Director of Membership

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

📋 Description

• Create and implement membership strategies that enhance member value, promote retention, facilitate growth, and ensure long-term sustainability.

• Oversee membership lifecycle operations, which include administration, onboarding, dues renewal, and managing membership status processes.

• Collaborate with Digital Operations and internal teams to ensure that Salesforce CRM, technology, data, and workflows align with business and member requirements.

• Assess and enhance membership policies, processes, benefits, and the overall membership experience by analyzing trends, participation patterns, and feedback.

• Set performance metrics for retention, growth, and sustainability; provide reports on progress, trends, risks, and opportunities.

• Direct the centralized member service function, ensuring timely, accurate, consistent, and member-focused support.

• Lead, mentor, and develop the team responsible for membership administration, inquiries, service queues, and front-line support.

• Establish service standards, workflows, escalation protocols, and support resources.

• Monitor member inquiries and service interactions to identify recurring questions, pain points, and areas for improvement.

• Generate quantitative and qualitative member intelligence using membership data, participation metrics, service interactions, surveys, communities, and other feedback channels.

• Drive the creation of dashboards, reports, segmentation, and analysis concerning membership health, retention, participation, needs, and trends.

• Convert member intelligence into actionable insights for organizational leaders and teams.

• Represent membership perspectives in organizational planning, decision-making, and cross-functional initiatives.

• Lead, develop, and empower membership staff with clear priorities, expectations, success metrics, and growth prospects.

• Manage budgets, vendors, resources, and projects related to membership as appropriate.

• Report to the Chief Talent and Experience Officer.

• Travel periodically to designated organizational events, including the annual staff retreat.

• Uphold confidentiality and safeguard personal information in accordance with PAEA policies and the Employee Handbook.

⛳️ Requirements

• Bachelor’s degree or a combination of equivalent education and relevant experience.

• A minimum of seven years of experience in membership, association management, member/customer experience, business operations, or a related field.

• Proven experience in leading membership or customer-facing operations, including membership administration, renewals, retention, or member service.

• Demonstrated experience in managing a team and functional area, including hiring and performance management.

• Familiarity with association management systems, CRM platforms, databases, or other enterprise technology systems.

• Ability to leverage data and qualitative insights to identify trends, formulate recommendations, and guide strategy and decision-making.

• Experience in designing or enhancing business processes, workflows, and service delivery.

• Capacity to foster relationships and lead initiatives across functional and organizational boundaries.

• Strong strategic thinking, communication, project management, problem-solving, and organizational skills.

• Must be authorized to work in the United States.

• A resume and cover letter are required.

• Salesforce experience is preferred.

• Prior experience within a professional association, membership organization, nonprofit, or similarly complex organization is preferred.

🏝️ Benefits

• Health, life, and disability insurance.

• Paid time off and holidays.

• 403(b) retirement plan with an 8% employer contribution.

• Monthly wellness stipend.

• Professional development funding.

• Tuition assistance.

• Remote work with no in-office presence required.