Director of Membership
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Job Description
Membership Operations Director scaling Entreprenista League, a media company and membership community supporting women founders. Owning member success, operations, communications, systems, and growth.
Responsibilities:
- Own the member journey from onboarding through renewal
- Oversee daily operations and performance of the community team
- Monitor team deliverables and foster innovation, inclusivity, high performance, and continuous improvement
- Work cross-functionally with partnerships, growth, marketing, and special projects teams
- Manage the departmental roadmap, priorities, and key initiatives
- Provide project management for community programming and initiatives
- Identify trends and opportunities to streamline operations and strengthen engagement
- Develop membership tiers and lead implementation
- Own the Entreprenista Entourage, affiliate, and co-marketing partner programs in PartnerStack
- Lead hiring, capacity planning, scopes of work, time tracking, overtime, PTO, and contractor invoices
- Build, manage, train, and evolve the community team
- Own KPI dashboards, community health scorecards, retention and churn analysis, renewal projections, and member demographics
- Develop processes for collecting and leveraging member feedback
- Audit email flows, onboarding processes, and customer support materials and execute optimizations
- Own community guidelines, moderation systems, member support, retention policies, service levels, and escalations
- Develop member growth and offer expansion strategies
- Build and lead the Member Success function, including onboarding, retention, renewals, and expansion
- Own the member communications calendar and approve member-facing content
- Advocate for member perspectives in strategic decisions and product enhancements
- Supervise multi-channel communication campaigns
- Set member and partner events strategy and calendar and own event ROI
- Own the member technology stack, including Circle, HubSpot, SamCart, Klaviyo, Typeform, PartnerStack, Zapier, and Luma
- Lead AI and automation for the department and train the team
Requirements:
- 5+ years experience in customer success, community management, account management, marketing, or communications
- 3+ years of past experience including sales, marketing, communications and/or related responsibilities
- Bachelor's degree required
- Excellent written, verbal communication, and presentation skills
- Passion for building relationships and providing an amazing customer experience
- Track record of highly-professional customer service in a fast-paced, dynamic environment
- Savvy with Claude and other AI tools
- Self-motivated, proactive team player and problem-solver with a bias for action
- Ability to define and execute projects independently
- Strong project management skills
- Adaptive and able to remain calm under pressure
- Process- and data-oriented, with ability to identify inefficiencies and develop enhancements or intuitive solutions
- Strong understanding of marketing strategies and analytics
- Excellent time management and organizational skills
- Experience leading a distributed team of employees and contractors
- Experience managing budgets and vendors and building ROI cases for headcount and programs
- Strong business acumen
- Team player and all-hands-on-deck mentality
- High energy and ability to motivate and inspire others
- Hands-on admin experience with HubSpot, Circle, Klaviyo, SamCart, PartnerStack, Typeform, Luma, Zapier, ClickUp, and Google Workspace
- Comfort using AI tools to automate work
Benefits:
- Remote work
- Full-time employment
- Opportunity to join a women-led company
- Opportunity to support and empower women founders and leaders
- Work with a growing team and community-focused organization
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