Director of Membership Services

Legends of Basketball is a nonprofit association of former professional basketball players, united by a shared journey and shared belief that legacy does not end when the ball stops bouncing. Founded in 1922 with the support of the NBA and the NBPA, Legends of Basketball brings together former players from the NBA, ABA, WNBA, and Harlem Globetrotters. As a registered 501(c)(3), Legends of Basketball is committed to supporting its members beyond the game through 5 pillars: Camaraderie, Community, Family, Financial Stability, and Health. The Legends of Basketball fosters a strong and growing membership community that includes some of the most iconic players in basketball history. Director of Membership Services The Director of Membership Services is responsible for shaping and leading the overall membership strategy, ensuring a high-quality, consistent, and engaging experience for all members. This role oversees the full membership lifecycle, including recruitment, onboarding, engagement, and retention. Additionally, this role drives key initiatives that strengthen the organization’s value proposition and deepens member engagement. Member Services is a key function that sits at the intersection of member experience, revenue (dues), retention, and growth. It is both operational (high level customer service), and strategic (engagement, lifecycle management, recruitment). The primary objectives include: Maximize member satisfaction and retention Ensure accurate and timely dues collection Drive new member acquisition Deliver consistent, high-quality customer service Act as the “front door” of the organization Scope of Responsibilities Member Experience and Support Serve as the primary contact for member inquiries (phone, email, CRM, events) Resolve issues related to membership eligibility, benefits access, events and programming, and account management Provide concierge-level service for members Track and categorize inquiries to identify systemic issues Membership Lifecycle Management Oversee full membership lifecycle (prospect – applicant – active member – lapsed – re-engaged) Manage onboarding experience by creating and executing on welcome kits, orientation calls, and digital onboarding Develop retention touchpoints like anniversary recognition and milestone engagement like career transitions and birthdays Execute renewal campaigns, using automated and personalized outreach Dues Management Manage billing cycles and dues collection Process payments and troubleshoot payment issues Coordinate with finance on reconciliation, reporting, and delinquencies Design and implement flexible payment options Recruitment Identify and target eligible non-members Build referral pipelines through current members, partners, and agents Support outreach campaigns through email, events, and direct outreach Partner with marketing on acquisition funnels Track conversation metrics and optimize approach Communications and Engagement Work in collaboration with MarComs to: Serve as distribution hub for member communications through newsletters, program updates, and benefits announcements Ensure segmentation Gather feedback via surveys, calls, and informal channels Maintain consistent brand voice in member interactions Data, CRM, and Reporting Maintain accurate member database (CRM) Track key metrics like retention, renewal, acquisition, and member satisfaction rates Generate reports for leadership Use data to inform strategy and improve member experience and retention Benefit Coordination Act as liaison between members and internal team Ensure members are aware of and accessing available resources, programs, and support Track utilization of benefits and identify gaps Events Support member-facing events (both virtual and in-person) Manage registration and attendance tracking Provide on-site member services presence Use events as recruitment and retention tools External Relations Coordinate with NBA alumni networks, agents, player reps, and sponsors providing member benefits Ensure partners understand membership value and proposition Requirements 8-12+ years of relevant experience in membership, customer experience, or client services, including at least 3-5 years in a leadership role Proven track record of driving member or customer retention, engagement, and satisfaction Experience managing or supporting recurring revenue models, including renewals and acquisition efforts Strong proficiency with CRM systems and data-driven decision-making Demonstrated ability to lead teams, build processes, and improve service operations Experience collaborating cross-functionally with marketing, finance, and program teams Differentiators Experience defining membership value proposition, tiering or segmentation strategies, and engagement models across different member cohorts Experience serving VIP clients, alumni networks, and donor or member communities with high expectations Experience with automated and personalized member communications, renewal campaigns, and re-engagement of lapsed members Oversight of events as part of the membership strategy across conferences, community gatherings, and networking experiences Experience building or transforming a membership function by implementing new systems and modernizing processes Ability to serve a unique population of professional athletes, entertainers, or high profile individuals Skills Strong written, verbal communication, and problem solving skills Experience facilitating with groups and individuals Strong knowledge of the Microsoft Platform Learns new skills quickly and develops abilities as necessary to contribute to a small but mighty team Competencies Growth Mindset with an ability to receive feedback and use it to improve and enhance oneself and one’s work product Strong decision-making and leadership capabilities Adaptability Strong sense of internal responsibility and self-direction Integrity Highest code of ethics Chicago-based, in-person Hear and speak in order to use the phone, Zoom, or other modes to communicate with people both in and out of the office environment Visual ability to review information on the computer as well as in hard copy form Sit and/or stand at desk for extended periods and perform long hours of work at a computer Apply manual dexterity for computer keyboarding and office equipment use Physical ability to lift at least 20 lbs and move around office area repeatedly throughout the day Flexible work hours requiring work in excess of 40 hours/week when necessary. Must have reliable transportation to visit off-site client locations Able to perform overnight travel as deemed necessary by the CEO Compensation Legends of Basketball provides competitive pay commensurate with experience. Other benefits include 10 accrued PTO days annually in addition to paid holidays. Legends also provides employees with paid medical, dental and vision for employee only, FSA and 401k match. Equal Opportunity Employer We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. #J-18808-Ljbffr Legends of Basketball