Director of Membership

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the member experience from onboarding to renewal.

• Supervise the daily activities and performance of the community team.

• Track team deliverables and promote innovation, inclusivity, high performance, and ongoing improvement.

• Collaborate across departments with partnerships, growth, marketing, and special projects teams.

• Manage the departmental roadmap, priorities, and key initiatives.

• Provide project management support for community programming and initiatives.

• Identify trends and opportunities to enhance operations and boost engagement.

• Develop membership tiers and lead their implementation.

• Oversee the Entreprenista Entourage, affiliate, and co-marketing partner programs in PartnerStack.

• Direct hiring, capacity planning, scopes of work, time tracking, overtime, PTO, and contractor invoicing.

• Build, manage, train, and develop the community team.

• Own KPI dashboards, community health scorecards, retention and churn analysis, renewal projections, and member demographics.

• Create processes for gathering and utilizing member feedback.

• Review email flows, onboarding processes, and customer support materials, implementing optimizations as needed.

• Manage community guidelines, moderation systems, member support, retention policies, service levels, and escalations.

• Formulate strategies for member growth and offer expansion.

• Establish and lead the Member Success function, encompassing onboarding, retention, renewals, and expansion.

• Manage the member communications calendar and approve content intended for members.

• Represent member perspectives in strategic decisions and product improvements.

• Oversee multi-channel communication campaigns.

• Develop strategies and calendars for member and partner events, and assess event ROI.

• Manage the member technology stack, which includes Circle, HubSpot, SamCart, Klaviyo, Typeform, PartnerStack, Zapier, and Luma.

• Spearhead AI and automation initiatives within the department and provide team training.

⛳️ Requirements

• 5+ years of experience in customer success, community management, account management, marketing, or communications.

• 3+ years of prior experience in sales, marketing, communications, and/or related roles.

• A Bachelor's degree is required.

• Exceptional written and verbal communication skills, along with strong presentation abilities.

• A passion for relationship-building and delivering an outstanding customer experience.

• Proven track record of providing high-quality customer service in a fast-paced, dynamic setting.

• Proficient with Claude and other AI tools.

• Self-driven, proactive team player who is a problem-solver with a bias for action.

• Capable of independently defining and executing projects.

• Strong project management capabilities.

• Adaptable and able to maintain composure under pressure.

• Process- and data-oriented, with the ability to identify inefficiencies and develop effective enhancements or intuitive solutions.

• Solid understanding of marketing strategies and analytics.

• Excellent time management and organizational skills.

• Experience leading a distributed team of employees and contractors.

• Background in managing budgets and vendors, along with the ability to build ROI cases for headcount and programs.

• Strong business acumen.

• A team player with an all-hands-on-deck attitude.

• High energy with the capability to motivate and inspire others.

• Hands-on administrative experience with HubSpot, Circle, Klaviyo, SamCart, PartnerStack, Typeform, Luma, Zapier, ClickUp, and Google Workspace.

• Comfortable utilizing AI tools to automate tasks.

🏝️ Benefits

• Remote work.

• Full-time employment.

• Opportunity to join a women-led organization.

• Chance to support and empower women founders and leaders.

• Work within a growing team and community-oriented organization.