Director

Director of Membership

Location: Brooklyn, NY
Employment Type: Full-Time
Schedule: Monday–Friday, Standard Business Hours
Salary: Based on Experience

Position Overview

A community-based nonprofit organization is seeking an experienced Director of Membership to lead the full membership lifecycle, from acquisition and onboarding through engagement, renewal, retention, and reactivation.

This is a senior leadership role with responsibility for membership growth, revenue, pricing, member experience, technology, operations, and team performance. The Director will evaluate the current membership function, identify opportunities for improvement, and build scalable systems that strengthen both membership growth and the overall member experience.

The ideal candidate combines strong business and operational judgment with an understanding of how to build trust and relationships within a close-knit community.

Key Responsibilities Membership Growth & Revenue

• Own annual goals for membership growth, acquisition, retention, renewals, reactivation, and revenue.
• Develop and execute membership growth and acquisition strategies in partnership with Marketing and senior leadership.
• Build and manage a structured prospect pipeline from initial inquiry through conversion.
• Develop targeted prospect segments and consistent follow-up strategies.
• Create and optimize digital recruitment funnels across email, social media, and web landing pages.
• Evaluate membership pricing, categories, packages, and promotional strategies.
• Analyze the financial and membership impact of pricing and packaging changes.
• Own the membership budget and forecast membership units, revenue, retention, and pipeline performance.
• Monitor campaign performance, acquisition costs, conversion rates, and ROI.

Member Experience & Retention

• Oversee the complete member journey from initial inquiry and onboarding through engagement, renewal, retention, and reactivation.
• Develop strategies that make joining and participating in the organization easier and more welcoming.
• Build strong relationships with members, prospective members, community stakeholders, and organizational leadership.
• Use member feedback, data, and direct outreach to identify changing needs and opportunities.
• Develop strategies to increase member engagement and satisfaction.
• Identify members at risk of leaving and develop appropriate retention and reactivation strategies.
• Oversee membership policies, categories, eligibility standards, and exception processes.
• Ensure membership policies are applied consistently and professionally.

Technology, Data & AI

• Oversee the organization's membership technology platforms, systems, and workflows.
• Ensure membership data is accurate, organized, and useful for decision-making.
• Develop and maintain dashboards and reporting for key membership metrics.
• Use technology, automation, and AI to improve lead management, communications, reporting, personalization, and member service.
• Identify opportunities to automate repetitive administrative processes.
• Improve the efficiency and scalability of membership operations.
• Ensure the team effectively utilizes CRM, membership, and marketing automation platforms.

Team Leadership

• Lead, coach, and develop a team of Membership Associates.
• Establish clear goals, KPIs, service standards, and accountability.
• Monitor team productivity and member-service performance.
• Evaluate existing team structure, responsibilities, skills, and workflows.
• Implement improvements that increase efficiency and service quality.
• Foster a professional, responsive, and service-oriented team culture.

Cross-Department Collaboration

• Partner with Marketing on acquisition campaigns, segmentation, communications, renewals, and reactivation.
• Collaborate with Programs to better understand member engagement and connect members with relevant programs and experiences.
• Work closely with Finance on membership revenue, forecasting, budgeting, pricing, and financial performance.
• Partner with the CEO and senior leadership on membership strategy, priorities, performance, and key decisions.
• Present membership results, risks, trends, and opportunities to senior leadership.

Key Performance Indicators

Success will be measured through:

• Net membership growth
• Membership revenue
• New member acquisition
• Prospect-to-member conversion
• Renewal and retention rates
• Member reactivation
• Member engagement and satisfaction
• Pricing and package performance
• Membership campaign ROI
• Cost of acquisition
• Budget and forecast performance
• Team productivity and service quality
• Technology adoption and operational efficiency

Qualifications

• 7+ years of relevant professional experience in membership, subscription, hospitality, fitness, club, community, cultural, or another relationship-driven recurring-revenue environment.
• At least 3 years of leadership experience with direct responsibility for growth, retention, revenue, and member or customer experience.
• Experience managing an in-person membership or customer journey, rather than exclusively digital subscription models.
• Demonstrated success increasing acquisition, conversion, retention, engagement, and revenue.
• Hands-on experience with pricing, packaging, segmentation, budgeting, forecasting, and performance management.
• Strong financial and business acumen.
• Proven experience leading and developing high-performing teams.
• Strong knowledge of KPIs, dashboards, CRM or membership platforms, and marketing automation.
• Experience using technology, automation, and AI to improve operations and productivity.
• Strong project and change-management abilities.
• Excellent interpersonal and communication skills.
• Strong discretion and ability to navigate sensitive member situations professionally.
• Ability to build trust and relationships within a close-knit, community-focused environment.
• Strong judgment and ability to evaluate and improve established processes.
• High level of accountability, ownership, and follow-through.