Director of Member Experience

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POSITION SUMMARY:

As a true member advocate, the Director of Member Experience is responsible for the development, direction, and implementation of marketing and business operations activities aimed at enhancing membership growth, engagement, and brand loyalty. This role involves defining and promoting the member experience throughout the key stages of the member journey, such as joining/rejoining, onboarding, engagement, and retention. This includes implementing pricing strategies, offering differentiated benefits, and developing programming for all member segments globally and within the Americas region. The Director of Member Experience will work collaboratively across departments to educate stakeholders on member insights, needs, and drivers to champion organization-wide ownership of delivering an exceptional member experience. This position focuses on the Americas region and reports to the Senior Vice President of Member Experience and has one direct report.

RESPONSIBILITIES:

• Plans, prepares and implements regionally adapted strategies and marketing plans, aligned with global member experience strategy to drive member growth, engagement, retention, and brand ambassadorship to achieve organizational membership headcount/revenue/ impact metrics.
• Manages and cultivates the member personas strategy/framework and uses it as the basis for defining member benefits, programs, and experiences.
• Responsible for designing member journeys for key member cohorts including 1st and 2nd year, members under 35 and 35-45.
• Introduce innovative approaches to enhance and better communicate the overall member journey.
• Lead the development and management of the execution of nurture campaigns and conversion strategy to drive membership growth.
• Lead the design and management of an enhanced retention strategy.
• Collaborate with IT and Customer Services departments to optimize business operations supporting an ideal member experience.
• Supports business operations to enable seamless transactions and reporting for individual memberships in the Americas.
• Work with District Council (local chapter) leads and stakeholders to proactively communicate the performance of member performance, insights, and learning and partner with them on growth and retention strategies.
• Serves as a strategist and partner to all other departments across ULI, owning the member experience and serving as a facilitator to help guide other teams to drive organizational objectives.
• Responds to requests for information and provide marketing materials and data insights/strategic guidance to internal stakeholders.
• Collaborate with the broader Integrated Marketing team to ensure consistent and compelling messaging related to the member experience across all member touchpoints.
• Works with head of research and insights to define member research agenda.
• Drive a culture of continuous improvement, using data and feedback to refine and optimize member offerings.
• Analyzes campaign metrics related to content, style, and demographics to optimize future marketing. Drive a culture of continuous improvement, using data and feedback to refine and optimize member programs and services Ensure the member experience team is executing testing, wherever possible, for all key marketing efforts.
• Monitor and report on key KPIs to SVP, Member Experience, to measure the success of Americas region campaigns against annual goals.
• Assist SVP, Member Experience, in defining targets for individual membership growth, engagement, and renewals in the Americas region.
• Handle monthly, quarterly, and year-end reporting including scenario projections and forecasting for Americas region stakeholders.
• Assists in the preparation and management of the departmental budget.
• Manages the Sr. Manager, Member Experience, who has oversight of vendor relationships and manages certain membership operations.

QUALIFICATIONS:

• BA/BS degree in Marketing, Business, or a related field preferred.
• Minimum eight to ten years of marketing experience.
• Experience in membership marketing in a nonprofit individual membership association or a for-profit loyalty program is desired.
• Excellent interpersonal and organizational skills required.
• Strong strategic thinking and analytical skills.
• Experience in testing and performance measuring
• Experience in digital marketing, including social media, email marketing, marketing automation, and data-driven marketing.
• Ability to collaborate and influence across departments.
• Intermediate to advanced PowerPoint skills.
• Excellent written and oral communication skills.
• Management experience a plus.

APPLICATION INSTRUCTIONS:

ULI has a robust benefits package that includes health, dental, and life insurance; vacation leave; and a retirement plan. Compensation is commensurate with experience. For more information, click here.

To send in your application, please click APPLY below. Please submit a résumé and a letter of interest.

ULI is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/creed, sex, national origin, disability, genetic information, pregnancy, veteran or active military status, non-citizenship or citizenship status, arrest or conviction record, credit history, salary history, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, status as a victim of domestic violence or sexual violence, or any other status protected by applicable law.

EOE/m/f/d/v. No relocation reimbursement is offered at this time.

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