Membership Experience and Retention Manager

IFMA; Houston (TX); Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Life & disability insurance

FSA/HSA options

Paid time off

Remote work options

Flexible work schedules

Job summary

IFMA is seeking a Membership Experience & Retention Manager to lead retention, engagement and member experience initiatives for its global community of more than 26,000 members. You’ll use membership data and feedback to identify trends, uncover opportunities and improve the member journey while leading the Member Services team.

This role may be based anywhere in the continental United States, involves up to 10% travel, and offers a salary range of $65,000 to $75,000 plus a comprehensive

Qualifications

• Experience analyzing membership, engagement or program data to identify trends.
• Strong leadership and coaching skills with staff development.
• Excellent communication and relationship-building abilities.
• Ability to manage multiple programs and priorities with attention to detail.
• 5+ years in membership, association management or related field; Bachelor’s degree preferred.
• Proficiency with Microsoft 365 and strong Excel skills.
• Experience using AI tools to support research and content development.
• Experience with CRM or association management systems preferred.
• Knowledge of HubSpot or similar marketing automation preferred.
• Association or nonprofit experience preferred.

Responsibilities

• Analyze membership, renewal, engagement and member feedback data to identify trends, opportunities and at‑risk member segments.
• Recommend, implement and evaluate retention and member experience initiatives, with focus on first-year, renewing, lapsed and reinstated members.
• Lead the first-year member experience, including onboarding, orientation and engagement touchpoints.
• Manage and develop the Member Services team while identifying opportunities to improve service delivery and the member experience.
• Partner with the Membership Marketing & Communications Manager by providing audience insights, program priorities and performance recommendations that inform member journeys, automated workflows and renewal communications.
• Lead IFMA’s Mentor Match program, including participant recruitment, cohort planning, matching, communications and program evaluation.
• Oversee member engagement programs, including IFMA Engage and Benefit of the Month.
• Gather member feedback through surveys, focus groups and other research activities to better understand member needs and inform retention and engagement efforts.
• Manage IFMA’s Awards of Excellence programs and coordinate assigned vendors and consultants supporting membership initiatives.
• Represent IFMA at conferences, industry events and other member-facing activities.

Skills

Data analysis

Membership analytics

Leadership

Communication

Project management

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Excel

CRM systems

HubSpot

Survey tools

Job description

Strengthen the Member Experience. Improve Retention. Turn Insights Into Action.

Are you an analytical, proactive problem-solver who is curious about what drives member behavior and enjoys turning insights into action?

We’re looking for a Membership Experience & Retention Manager to lead key retention, engagement and member experience initiatives for IFMA’s global community of more than 26,000 members. You’ll use membership data and member feedback to identify trends, uncover opportunities and recommend improvements that strengthen the member journey. You’ll also lead the Member Services team and oversee several important member programs.

What You'll Do

• Analyze membership, renewal, engagement and member feedback data to identify trends, opportunities and atrisk member segments.


• Recommend, implement and evaluate retention and member experience initiatives, with particular focus on firstyear, renewing, lapsed and reinstated members.


• Lead the firstyear member experience, including onboarding, orientation and engagement touchpoints.


• Manage and develop the Member Services team while identifying opportunities to improve service delivery and the member experience.


• Partner with the Membership Marketing & Communications Manager by providing audience insights, program priorities and performance recommendations that inform member journeys, automated workflows and renewal communications.


• Lead IFMA’s Mentor Match program, including participant recruitment, cohort planning, matching, communications and program evaluation.


• Oversee member engagement programs, including IFMA Engage, our online member community, and Benefit of the Month.


• Gather member feedback through surveys, focus groups and other research activities to better understand member needs and inform retention and engagement efforts.


• Manage IFMA’s Awards of Excellence programs and coordinate assigned vendors and consultants supporting membership initiatives.


• Represent IFMA at conferences, industry events and other memberfacing activities.

What We're Looking For

• Experience analyzing membership, engagement, customer or program data, with strong analytical, criticalthinking and problemsolving skills to identify trends and translate findings into practical recommendations and action.


• Strong leadership and coaching skills with experience managing and developing staff.


• Strong communication, relationshipbuilding and organizational skills.


• Ability to manage multiple programs and priorities independently while maintaining attention to detail.


• Minimum of five years of related experience in membership, association management, customer experience, retention or a related field. Bachelor’s degree or equivalent combination of education and relevant experience preferred.


• Proficiency with Microsoft 365, including strong Excel skills for data analysis and reporting.


• Experience using AI tools to support research, analysis, productivity and content development.


• Experience with CRM or association management systems, community platforms, survey tools, award management platforms or similar member technologies preferred.


• Basic knowledge of HubSpot or similar marketing automation platforms preferred.


• Association or nonprofit experience preferred.

Why Join IFMA?

You’ll play an important role in helping IFMA strengthen the member experience and improve retention across a global professional community. This is an excellent opportunity for someone who enjoys combining data, member insights, team leadership and relationship management to make a meaningful impact.

IFMA has established a salary range of $65,000 to $75,000, with placement within the range based on experience, qualifications, demonstrated leadership, and other relevant considerations. This position may be based anywhere in the continental United States and requires periodic domestic travel, up to 10%.

IFMA offers a competitive total rewards package comparable to those of leading professional associations and nonprofit organizations, including:

• Comprehensive health benefits, including medical, dental, and vision insurance


• 401(k) retirement plan with employer matching


• Life and disability insurance


• Flexible Spending Account (FSA) and Health Savings Account (HSA) options


• Generous paid time off and holidays


• Flexible work schedules and remote work options

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status or any other status protected under federal, state or local law.