Kelly Chirumbolo

Experience

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  Girl Scouts of Western Ohio

  Feb 2003 - Jun 2011

  ▪ Promoted to lead integration of 4 regional membership teams following Council realignment and consolidation; tasked with bringing organizations across 32 counties together under a single set of processes, an aligned strategy, and common goals.▪ Defined, developed, and executed business plan including marketing and recruitment strategy for girl and adult members; established recruitment goals and organizational objectives designed to reverse 5-year membership decline.▪ Achieved ≈100% (4,703) increase in kindergartners registered as members by designing Fall Membership Campaign to address back-to-school recruitment rush; added 277 short-term volunteers for the campaign and 271 membership recruiters.▪ Created key processes for the Fall Campaign including a "Prep Rally" to provide training, preparation, materials, and supplies for recruitment at schools; recognized as a GSUSA 2010 Promising Practice; asked to present methodology at National Conference; the Fall Campaign is still used today and has been replicated at other Councils nationwide.▪ Transformed disparate group into cohesive, high-performance organization that consistently achieved benchmarks, growth in regions, membership growth, and productivity goals.▪ Created a standardized, 6-month orientation program, including a year-round calendar of training events and workshops offered to all staff members, increasing organizational effectiveness, efficiency, knowledge, and staff productivity.▪ Initiated 1-on-1 mentoring to engage teams; designed a guide for performance management to help managers to develop individual team members' strengths/skills and create opportunities for personal/professional growth. Show less ▪ Promoted to newly created role to manage team of 10 Membership Extension Specialists across 10-county area spanning the greater Cincinnati, Ohio area. Coached and led membership staff on volunteer program management.▪ Conducted market analysis to determine area demographics, membership trends, community needs, and other information impacting recruitment strategy and goal attainment. ▪ Established realistic, attainable recruitment goals, as well as strategies, programs, and tactical action plans.▪ Formed partnerships and collaborations within the community, as well as outreach initiatives, and volunteer engagement programs to achieve recruitment goals, ensure a sustainable membership base, and year-over-year growth in membership.▪ Grew overall area membership more than 16% to more than 35,000 Girl Scouts and volunteer over 3 years. Show less ▪ Developed strategy and action plan for recruiting Girl Scouts and adult volunteers in 4-county area of Southeast Indiana; achieved or exceeded recruitment goals each year, delivery year-over-year gains in girl members, new troops, and volunteers.▪ Designed marketing/recruitment materials including posters, flyers, and brochures; cultivated relationships with local schools, YMCAs, churches, and other civic/community organizations and set up presentations and outreach programs.▪ Created innovative recruitment programs, including Spring Break Day Camps, which added 300+ new girl members per year. Show less

  • Director of Membership

    Oct 2009 - Jun 2011

  • Membership Extension Manager

    Feb 2006 - Oct 2009

  • Membership Extension Specialist

    Feb 2003 - Feb 2006
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  University of Cincinnati

  Jun 2011 - Sept 2013

  Program Manager, Alumni/External Affairs for Colleges of Nursing, Allied Heath Sciences and Pharmacy

  ▪ Lead design, development, and management of all alumni affairs programs, activities, events and communications for the College of Nursing, College of Allied Health Sciences, and Winkle College of Pharmacy. ▪ Drove program development and implementation of the University of Cincinnati's 1st Alumni Discovery Project, created structure and recruited/trained student volunteers; matched student with alumni to interview and created a SharePoint site for tracking interviews and interview responses.▪ Increased alumni engagement with 150+ alumni opted in to the Alumni Discovery Project following 1st phase of recruitment; employed unique interview format to create relationships between students and alumni and collect alumni information. ▪ Revamped annual Reunion/Alumni Weekend to include a broader audience; customized content, expanded promotion, and improved awareness, achieved 140% increase in attendance with a 50% increase in giving over prior year. ▪ Transformed the alumni affairs program through innovation, focused planning and implementation; created local and out-of-state receptions, continuing education programs, webinars, and an annual golf outing to reach a broader alumni base.▪ Created an expansive and comprehensive communication plan for the 3 colleges; served as copywriter and editor for 6 annual department eNewsletters and 2 semi-annual college magazines; developed brochures and web content. Show less

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  Girl Scouts of the USA

  Feb 2012 - Dec 2012

  Membership Consultant

  ▪ Recruited in contract consulting role as membership lead in developing content for membership portion of the Act Now conference development team. Authored Act Now facilitator guide for K-3 Membership Growth Strategy.▪ Defined and developed strategies ensuring membership needs were represented in the design framework; rand membership sessions at 2 conferences and attended 6 others.▪ Created comprehensive virtual and onsite membership services for Girl Scouts of Kentuckiana (included resource preparation, communication with council teams, implementation and assessment) to strengthen membership planning following reorganization/restructuring. Show less

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  Girl Scouts of the USA

  Sept 2013 - Jun 2021

  ▪ Spearhead development of a strategy to create and implement unified, aligned digital platforms across the organization at local, regional, and national levels, including refresh/standardization of existing digital products, launch of new products, and emerging products for the future, with an eye toward increasing productivity, optimizing spend, and reducing volunteer hours required.▪ In partnership with IT, serve as customer-centric technology leader supporting organization-wide volunteer and program tools.▪ Oversee development team in implementing the strategy to create digital platforms with a consistent look and feel; recent launches include a learning management system giving volunteers access to training videos and learning resources, as well as a platform that provides access to program materials, instructions for completing badges, a volunteer toolkit, and planning/program materials.▪ Work with business owners across the organization to define consistent customer experience, design strategy around requirements, and create immediate and long-term visions to achieve goals related to driving membership, revenue, mission, and growth, as well a robust current/future state and a sustainable, growing GSUSA movement. Show less ▪ Defined, developed, and drove a new, innovative strategy to position the Girl Scout national organization as a premier partner with schools to enhance engagement; laid out a 5-point framework to redefine and expand engagement, retention, and customer satisfaction.▪ Created a structure and processes around specific initiatives, programs, and metrics to strengthen family engagement.▪ Developed “Girl Scout Family Connection”, the 1st-ever magazine and family resource guide; launched in both English and Spanish across 111 Girl Scout Councils nationwide, negotiated collective pricing with FedEx, and achieved a record-breaking adoption by 85 Councils.▪ Collaborated with multiple functional areas including: GSRI, Marketing & Communications, Customer Office (Girl Experience, Volunteerism, Membership), Customer Engagement Initiative (CEI) and Fund Development to integrate and optimize the engagement strategy across the organization and within schools. Show less ▪ Promoted to define and drive processes and lead team in mapping strategy to acquire, engage and retain a vibrant Girl Scout membership and serve as in-house experts on recruitment, retention and reengagement strategies. ▪ Analyze membership trends, share best practices on a national basis and work to minimize membership attrition. ▪ Partner across all business units within the organization to ensure systems and processes align with customer needs.▪ Define customer lifecycle, optimizing the process from lead generation to long-term engagement, and put KPIs in place to measure the effectiveness of the process.▪ Provide thought leadership on member acquisition/retention and ways to leverage technology solutions across all platforms to enhance implementation/execution of membership acquisition processes. Show less ▪ Recruited as Business Lead to direct implementation of Salesforce.com, a major, multimillion-dollar technology strategy and solution initiative designed to provide enterprise shared services for 104 Councils nationwide, standardizing brand image and automating workflow management, processes, and volunteer experience across the entire organization.▪ Spearhead universal implementation following proof-of-concept implementation and go-live at the 1st council in Minnesota; brought on 34 Councils the 1st year with additional 34 go live in 2015; 90% of Councils committed to go-live.▪ Created online conversion process that enables a potential volunteer to fill out an interest form, evaluate opportunities, complete registration, initiate background check, and remit payment all in one place; process triggers internal email/follow-up.▪ Inform/write user stories and business requirements; drive user acceptance testing and oversee deployment of systems.▪ Develop and conduct on-boarding training and change management with councils as they transition to the new system.▪ Designed and drove launch of Online Playbook, proving councils with step-by-step process for moving from current state to online environment, including tools, tutorials, videos, and worksheets.▪ Organized and facilitated a 2-day conference on the implementation; received the highest-ever onsite meeting rating.▪ Develop training content modules and conduct train-the-trainer/peer-to-peer sessions.▪ Defined nationally consistent operating model and the 1st-ever Standard Operating Procedure (SOP) manual, a customizable instruction manual with processes, screen prints, present/future state procedures, and information all facets of operations. Show less

  • Senior Director, Digital Products

    Sept 2019 - Jun 2021

  • Vice President, Family and School Engagement Strategies

    Feb 2018 - Sept 2019

  • Membership Acquisition and Retention Director

    Sept 2013 - Feb 2018

  • Director – Customer Engagement Initiative, Volunteer Systems Implementation Project

    Sept 2013 - Jan 2016
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  Higher Ground Education

  Jul 2021 - Jul 2022

  Senior Director of Parent Success

  ▪ Responsible for the creation, execution, ongoing ownership and support of customer experience projects, rollouts, and iterations.▪ Revamped the annual parent survey process into an organizational wide Voice of the Customer Strategy, including feedback loops with customers, dashboard that enables macro and micro analysis, introduced KPI’s related to parent and child satisfaction.▪ Lead a cross functional team of marketing, content development, operations and product owners for the Summer Camp Initiative with camps at 22 brick and mortar campuses as well as virtual summer camp. Introduced new pricing model rooted in financial modeling and growth projections. Instituted a project dashboard that tracks in real time capacity and revenue KPIs. Achieved 31% revenue growth and 15% capacity growth.▪ Created business requirements and user stories for a CRM approach to capturing, assigning, tracking, and analyzing parent concerns.▪ Developed customer journey maps for key stakeholder groups. Show less

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  Crohn's & Colitis Foundation

  Sept 2022 - now

  Senior Manager, Volunteer Engagement