Director, Membership Experience - Opportunity@Work

About Opportunity@Work

About the role

We are seeking a dynamic, creative Director for our Membership Experience team to lead our efforts in implementing skills-first hiring practices through membership offerings. In this role, you will leverage the organization’s capabilities of research, analytics, and storytelling as well as our data-driven technology product offerings to influence employers and our broader stakeholder network towards a skills-based approach to talent management. Your primary responsibility will be to design, build, and deliver with your team valuable programming to our member networks. 

What you'll do

The Director of Membership Experience will play a pivotal role in building and scaling our membership model, ensuring that it delivers high value to our members while advancing our mission. This role is ideal for an experienced membership professional who is passionate about workforce development, economic mobility, and creating opportunities for STARs. The Director,  Membership Experience will be responsible for developing and executing strategies to engage, retain, and grow our membership base, which includes employers, educational institutions, workforce development organizations, and other stakeholders. The successful candidate will be a strategic thinker with a proven track record of building membership programs and fostering member engagement and trusting relationships. 

Key Responsibilities

• Membership Strategy Development:

  • Design and implement a comprehensive membership strategy that aligns with the organization’s mission and goals of driving economic mobility for STARs.

  • Working with business owners for each audience, develop and refine the membership value proposition, ensuring it meets the evolving needs of members and supports the organization’s long-term objectives.

  • Create and execute a roadmap for membership growth, including recruitment, engagement, and retention strategies.

  • Collaborate with senior leadership to integrate membership strategies into the organization’s broader strategic plan.

• Membership Model Building:

  • Lead the development and refinement of the organization’s membership model, including membership tiers, benefits, and pricing.

  • Identify and implement innovative approaches to enhance the membership experience, leveraging technology and data-driven insights.

  • Develop and manage membership programs, including access to research, webinars, working groups, and other member benefits.

  • Collaborate with the product, marketing, and communications teams to create compelling membership offerings that drive engagement and satisfaction.

• Member Engagement and Retention:

  • Build and nurture relationships with members, ensuring they feel valued, supported, and connected to the organization’s mission.

  • Develop and implement member engagement strategies, including events, communications, and personalized interactions, to increase member participation and loyalty.

  • Monitor and analyze membership data to identify trends, opportunities, and areas for improvement in member engagement and retention.

  • Lead the development of member feedback mechanisms to ensure the organization continuously improves its offerings based on member needs.

• Innovation and Continuous Improvement:

  • Stay current of trends and best practices in membership management, workforce development, and skills-first hiring.

  • Lead initiatives to innovate and improve the membership experience, including the use of new technologies, partnerships, and programmatic offerings.

  • Identify opportunities for collaboration with other organizations and stakeholders to enhance the membership experience and expand the organization’s impact.

• Leadership and Collaboration:

  • Manage and mentor a team of membership professionals, providing guidance, support, and development opportunities to help them succeed in their roles.

  • Collaborate with cross-functional teams, including Marketing, Product Development, and Insights, to ensure a cohesive and integrated approach to membership experience.

  • Serve as the primary point of contact for key members, representing the organization at events, meetings, and other forums.

  • Report on membership metrics and outcomes to the senior leadership team, providing insights and recommendations for strategic decision-making.

Qualifications

• Skills, Knowledge & Expertise 
  This role is open to individuals skilled through alternative routes.

  • Minimum of 7-10 years of experience in membership management, customer success, or a related field, with a strong track record of success in building and growing membership programs.

  • Excellent relationship-building and interpersonal skills, with a passion for engaging and supporting a broad array of stakeholders.

  • Experience in a nonprofit or mission-driven organization, particularly in workforce development or economic mobility, is highly desirable.

  • Strategic thinking and problem-solving skills, with the ability to translate vision into actionable plans.

  • Proven leadership and team management skills, with the ability to inspire and motivate a team to achieve ambitious goals.

  • Analytical skills, with the ability to leverage data to drive decisions and measure success.

  • Proficiency with membership management software, CRM systems, and other relevant technologies.

• Personal Characteristics 

  • You thrive in a creative, inventive, fast-paced startup environment with passionate people about their work and the mission

  • Collaboration: Works across stakeholders and/or groups to accomplish shared goals. Experience maintaining engagement with a series of stakeholders, moderating content, developing community guidelines, and providing feedback to members.

  • Initiative and entrepreneurial mindset: Flexibility with shifts in priorities, ability to iterate on work plans, and ability to troubleshoot quickly and collaboratively. 

  • STAR-centered: Demonstrated passion and desire to create a more inclusive policy environment for STARs and to create economic mobility for all workers. 

  • You are data-driven, result-oriented, and a forward-looking catalyst for social change

  • You’re excited to work cross-functionally with other departments and independently

  • You are an effective communicator with excellent oral and written skills

  • You have excellent time management skills and can balance multiple projects and tasks

  Opportunity@Work is an equal opportunity and skills-first employer. We celebrate diversity and the dignity of every worker - especially those with overlooked skills.  We are committed to creating an inclusive environment for all employees.

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