Member Experience Manager

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

📋 Description

• Advocate for a strong customer-centric focus throughout the entire member lifecycle, encompassing joining, onboarding, benefit access, engagement, renewal, and ongoing participation.

• Collaborate with Marketing to gather, compile, and structure data on industry trends and membership growth across various age demographics.

• Design, outline, and sustain the current and future-state member journeys across key touchpoints.

• Collect and analyze member feedback, behavioral data, service trends, direct listening, usability research, journey analysis, and market insights.

• Identify unmet needs, areas of friction, and potential opportunities to enhance the member experience.

• Work alongside Marketing to translate market and consumer insights into experiential requirements and actionable recommendations.

• Collaborate across departments with functional leaders to implement enhancements across digital platforms, communications, programs, community initiatives, customer service, and in-person events.

• Take ownership of and map the orientation journeys post-join and post-renewal.

• Define the purpose, sequence, target audiences, and touchpoints of journeys; partner with Marketing on content strategy, email, and collateral execution.

• Monitor onboarding engagement and feedback to discover areas for improvement.

• Oversee the renewal journey encompassing email, direct mail reminders, outbound calls, auto-renewal, and digital renewal touchpoints.

• Establish renewal journey strategy, identify audiences, determine timing, sequence, touchpoints, and experiential requirements.

• Collaborate with Marketing and Experience Services on renewal content, collateral, outbound call campaigns, and direct mail initiatives.

• Track renewal performance, member feedback, and service trends across various channels; coordinate enhancements with functional leaders.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in business, marketing, communications, or a related field, or equivalent professional experience.

• Over 6 years of experience in subscription-based services, membership programs, customer experience, lifecycle management, retention, or a related field.

• Proven experience in coordinating complex programs involving multiple departments and stakeholders.

• Demonstrated experience in evaluating and enhancing customer or member journeys across both digital and in-person channels.

• Ability to analyze member, customer, engagement, or retention data and convert insights into practical recommendations.

• Strong project management, organizational, and follow-through abilities.

• Exceptional written, verbal, and interpersonal communication skills.

• Capability to translate strategy into clear requirements, coordinate cross-functional execution, and monitor results.

• Working knowledge of contemporary consumer experience practices, including accessibility, personalization, journey mapping, feedback collection, and digital usability.

• Familiarity with CRM, subscription management, membership management, or customer data platforms along with audience segmentation.

• Dedication to customer centricity, customer satisfaction, and advocating for members throughout their entire lifecycle.

• Strong ability to convert market, consumer, and member insights into clear experience requirements and actionable cross-functional enhancements.

• Excellent collaboration and relationship-building skills, with the ability to unite colleagues across departments and influence without direct authority.

• Ability to balance strategic priorities with detailed coordination and follow-through.

• Capability to uphold and promote organizational values of Innovation, Communication, Quality, Diversity, Equity and Inclusion, and Achievement.

• Willingness to travel as necessary to support departmental and Association initiatives.

🏝️ Benefits

• Health insurance package options including HDHP and PPO plans.

• Dental and vision coverage.

• Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options.

• Employer-paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.

• Voluntary Life Insurance options including critical illness and accident insurance.

• 401(k) plan with immediate vesting.

• Pet insurance.

• Udemy Learning resources.

• Paid time off and 10 paid holidays each year.

• Paid sick leave.

• Paid parental leave.

• Complimentary subscription to Calm.

• Up to 8 hours of paid volunteer time.

• Employee Assistance Programs.

• Staff Incentive Bonus.

• Remote work opportunities.

• Travel required is less than 25%.