Member Onboarding & Retention Manager

Sigma Theta Tau International Honor Society of Nursing

8d•Hybrid

About The Position

This role focuses on managing the member lifecycle, with a strong emphasis on onboarding, engagement, and retention. The manager will analyze member data to identify drop-off points and engagement trends, ensuring a coherent and positive member journey. Key responsibilities include cross-functional alignment with IT, Marketing & Communications, and the Membership & Volunteer Engagement department to improve workflows, messaging, and overall member experience. The role involves designing and refining member pathways, personalizing engagement, and implementing strategies to reduce churn and increase long-term participation. Oversight of membership subsidy and access programs is also included, ensuring equitable and aligned operations.

Requirements

Three or more years of professional experience in membership, customer or client success, constituent engagement, program management, association management, or a related field.
Bachelor's degree in a relevant area or an equivalent combination of education and experience.
Experience developing, coordinating, or executing onboarding, engagement, retention, renewal, or member lifecycle programs.
Belief that onboarding is the most important driver of long-term retention and treating it as a designed experience, not a transactional checklist.
Experience using data, metrics, and reporting to evaluate outcomes, identify trends, and inform decision-making.
Energized by translating member behavior signals into practical improvements across systems, communications, and pathways.
Experience managing multiple projects, timelines, and priorities while maintaining a high level of organization and attention to detail.
Demonstrated ability to communicate effectively across written, verbal, and virtual channels with diverse stakeholder groups.
Experience collaborating across departments and building effective working relationships with diverse stakeholders.
Comfort working across ambiguity where systems, processes, and member journeys are still evolving.
Understanding that retention is built through consistent experience design across onboarding, engagement, service, and renewal touchpoints.
Natural inclination to look for friction in systems and a compulsion to improve it.
Motivation by the opportunity to directly influence how members experience value, connection, and belonging from their very first interaction onward.
Seeing equitable access to membership as both a strategic priority and a mission imperative.

Nice To Haves

Experience conducting member or constituent analysis and translating findings into actionable recommendations.
Experience within a professional association, membership organization, or nonprofit environment.
Experience supporting membership onboarding, retention, or renewal initiatives at scale.
Experience administering membership platforms, CRM systems, or engagement platforms.

Responsibilities

Reviewing member lifecycle dashboards (first-year retention, onboarding completion, renewal conversion, engagement trends) to identify signals of member drop-off, engagement strength, and deviations from the intended journey.
Aligning with IT to understand system performance and identify friction points in onboarding or renewal workflows.
Collaborating with Marketing & Communications to evaluate messaging effectiveness and ensure communications support the member journey.
Working across the Membership & Volunteer Engagement department to connect onboarding, service interactions, community engagement, and chapter participation, ensuring a coherent member experience.
Designing and refining member pathways, mapping member progression from induction to engagement opportunities, identifying personalization gaps, and building solutions for early and frequent value realization.
Analyzing churn patterns, identifying at-risk segments, and implementing targeted interventions to improve renewal and long-term participation.
Overseeing membership subsidy and access processes to ensure smooth, equitable operation aligned with organizational priorities and partnership goals.