Membership Growth & Engagement Director

SBH Community Service Network Inc.; New York (NY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

SBH Community Service Network Inc. in Brooklyn seeks a seasoned Director of Membership to own the full membership lifecycle—from acquisition and onboarding to engagement, renewal, retention, and reactivation.

This senior leadership role shapes membership growth, pricing, member experience, technology, operations, and team performance. You will evaluate current systems, build scalable processes, and partner with Marketing, Programs, Finance, and the CEO to drive data-driven decisions and lasting

Qualifications

• 7+ years of relevant professional experience in membership, subscription, hospitality, or related field.
• At least 3 years of leadership experience with growth, retention, and revenue responsibilities.
• Experience managing an in-person membership or customer journey.
• Proven success in acquisition, conversion, retention, engagement, and revenue.
• Hands-on experience with pricing, packaging, segmentation, budgeting, forecasting, and performance management.
• Strong financial and business acumen.
• Proven experience leading and developing high-performing teams.
• Strong knowledge of KPIs, dashboards, CRM or membership platforms, and marketing automation.
• Experience using technology, automation, and AI to improve operations and productivity.
• Strong project and change-management abilities.
• Excellent interpersonal and communication skills.
• Strong discretion and ability to navigate sensitive member situations professionally.
• Ability to build trust within a close-knit community.
• Strong judgment and ability to improve established processes.
• High level of accountability, ownership, and follow-through.

Responsibilities

• Own annual goals for membership growth, acquisition, retention, renewals, reactivation, and revenue.
• Develop and execute membership growth and acquisition strategies with Marketing and senior leadership.
• Build and manage a structured prospect pipeline from inquiry through conversion.
• Develop targeted prospect segments and follow-up strategies.
• Create and optimize digital recruitment funnels across email, social media, and web landing pages.
• Evaluate membership pricing, categories, packages, and promotions.
• Analyze financial and membership impact of pricing and packaging changes.
• Own the membership budget and forecast revenue, retention, and pipeline performance.
• Monitor campaign performance, acquisition costs, conversion rates, and ROI.
• Oversee the member journey from initial inquiry to onboarding, engagement, renewal, retention, and reactivation.
• Develop strategies to make joining and participating easier and more welcoming.
• Build strong relationships with members, stakeholders, and leadership.
• Use member feedback, data, and outreach to identify changing needs and opportunities.
• Develop strategies to increase engagement and satisfaction.
• Identify at-risk members and develop retention/reactivation plans.
• Oversee membership policies, eligibility standards, and exception processes.
• Ensure policies are applied consistently and professionally.
• Oversee technology platforms, systems, and workflows for membership.
• Ensure data accuracy and usefulness for decision-making.
• Develop dashboards and reporting for key metrics.
• Use technology, automation, and AI to improve lead management and service.
• Identify opportunities to automate repetitive processes.
• Improve efficiency and scalability of membership operations.
• Ensure team utilizes CRM, membership, and marketing platforms.
• Lead and develop a team of Membership Associates.
• Set goals, KPIs, service standards, and accountability.
• Monitor team productivity and service performance.
• Evaluate team structure, responsibilities, and workflows.
• Implement improvements for efficiency and quality.
• Foster a professional, responsive team culture.
• Partner with Marketing on campaigns and segmentation.
• Collaborate with Programs to connect members with programs.
• Work with Finance on revenue, forecasting, budgeting, pricing, and performance.
• Partner with CEO on strategy and leadership decisions.
• Present results, risks, trends, and opportunities to leadership.

Skills

Membership growth

Leadership

Pricing & packaging

Data analytics

CRM & marketing automation

Stakeholder management

Cross-functional collaboration

Budgeting & forecasting

Job description

SBH Community Service Network Inc. in Brooklyn seeks a seasoned Director of Membership to own the full membership lifecycle—from acquisition and onboarding to engagement, renewal, retention, and reactivation.

This senior leadership role shapes membership growth, pricing, member experience, technology, operations, and team performance. You will evaluate current systems, build scalable processes, and partner with Marketing, Programs, Finance, and the CEO to drive data-driven decisions and lasting