knowledge management systems and best practices
Experience working with teams and partners across the globe
Relentless problem solver
Balance between conceptual and practical thinking: able to identify and propose improvements for long-range plans, all while making practical decisions to meet short term needs
High personal drive and self-direction
Highly organized with great attention to detail
Proficient in written and spoke English
While not required the following would be a plus:
Experience in web design and content production
Photo and video-editing skills
Experience having to write with keyword optimization
Knowledge of sustainability topics
Additional language skills