Vice President of Member Experience

The Vice President of Member Experience is responsible for the overall experience our members have with HGAR. This position will lead Member Services and provide strategic oversight of Education and Events, with a focus on making sure our programs, services, and member interactions are responsive, relevant, and valuable. A major responsibility of this role will be developing and implementing strategies to recruit, retain, and engage members. We are looking for someone who will take a fresh look at how we serve our members, identify what is working and what needs to change, and then put those improvements into action. This is not a position focused on maintaining the status quo. The Vice President should be comfortable improving processes, developing staff, using data to make decisions, and finding better ways to deliver value to our members. The Vice President of Member Experience reports directly to the Chief Executive Officer and serves as a member of the executive leadership team. Key Responsibilities Member Services and Member Experience Lead the Member Services team and establish clear expectations for responsiveness, accuracy, and customer service. Evaluate current Member Services processes and identify opportunities to improve efficiency and the member experience. Make it easier for members to do business with HGAR and access the services and information they need. Establish service standards and meaningful performance measures for member-facing operations. Use member feedback to identify issues, trends, and opportunities for improvement. Make sure the member experience is consistent across HGAR's offices, programs, and services. Recruitment, Retention and Engagement Develop and implement an overall membership recruitment and retention strategy. Monitor membership trends, renewals, engagement, and other data to better understand why members join, stay, disengage, or leave. Develop strategies to engage members at different stages of their careers and membership. Improve the new-member experience and onboarding process. Identify opportunities to increase participation in HGAR programs, education, events, committees, and other activities. Work with brokers and member leaders to better understand what they and their agents need from the Association. Regularly evaluate HGAR's member benefits and recommend changes or additions when appropriate. Education Collaborate with the Education Director to provide strategic oversight of HGAR's Education function. Work with the Education team to ensure programming reflects member needs, industry changes, and professional development opportunities. Review participation, revenue, member feedback, and other data to evaluate the effectiveness of educational programs. Identify opportunities to expand or improve in-person, virtual, and other educational offerings. Ensure Education has clear goals and is aligned with the Association's overall strategy. Events Provide strategic oversight of HGAR's events and work directly with the Project Manager responsible for event execution. Evaluate the Association's event calendar to determine what is working, what should change, and where new opportunities exist. Make sure events have a clear purpose and support member engagement and the Association's goals. Review attendance, costs, revenue, sponsorship results, and member feedback to evaluate event performance. Work with the Project Manager to improve the member experience before, during, and after events. Data and Performance Establish and track key performance indicators for membership recruitment, retention, engagement, member satisfaction, education, events, and Member Services. Develop regular reporting that gives the CEO and leadership team a clear picture of member engagement and performance. Use data to identify trends and recommend changes rather than relying solely on anecdotal feedback. Conduct or oversee member surveys and other efforts to better understand member needs. Leadership and Staff Development Lead, coach, and develop the staff within the Member Experience portfolio. Establish clear goals and expectations and hold teams accountable for results. Identify opportunities to improve workflows and clarify roles and responsibilities. Build strong working relationships across departments and help break down silos when work affects the member experience. Organizational Leadership Serve as a member of HGAR's executive leadership team and participate in strategic planning and organizational decision-making. Work closely with the Chief Marketing Officer to ensure member programs, education, events, and benefits are effectively communicated and promoted. Partner with Government Affairs to increase member awareness of and participation in advocacy efforts. Work with Finance to develop and manage departmental budgets and evaluate the financial performance of programs. Recommend new programs, services, technologies, and other opportunities that strengthen the value of HGAR membership. Prepare reports and presentations for the CEO, Executive Committee, and Board of Directors as needed. Take on other strategic initiatives as assigned by the CEO. What We're Looking For We are looking for someone who knows how to lead people and improve organizations. The right person will ask questions, look at the data, listen to members and staff, and be willing to make changes when something is not working. They should be able to see the bigger picture while also making sure ideas get implemented. Candidates should have: Significant leadership experience in membership, customer experience, association management, hospitality, or another service-focused organization. Experience leading teams and managing multiple functional areas. Demonstrated experience developing recruitment, retention, engagement, or customer experience strategies. Strong staff leadership and development skills. Experience developing budgets and measuring results. The ability to use data to make decisions and evaluate performance. Strong communication and relationship-building skills. The ability to work effectively with staff, volunteer leaders, members, and external partners. Strong judgment, follow-through, and accountability. Association experience is strongly preferred. REALTOR® association or real estate industry experience is a plus but not required. A bachelor's degree is required. A master's degree, RCE, CAE designation, or other relevant professional credential is preferred. #J-18808-Ljbffr Hudson Gateway Association of REALTORS, Inc.