Enterprise Membership Architect & Growth Leader

Ace Hardware Corporation; Kansas; Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

401(k) matching

Comprehensive health coverage

Paid time off

Career growth opportunities

Employee assistance program

Job summary

Ace Hardware Home Services, Inc. seeks a Senior Director, Enterprise Membership & Service Experience to lead the strategy, design, consolidation, and rollout of a unified enterprise membership platform across all home services brands.

This executive owns the membership model, guiding migration from legacy plans to a standardized enterprise framework while driving recurring revenue and customer loyalty. The role partners across Operations, Field Service, Customer Experience, Marketing, Finance,

Qualifications

• Bachelor's degree in Business, Operations, Marketing, Customer Experience, or related field.
• 10+ years of progressive leadership experience in membership, subscription, loyalty, retention, customer experience, or home services organizations.
• Demonstrated 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 the evaluation and consolidation of all existing membership and maintenance plans across the enterprise.
• Inventory and assess all current membership offerings across branches and service trades.
• Evaluate overlap, complexity, customer value, and financial performance of existing plans.
• Develop strategies to consolidate legacy, local, acquired, and trade-specific programs into a unified enterprise structure.
• Create migration plans that minimize customer disruption while improving operational consistency.
• Establish governance processes that prevent future fragmentation.
• Serve as the architect of the enterprise membership platform.
• Design a standardized enterprise membership plan template.
• Define core benefits, service entitlements, and member value propositions.
• Establish pricing architecture and enterprise pricing guardrails.
• Create trade-specific options and add-on offerings where appropriate.
• Define eligibility requirements, enrollment standards, renewal policies, cancellation guidelines, and service commitments.
• Develop standard member communications and customer experience requirements.
• Create enterprise standards for loyalty, retention, and recurring value delivery.
• Lead deployment of the standardized membership model across all operating locations.
• Develop a phased implementation roadmap.
• Create enterprise rollout and adoption plans.
• Define branch readiness requirements and deployment standards.
• Lead pilot programs and enterprise-wide launches.
• Partner with field operations to operationalize membership benefits and service commitments.
• Establish implementation metrics and executive reporting processes.
• Drive profitable membership growth while maximizing renewal and lifetime value.
• Develop acquisition strategies across customer experience centers, technicians, comfort advisors, and field teams.
• Increase membership conversion rates across all customer touchpoints.
• Develop renewal, retention, save, and win-back strategies.
• Analyze customer behavior and churn indicators.
• Create programs that increase engagement, utilization, and customer loyalty.
• Improve recurring revenue and member lifetime value.
• Design and oversee a consistent member experience throughout the customer lifecycle.
• Create the enterprise member journey from enrollment through renewal.
• Establish service standards and benefit fulfillment expectations.
• Ensure consistency across scheduling, field service delivery, billing, communication, and customer support.
• Lead service recovery and escalation management programs.
• Partner with branch operations to ensure the member promise is delivered consistently.
• Build the technology and operational infrastructure necessary to support a unified enterprise membership platform.
• Define membership system requirements across CRM, billing, marketing, field-service management, and reporting platforms.
• Lead technology enhancements required to support enterprise membership operations.
• Establish member data standards and governance.
• Improve automation, reporting, analytics, and customer engagement capabilities.
• Ensure accurate tracking of enrollment, utilization, retention, renewal, and financial performance.
• Provide enterprise leadership and governance for the membership business.
• Lead membership, retention, service experience, analytics, and support teams.
• Establish enterprise membership policies and standards.
• Create executive governance processes and decision rights.
• Partner with Finance, Operations, Marketing, Technology, and Training leaders.
• Support integration of future acquisitions into the enterprise membership framework.
• Develop succession plans and build organizational capability.

Education

Bachelor's degree in Business, Operations, Marketing, Customer Experience, or related field

Job description

Ace Hardware Home Services, Inc. seeks a Senior Director, Enterprise Membership & Service Experience to lead the strategy, design, consolidation, and rollout of a unified enterprise membership platform across all home services brands.

This executive owns the membership model, guiding migration from legacy plans to a standardized enterprise framework while driving recurring revenue and customer loyalty. The role partners across Operations, Field Service, Customer Experience, Marketing, Finance,