Chief Enterprise Membership & Service Experience

ACE Hardware; United States; On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Bonus opportunities

401(k) matching

Health coverage

Discount program

PTO & holidays

Career growth

Employee assistance

Job summary

Ace Hardware Home Services, Inc. is seeking a Senior Director for Enterprise Membership & Service Experience to unify and modernize our enterprise membership platform across all brands and branches.

You will own the membership business model, drive a standardized architecture, and ensure a consistent customer experience, scalable operations, and recurring revenue growth. This role partners with Operations, Field Service, Customer Experience, Marketing, Finance, Technology and Training to enable

Qualifications

• Bachelor's degree in Business, Operations, Marketing, Customer Experience, or related field.
• 10+ years of progressive leadership experience in membership, subscription, loyalty, retention, or home services organizations.
• Experience designing and implementing large-scale customer or membership programs.
• Proven success consolidating multiple products, programs, or operating models into one standardized enterprise framework.
• Strong experience leading cross-functional transformation initiatives.
• Experience managing recurring revenue businesses and customer lifecycle programs.

Responsibilities

• Lead enterprise membership consolidation across the enterprise, evaluating and standardizing plans across branches and service trades.
• Define and design the enterprise membership platform, including pricing guardrails and core benefits.
• Oversee rollout of the standardized model across operating locations with phased implementation and metrics.
• Drive growth and retention through lifecycle programs, renewals, and cross-channel acquisition strategies.
• Ensure a consistent member experience across enrollment, service delivery, billing, and communication.
• Provide governance for the membership program and coordinate with Finance, Operations, Marketing, Technology, and Training.

Education

Bachelor's degree in Business/Operations/Marketing/Customer Experience

Job description

Ace Hardware Home Services, Inc. is seeking a Senior Director for Enterprise Membership & Service Experience to unify and modernize our enterprise membership platform across all brands and branches.

You will own the membership business model, drive a standardized architecture, and ensure a consistent customer experience, scalable operations, and recurring revenue growth. This role partners with Operations, Field Service, Customer Experience, Marketing, Finance, Technology and Training to enable