Director of Member Experience and Loyalty

Own the strategy, build, and execution of lifecycle and email marketing programs—including nurture streams, triggered/behavioral campaigns, onboarding sequences, and customer lifecycle communications—aligned to engagement and pipeline goals.

Build and operate a retention early-warning system, using behavioral signals like login frequency, benefit redemption, and support sentiment to flag at-risk members before they consider canceling.

Personalize retention interventions based on past member behavior, location, and other available data rather than one-size-fits-all outreach.

Own the voice-of-member feedback loop—NPS/CSAT, and themes from support conversations—and act as the internal advocate pushing that feedback into product, benefits, and partnership decisions.

Partner closely with Member Support, the team talking to members daily and surfacing risk and friction signals first.

Track benefit-level performance and friction, identifying which benefits drive renewal versus which generate disproportionate complaints, and work with Partnerships to fix, improve, or retire underperforming ones.

Personally build, configure, and analyze lifecycle email marketing workflows—renewal sequences, at-risk saves, and re-engagement campaigns—from strategy through execution.

Use AI tools to work more efficiently, from speeding up analysis to accelerating campaign and creative production.

A churn-risk model that flags at-risk members early enough to act, with a growing save rate on outreach.

Rising NPS/CSAT scores and a consistent flow of member feedback that gets acted on.

Clear visibility into which benefits drive renewal versus friction, and a track record of fixing or retiring the ones that don't.

Faster time-to-first-value in onboarding, so new members see the value of membership sooner.

A tight, trusted partnership with Member Support that catches risk earlier.

7+ years in retention, member/customer experience, or lifecycle marketing, ideally at a membership, subscription, or loyalty-driven business

Hands-on email marketing expertise is required — proven experience personally building, deploying, and analyzing automated email/lifecycle workflows, not just directing an agency or team

HubSpot experience is a strong plus

Comfort working cross-functionally with Support, Partnerships, and Product

Experience building or operating a churn-risk or member health-scoring framework

Proven track record preventing or positively impacting churn by implementing data-driven retention processes and strategies — personalizing interventions based on past member behavior, location, and other available data rather than one-size-fits-all outreach

Fluency with AI tools to work efficiently — using them to speed up analysis, draft and test campaigns faster, and generate or refine design/creative assets

A genuine obsession with the member's experience — someone who treats every piece of feedback as actionable data, not noise