Job Description
Position Summary
The Program Manager, Membership is responsible for developing, optimizing, and expanding membership programs that drive engagement, retention, and long-term value for both corporate and individual members. This role serves as a strategic partner to internal teams and corporate members, translating member needs and data insights into scalable, customer-centric solutions. The Program Manager also oversees key operational functions—including onboarding, data integrity, and member communications—to ensure a seamless, high-quality membership experience aligned with a strong Customer Success mindset.
Key Responsibilities
- Develop, enhance, and manage membership programs that increase value, engagement, and retention across corporate and individual member segments.
- Serve as the primary relationship manager for corporate members, helping them maximize program benefits and long-term participation.
- Analyze membership data, trends, and feedback to identify growth opportunities and inform recruitment and retention strategies.
- Design and improve membership offerings by evaluating member needs, industry trends, and program performance.
- Lead onboarding initiatives to ensure a smooth, consistent, and high-quality experience for new members.
- Coordinate and deliver timely, clear, and engaging member communications, including program updates, renewals, and value-added content.
- Maintain accurate and up-to-date membership records by monitoring data integrity and resolving discrepancies promptly.
- Collaborate cross-functionally with Marketing, Customer Success, Certification, Events, and Finance to deliver aligned and scalable solutions.
- Oversee the Corporate Milestone Recognition program, including quarterly reporting, certificate distribution, and external publication updates.
- Monitor program performance and prepare reports for leadership, offering data-driven insights and actionable recommendations.
- Support continuous improvement of membership processes by identifying gaps, streamlining workflows, and enhancing operational efficiency.
Required Knowledge, Skills, and Abilities
- Proven ability to develop and scale programs that deliver measurable value and sustained member engagement.
- Strong understanding of membership-based business models, including corporate and individual structures and retention strategies.
- Data-driven mindset with the ability to analyze insights, identify trends, and support sound business decisions.
- Exceptional relationship-building skills, particularly with corporate partners and stakeholders.
- Strong cross-functional collaboration skills and the ability to influence without authority.
- Excellent written and verbal communication skills, with experience delivering clear, timely, and engaging messaging.
- High attention to detail, particularly in data management, reporting accuracy, and operational execution.
- Ability to manage multiple priorities with urgency while maintaining a high standard of quality.
- Strong problem-solving skills with a continuous-improvement mindset.
- Proficiency with CRM and membership management systems; ability to quickly learn new tools and technologies.
Education and Experience
- Bachelor’s degree preferred.
- Minimum of three (3) years of experience managing or leading organizational programs, memberships, or customer-focused initiatives.