Sr. Director, Membership, Chapter & Group Eng

Summary 

The Senior Director of Membership, Chapter & Group Engagement is responsible for leading strategies that strengthen member value, engagement, and retention in support of organizations mission. This role partners closely with chapters, volunteer leaders, and internal teams to deliver inclusive, consistent, and meaningful experiences that foster connection, participation, and long-term member commitment.

The Senior Director provides strategic direction and operational leadership to support a diverse network of chapters and groups, leveraging data, insights, and best practices to enhance engagement models, support volunteer success, and ensure alignment with organizational priorities and community needs.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

Member & Customer Growth Strategy

• Own strategy and execution across the full membership lifecycle: awareness → acquisition → onboarding → engagement → renewal → win-back.
• Develop segmentation-based marketing and personalized journeys for students, career professionals, global members, and organizational members.
• Design programs that increase retention, lifetime value, and cross-sell/upsell into products, certifications, events, and learning.
• Proven ability to architect scalable acquisition and retention strategies grounded in service delivery expertise, value proposition clarity and market segmentation.
• Expertise in developing lifecycle frameworks that convert awareness into activation, engagement, and long-term loyalty.
• Experience optimizing acquisition funnels through demand generation, conversion optimization, and retention modeling.
• Deep understanding of subscription economics, renewal mechanics, and member journey analytics.

Loyalty, Retention & Value Optimization

• Ability to design and operationalize loyalty models that increase lifetime value and share of wallet.
• Experience with behavioral segmentation, propensity modeling, and churn prediction to drive personalized retention campaigns.
• Knowledge of member or customer satisfaction metrics (NPS, CES, engagement scoring) and their linkage to revenue growth.
• Capability to deploy AI-driven personalization and targeted content to reinforce perceived and realized member value.

Market Expansion & Share Growth

• Track record of expanding addressable markets through audience insights, partnership ecosystems, and new product or membership tiers.
• Experience conducting market segmentation and positioning analyses to identify under-penetrated or high-potential segments.
• Ability to align brand and value proposition to emerging needs and digital behaviors of evolving member demographics.
• Expertise in competitive benchmarking and differentiation strategies to expand relevance and share of market voice.

Data-Driven Engagement & Experience Design

• Proficiency in leveraging analytics and customer data platforms to map engagement behaviors and optimize touchpoints.
• Experience in personalization engines, recommendation models, and predictive content delivery.
• Ability to interpret data to drive cross-sell, upsell, and engagement-based monetization opportunities.
• Skilled in experience design that integrates marketing, product, and service delivery around customer value drivers.

Content Strategy & Thought Leadership

• Direct content strategy that supports member engagement, industry leadership, and product demand.
• Oversee editorial calendars, blogs, newsletters, research reports, podcasts, video, and social media.
• Develop narratives and thought-leadership themes that advance the organization’s mission and market relevance.

CORE COMPETENCIES

Education & Experience

• Typically, 10+ years related experience is required.
• Bachelor’s degree required; Masters/MBA preferred.
• Industry specific credential preferred.

Strategic Execution

• Translates organizational and departmental strategy into actionable plans and measurable outcomes.
• Leads complex initiatives from concept through execution.
• Balances strategic thinking with hands-on execution.

Member Engagement & Experience

• Leads strategies that enhance member value, satisfaction, and long-term engagement.
• Designs and optimizes members’ journeys across chapters, groups, and programs.
• Uses me