Manager, Member Experience
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Job Description
Manager, Member Experience shaping NSTXL’s membership strategy and enhancing member engagement. Overseeing member lifecycle from outreach to retention for mission-ready membership base.
Responsibilities:
- Build and maintain an engaging, thoughtful membership experience from application to renewal that supports a mission-ready membership base.
- Establish a structured, repeatable member journey with defined touchpoints and expectations
- Identify and address gaps in the member experience to improve engagement and retention.
- Act as a front-facing NSTXL representative at tradeshows, member meetings, and industry events.
- Collaborate with events team to host quarterly in-person member engagement and networking events.
- Ensure events align with overall membership strategy and deliver measurable value to members.
- Develop and implement membership growth campaigns.
- Strategically expand the membership network, analyzing market trends and competition to identify targets and opportunities.
- Work with the Creative team to develop engaging content and nurture campaigns to encourage new member registration.
- Define target segments and outreach strategies to drive intentional membership growth.
- Manage and optimize the membership portal and networking platforms to increase engagement and improve the user experience.
- Work with the website development team to improve the membership experience.
- Collaborate with the Membership Coordinator to map, clean up, and manage workflows and data integrations across the portal and CRM systems.
- Ensure data accuracy and integrity to support reporting, communication, and decision-making.
- Drive process improvements across systems and workflows to improve efficiency and usability.
- Report on member success initiatives and improvement plans/roadmaps.
- Continuously collect member feedback via surveys and other interactions.
- Disseminate feedback across the organization and create plans to address recommendations and improve member experience and education.
- Translate data and feedback into actionable insights and measurable improvements.
- Establish consistent reporting to track engagement, retention, and growth trends.
- Manage and mentor the Membership Coordinator.
- Work closely with cross-functional teams, including program marketing, growth, events, and creative, to ensure all membership requirements are met.
- Drive accountability and alignment across teams supporting the membership experience.
- Collaborate with leadership and various teams to increase the value of membership and develop new member benefits and services.
- Manage membership projects and deadlines using tools such as content calendars and project management software.
- Identify and implement new programs, benefits, or engagement channels to strengthen member participation.
Requirements:
- Bachelor’s degree in Marketing, Business, or a related field.
- Minimum five (5) years of marketing or related experience.
- Minimum two (2) years managing a membership community.
- Minimum two (2) years of experience managing a team.
- Minimum two (2) years experience owning or supporting a full customer or membership lifecycle.
- Demonstrated experience working with marketing automation, CRM, and CMS platforms such as HubSpot or WordPress.
- Nice to Have: Experience with Canva or similar design tools; Adobe.
- Creativity and a passion to grow and nurture a membership community.
- Ability to build and implement a comprehensive membership strategy and member success roadmap.
- Comfortable speaking publicly, traveling, and attending events, and networking with industry and government representatives.
- Deep understanding of customer journeys and lifecycles with experience creating acquisition, retention, and engagement strategies.
- Advanced reporting skills with the ability to collect data and translate it into meaningful insights.
- Strong planning, organizational, and problem-solving skills.
- Team-oriented with a focus on creating exceptional experiences.
- Strong ability to connect data, strategy, and execution to drive measurable outcomes.
Benefits:
- Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage
- Vision Insurance: Fully covered
- Retirement Plans: 401(k) with employer match up to 4%
- Paid Time Off: Paid sick and safe leave, federal holidays, floating holiday + your birthday, and generous vacation
- Other: Basic Life & AD&D policy company paid
- Voluntary Life
- Flexible & remote work structure
- Wellness reimbursement plan & mental health support
- Community sponsorships
- Donation matching
- Professional development allowance
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