Director of Membership

Entreprenista•Miami, FL

About The Position

Entreprenista is a media company and the home of the Entreprenista League, a membership community supporting women founders and leaders. The Director of Membership owns the member journey from onboarding through renewal and develops the programs, systems, and team needed to scale the community. The role is responsible for the long-term sustainability and scalability of the League and calls for strong communication and presentation skills in a fast-paced environment. The director oversees community operations and team performance, works across departments, manages the departmental roadmap and community initiatives, and leads hiring, capacity planning, and team development. They own member success, retention and renewal processes, feedback systems, support policies, reporting, member communications, and the strategy and ROI for member and partner events. They also oversee the community’s technology stack, AI and automation, and related team training. Responsibilities may evolve as business needs change.

Requirements

At least 5 years of experience in customer success, community management, account management, marketing, or communications.
At least 3 years of experience that includes sales, marketing, communications, and/or related responsibilities, with the ability to form a narrative and compelling calls to action.
Passion for relationship-building and providing an excellent customer experience.
Track record of professional customer service in a fast-paced, dynamic environment.
Familiarity with Claude and other AI tools.
Self-motivated, proactive, and action-oriented, with the ability to solve problems and execute projects independently while details are evolving.
Strong project management skills and the ability to oversee complex campaigns from concept to completion.
Ability to adapt and remain calm under pressure.
Process- and data-oriented approach, including the ability to identify inefficiencies and develop improvements or new solutions.
Strong written and verbal communication and presentation skills.
Strong understanding of marketing strategies and analytics.
Excellent time-management and organizational skills.
Experience leading a distributed team of employees and contractors.
Experience managing budgets and vendors and building ROI cases for headcount and programs.
Strong business acumen.
Collaborative, all-hands-on-deck approach.
High energy and ability to motivate and inspire others.
Bachelor's degree required.
Hands-on administrative experience with HubSpot, Circle, Klaviyo, SamCart, PartnerStack, Typeform, Luma, Zapier, ClickUp, and Google Workspace, and comfort using AI tools to automate work.

Responsibilities

Oversee the daily operations and performance of the community team, monitoring the quality and accuracy of deliverables and fostering innovation, inclusivity, high performance, and continuous improvement.
Work cross-functionally with partnerships, growth, marketing, and special projects teams to identify and execute initiatives that support company, member, and partner goals.
Manage the departmental roadmap, set priorities, and drive key initiatives forward.
Provide high-level project management for community programming and initiatives.
Identify trends and opportunities to improve operations and strengthen community engagement.
Develop Entreprenista League membership tiers and lead their implementation.
Own the Entreprenista Entourage, affiliate, and co-marketing partner programs in PartnerStack, including automations, reconciliation, tier badges, payouts, and invoicing.
Lead hiring, capacity planning, and departmental scopes of work, including time tracking, overtime, PTO, and contractor invoices.
Build and manage a team, overseeing performance, training, KPIs, and team structure.
Own department reporting, including the KPI dashboard, community health scorecard, retention and churn analysis, renewal projections, and member demographics for sales and partnerships.
Develop and implement processes for collecting and using member feedback to improve the member experience and guide product development.
Audit email flows, onboarding processes, and customer support materials, and recommend and execute optimizations.
Own community guidelines and the moderation system, including escalations.
Own member support and retention policies, service levels, and escalations involving refunds, exceptions, fraud, failed payments, and cancellations; ensure compliance with SOPs and high-quality service.
Develop and manage member growth and offer expansion strategies aligned with member needs.
Build and lead the Member Success function, including the handoff from sales advisors to coordinators responsible for onboarding, retention, renewals, and expansion.
Own the member communications calendar and approve member-facing content, including newsletters, engagement posts, event promotions, announcements, and member features.
Represent member perspectives and insights in strategic decisions and product enhancements.
Conceptualize and supervise multichannel communication campaigns that drive engagement, retention, and expansion.
Set the member and partner events strategy and calendar, and own event ROI; event execution is handled by the events team.
Own the member technology stack, including Circle, HubSpot, SamCart, Klaviyo, Typeform, PartnerStack, Zapier, and Luma.
Lead AI and automation for the department and train the team to use them.