Director of Membership

Sigma Theta Tau International Honor Society of Nursing

2d•Remote

About The Position

The Director of Membership role is a strategic and collaborative position focused on driving membership acquisition, retention, and overall member engagement. This role involves analyzing data to understand trends, developing and refining membership strategies, and working closely with various departments to ensure a cohesive member experience. The Director will also manage direct reports, oversee the Global Member Service Center, and contribute to the organization's new membership vision. The position requires someone who can bring structure to complex situations, is energized by ambiguity, and can lead with both data and strong relationships.

Requirements

Fluency in membership concepts, including churn data, retention patterns, and the organizational cost of member acquisition and retention.
Experience analyzing membership dashboards, identifying trends, and translating findings into strategic action.
Proven ability to collaborate effectively across teams, navigate competing priorities, and find paths forward during misalignment.
Experience influencing and driving change, with the ability to communicate compellingly to diverse audiences (board, members, colleagues).
Ability to balance member centricity with organizational sustainability and revenue generation.
People management experience or strong readiness for it, including developing people and delivering results.
Adaptability and comfort with ambiguity; ability to build structure where none exists.
Strategic thinking and the ability to see patterns and identify clear paths forward.
Strong communication skills, with the ability to adjust style while maintaining substance and building trust.
Relational skills, with a desire to genuinely know members, colleagues, and partners.
Analytical skills to dig into data and understand underlying stories and trends.
Adaptability to pivot when plans change and remain effective amidst ambiguity.

Nice To Haves

Background in associations.
CAE credential.

Responsibilities

Reviewing and addressing member service system inputs (tickets, inquiries, issues) over the weekend.
Hosting team meetings to align on priorities, escalate issues, and set the team's tone.
Pulling and analyzing membership dashboards, acquisition and retention trends, and segment-specific data.
Collaborating with marketing, chapter services, and other departments to share data insights and work towards shared goals.
Meeting with director-level peers across the organization to discuss membership's impact.
Working with the Global Events team to ensure a membership presence at conferences.
Developing recruitment training resources with the chapter services team.
Conducting proactive outreach to members to build relationships and understand the member experience.
Ideating and strategizing new membership initiatives, testing assumptions, and developing member personas and onboarding journeys.
Meeting with direct report(s) from the Global Member Service Center.
Monitoring service metrics and member satisfaction.
Problem-solving system issues, process gaps, or member escalations.
Stepping in to support member-facing interactions during peak seasons.
Clarifying benefits, mapping journeys, establishing rhythms, and supporting a new membership vision.