Director, Member Services - Membership Performance, Renewals and Upgrades

Position Summary...

What you'll do...

Sam’s Club is Member obsessed and growing fast. Increasing our Membership base sits at the core of the company’s growth. As Director of Membership Performance, you will be responsible for keeping a finger on the pulse of membership performance and working cross-functionally to identify and execute actions on the most important drivers for improvement. We’re looking for a talented leader to provide data-driven clarity for today and to envision ways to continue innovating for tomorrow. If you are a strategic thinker that can merge data with creativity, this is the role for you.

This position will work in Bentonville, Arkansas and report to the Sr. Director of Membership Growth

What you'll do:

• Financial Performance: Ensure financial goals are met, can be explained, and that actions are taken to continuously improve performance.
• Performance Drivers and Forecasting: Bring clarity to the team and to leadership around the financial performance of Sam’s Membership efforts (e.g. upgrades in membership level and drivers of Renewals both historically and forward-looking). You will be the performance expert who is always on top of the numbers and can articulate what’s happening, why it’s happening, and most importantly what the team should do about it. This includes leading the performance forecasting (often utilizing advanced data analysis), cross-functional performance discussions and identifying emerging trends and enabling data-driven decisions.
• Business and Marketing Approach: Ensure the Membership strategy is encompassed within a united marketing approach that builds sustainable growth in membership counts, Plus member penetration, income and membership/brand perceptions. Hold regular performance sessions with key stakeholders (e.g. Marketing, eCommerce) to continuously improve performance through personalization, communication of member benefits and promotional activity.
• Lead in Developing the Analytics/Data Science Roadmap: Unlock additional insights. Effectively communicate results and actions to executive leadership, including overseeing budgets for Sam's Club member promotion programs.
• Membership insights: Identify initiatives to better understand member perceptions and behavior, ultimately improving member engagement and performance (in partnership with the member insights team). Help build business cases for a membership innovation pipeline by testing ideas, building the business case, partnering cross-functionally, and driving alignment with leadership.

What you'll bring:

• You love digging into data to find trends/insights that can guide the business. You can then turn those insights into actionable decisions that improve the business.
• You know how to manage a P&L and utilize performance to drive your strategic roadmap
• You thrive in an environment where you have the freedom, scope and responsibility to find innovative ways to impact and grow our business.
• You want to lead within and be part of a passionate, smart, hard-working, Member-obsessed culture.
• You have a passion for understanding and solving customer/Member problems and developing solutions that customers/members love
• You are a polished communicator with the ability to leverage data and information in a clear and concise fashion. You are passionate about not just sharing data but telling a story through meaningful insights.
• 5+ years of experience in Retail, Marketing, Retail Merchandising, Loyalty/Membership/Subscription, or related fields.
• Ability to cultivate partnerships within a dynamic, fast-paced environment with high executive leadership visibility
• Must thrive in managing and effectively influencing/partne