Membership & Customer Retention Manager

Job Description

Job Description

Drive Customer Loyalty. Grow Recurring Revenue. Make an Impact.

Peaden is seeking a highly motivated Membership & Customer Retention Manager to lead the growth, retention, and overall success of our membership program across multiple locations. This role will be based in Panama City, Florida and serves as the central owner of the entire membership lifecycle-from enrollment and engagement to renewals and retention.

If you're passionate about customer experience, data-driven decision making, process improvement, and building programs that drive long-term customer loyalty, we'd love to hear from you.

About the Role

The Membership & Customer Retention Manager is responsible for developing and executing strategies that increase membership growth, improve customer retention, maximize member engagement, and strengthen recurring revenue performance.

This role partners closely with Branch Leadership, Service Managers, Technicians, Dispatch, Call Center teams, Marketing, Accounting, and Executive Leadership to improve membership performance through accountability, reporting, customer communication, and operational excellence.

What You'll DoMembership Growth & Revenue

• Develop and execute strategies to achieve annual membership growth goals.
• Identify growth opportunities by branch, department, technician, and customer segment.
• Partner with Operations, Marketing, Call Center, and Branch Leadership to improve membership conversion rates.
• Create branch-specific initiatives that drive membership sales and engagement.
• Monitor membership performance and recommend corrective actions when needed.
• Support technician and CSR membership sales efforts through reporting, coaching insights, and process improvements.

Customer Retention & Experience

• Lead company-wide membership retention initiatives.
• Analyze cancellations and identify root causes.
• Develop customer retention campaigns and win-back strategies.
• Create and maintain cancellation-save procedures and customer communication scripts.
• Identify at-risk members and proactively improve engagement.
• Ensure members receive maximum value from their membership benefits.

Membership Lifecycle Management

Oversee the complete membership journey, including:

• Enrollment and onboarding
• Welcome communications
• Benefit scheduling
• Renewal management
• Missed payment recovery
• Retention outreach
• Reinstatement opportunities

Branch Support & Accountability

• Establish and support branch-level membership coordinators and key stakeholders.
• Develop consistent processes and accountability standards.
• Conduct branch performance reviews and identify improvement opportunities.
• Share best practices across locations.
• Drive consistency in membership execution company-wide.

Reporting & Analytics

Develop and maintain dashboards that track:

• Active memberships

• Membership growth

• Membership revenue

• Renewal rates

• Cancellation rates

• Save rates

• Benefit completion rates

• Membership utilization

• Branch performance

• Customer retention trends

• Present monthly and quarterly performance reports to executive leadership.

• Provide actionable recommendations based on data and trends.

Process Improvement & Automation

• Evaluate current workflows and identify opportunities for efficiency.
• Standardize membership processes across all locations.
• Improve automation related to:
  • Renewals
  • Missed payment recovery
  • Customer communications
  • Benefit scheduling
  • Retention outreach
• Partner with IT, Marketing, Operations, and ServiceTitan administrators to improve systems and reporting.

Customer Engagement

• Develop customer communication strategies that increase engagement and loyalty.
• Create email, text, and outbound call campaigns focused on:
  • Renewals
  • Benefit reminders
  • Re-engagement
  • Win-back opportunities
• Monitor campaign effectiveness and continuously optimize results.
• Serve as the voice of the customer regarding membership satisfaction and experience.

What Success Looks Like

Key performance indicators include:

Growth

• 15%+ annual membership growth
• Increased membership revenue
• Increased membership penetration across service lines

Retention

• Improved renewal rates
• Reduced cancellation rates
• Increased customer retention
• Reduced membership churn

Customer Engagement

• Increased benefit utilization
• Improved benefit completion rates
• Higher customer satisfaction levels

Operational Excellence

• Consistent membership performance across all locations
• Accurate and actionable reporting
• Improved process efficiency
• Successful implementation of strategic initiatives

QualificationsPreferred Experience

• Bachelor's degree preferred.
• Experience managing membership programs, customer success initiatives, retention programs, subscription services, loyalty programs, or recurring revenue businesses.
• Strong analytical, reporting, and problem-solving skills.
• Experience with CRM, ERP, membership management, or customer relationship platforms.
• Advanced proficiency in Excel and reporting tools.
• Excellent communication and relationship-building skills.
• Ability to influence and collaborate across multiple departments.
• Strong organizational and project management abilities.
• Experience leading process improvement initiatives.
• ServiceTitan experience is a plus.

Ideal Candidate

• Customer-focused and relationship-driven.
• Highly organized and detail-oriented.
• Comfortable working with data and performance metrics.
• Self-motivated with a proactive mindset.
• Able to manage multiple priorities in a fast-paced environment.
• Passionate about improving customer experiences and business performance.

Why Join Peaden?

At Peaden, we believe exceptional customer experiences start with exceptional people. You'll have the opportunity to lead a high-impact program that directly influences customer loyalty, company growth, and recurring revenue across multiple markets.

Join a team committed to continuous improvement, innovation, and delivering outstanding service to our customers every day.

Apply today and help shape the future of our membership program.