Director of Membership and Connection - Hybrid

Job Description

Job Description

Location: Hurst, Texas (Hybrid – hybrid/on-site) Reports to: Executive Director/CEO | Leads: 4 direct reports

Department Summary  

The Membership Department owns the member relationship and drives organizational growth through conversion, connection, engagement, and retention. The department oversees membership operations, admissions and testing, onboarding, member experience, Gifted Youth membership, local group support, and affiliate partnerships.

Serving as the central intake point for prospective members, the department works across the organization to convert prospects, connect members to the Mensa community, and strengthen long-term engagement.

POSITION SUMMARY

The Director of Membership Growth and Connection leads strategies to achieve membership, testing, and related revenue goals. The Director is accountable for results across the membership lifecycle, including testing, prospect conversion, onboarding, engagement, renewal, and retention.

The Director leads a team of four and oversees membership operations, admissions, customer experience, and local group support. This role also manages and expands Mensa’s affiliate partner program to strengthen membership value.

Through data-informed strategy and disciplined budget management, the Director ensures performance across membership, testing, and affiliate partnerships meets established growth and revenue expectations.

SUCCESS OUTCOMES

• Increased member connection and a high-quality prospect and member experience.
• Growth in strategic partnerships to diversify revenue.
• Achieve membership, testing, and related revenue goals within the approved budget.
• Improved prospect-to-member conversion across pipeline sources. 
• Strong renewal and retention performance. 

Department Leadership & Strategic Management

• Analyze membership and testing performance data and adjust strategies to meet budget and growth expectations.
• Lead, develop, and manage the membership team, fostering a member-centric, accountable, and service-oriented culture.
• Partner across departments to align membership growth, onboarding, engagement, and retention initiatives with organizational priorities.
• Develop and manage the department budget, strategically allocate resources, monitor performance, and forecast future financial and operational needs. 

Membership Conversion & Pipeline Management

• Serve as the central intake point for prospective members
• Develop and execute conversion strategies including personalized outreach, nurture campaigns, and onboarding journeys.
• Manage the prospect-to-member pipeline; track conversion rates and optimize for maximum yield.
• Collaborate with Marketing on lead handoffs, messaging, and conversion workflows. 

Member Onboarding & Customer Experience

• Design and improve the new-member onboarding experience, including welcome sequences, orientation resources, and early-engagement touchpoints.
• Improve and maintain high standards for responsiveness and member support.
• Gather member feedback to improve the member experience and inform strategy. 

Renewal & Retention Strategy

• Oversee onboarding and early member engagement strategies, including the national 90-day member connection experience
• Develop and oversee strategies to improve member renewal and retention.
• Identify members at risk of lapsing and guide targeted retention efforts.
• Monitor renewal performance and activate improvements.
• Manage and expand affiliate partnerships to enhance membership value and support retention.

Membership Operations & Data

• Monitor membership lifecycle, conversion, retention, and engagement metrics.
• Identify opportunities to improve operational efficiency and the member experience.
• Lead membership forecasting, pipeline visibility, and lifecycle performance reporting to support organizational planning and growth objectives

Admissions Strategy & Oversight

• Oversee the admissions review function, ensuring applications and qualifying evidence are evaluated consistently according to governance-established requirements.
• Partner with admissions experts to review processes and identify opportunities for improvement.
• Advise organizational leadership on admissions requirements, testing practices, and prior evidence options.
• Partner with testing and admissions stakeholders to maintain the integrity of the admissions process. 

Local Group & Chapter Support

• Provide oversight and guidance for the national strategy for local group/chapter support, ensuring a consistent, high-quality member experience. 

QUALIFICATIONS

Education

• Bachelor's degree in Business, Communications, Marketing, Nonprofit Management, or related field required.

Experience

• 7–10 years of progressive experience, including managing a team, in membership association or other non-profit customer success management role or related industries.
• Demonstrated success driving membership growth, conversion, and retention in a nonprofit or association setting.
• Experience with AMS platforms (Salesforce, NetForum, MemberClicks, or similar) and CRM tools.
• Experience managing chapter or affiliate networks strongly preferred.

Skills & Competencies

• Deep understanding of membership lifecycle management and member-centric service design.
• AI fluency and responsible use of emerging technologies to improve member service, engagement, and operational efficiency.
• Strong analytical skills; comfortable with data, dashboards, and KPI-driven decision making.
• Excellent interpersonal and communication skills; a natural relationship builder.
• Highly organized with strong project management capabilities.

(Specific offerings, eligibility, and employer contributions will be shared during the interview process.)

How to apply: 

• Your resume, and
• A brief note (or cover letter) sharing
  • a membership conversion and retention strategy you’ve led (your approach + measurable outcomes), and
  • an initiative you’ve led to improve the member or customer experience (your role + measurable results).

  Equal Opportunity Employer (EEO) + Accommodations:

American Mensa is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other legally protected status.

If you need a reasonable accommodation to apply or participate in the hiring process, please let us know.