Membership Lifecycle & Loyalty Manager

Project Management Institute

4d•Hybrid

About The Position

PMI is seeking a strategic, builder-minded Membership Lifecycle & Loyalty Manager to help reimagine how we attract, engage, and retain our global member community. This is not a traditional lifecycle role. You will own and shape the future of PMI’s membership value and loyalty ecosystem—defining strategy while also building and scaling programs from the ground up. You’ll design a modern membership experience that goes beyond transactions—curating meaningful benefits, forging high-value partnerships, and creating personalized journeys that drive engagement, retention, and long-term member value. This role requires a unique blend of vision and execution: someone who can define the roadmap, influence stakeholders, and then step in to build, test, and launch programs in a fast-moving environment.

Requirements

Bachelor’s degree in Marketing or a related field
5–7+ years of experience in membership, loyalty, lifecycle, or subscription-based marketing
Proven success building and scaling loyalty programs, benefits, or member experiences
Experience developing and managing strategic partnerships or benefit ecosystems
Strong experience owning or influencing roadmaps, strategy, and program direction
Hands-on experience with CRM and marketing automation tools (e.g., ESP, CDP, Adobe Journey Optimizer, GA4, Tableau)
Demonstrated impact on retention, churn reduction, and lifetime value through testing and optimization
Strong analytical skills, including cohort analysis, segmentation, and performance measurement
Builder mindset—comfortable operating in ambiguity and creating structure where it doesn’t exist
Ability to move seamlessly between strategy and execution (0→1 and scale)
Strong communication and stakeholder management skills with the ability to influence across teams
Experience working in agile, fast-paced, and evolving environments
Proficiency in English (PMI business language)
Ability to travel up to 15% as needed

Responsibilities

Define and evolve PMI’s membership value proposition, loyalty strategy, and benefits ecosystem
Build and scale lifecycle programs across the full member journey—from acquisition to renewal and win-back
Use data, insights, and experimentation to reduce churn and increase lifetime value
Design, launch, and iterate on loyalty programs, rewards, and personalized member experiences
Source, negotiate, and manage strategic partnerships that expand and elevate member benefits
Operate as a hands-on builder—creating programs, testing ideas, and driving execution from 0→1
Partner across Brand, Martech, Analytics, Product, and Web to bring strategies to life
Own the membership and loyalty roadmap, including tiers, benefits architecture, and long-term value strategy
Define and evolve a differentiated membership experience that drives engagement and retention
Align membership strategy with enterprise priorities and future growth opportunities
Build and scale a high-impact benefits portfolio that delivers real, tangible value to members
Identify, negotiate, and launch strategic partnerships that expand offerings and enhance the member experience
Establish a repeatable model for sourcing, evaluating, and managing partner relationships
Continuously assess and optimize the benefits ecosystem based on usage, feedback, and performance
Design and implement end-to-end lifecycle strategies across acquisition, onboarding, engagement, renewal, and reactivation
Build lifecycle programs from the ground up where needed—creating structure, processes, and playbooks
Define clear hypotheses, segments, and KPIs to guide execution and measure success
Develop targeted strategies to increase engagement, strengthen loyalty, and reduce churn
Launch and scale programs that drive habit formation, benefit utilization, and member advocacy
Deliver personalized, multi-channel experiences that meet members where they are
Own renewal and pre-renewal strategy, including messaging, offers, pricing tests, and timing
Identify and remove friction across the renewal journey, including payment and auto-renew experiences
Continuously test and optimize to improve retention and maximize lifetime value (LTV)
Use behavioral data, cohort analysis, and experimentation to inform strategy and decision-making
Partner with Analytics to build dashboards tracking LTV, retention, engagement, and satisfaction (NPS/CSAT)
Translate insights into actionable programs, tests, and optimizations
Act as a key connector across Brand, Martech, Product, Web, Analytics, and Community teams
Influence stakeholders and drive alignment on priorities, roadmap, and execution
Balance strategic leadership with hands-on execution—comfortable moving between big-picture thinking and detailed delivery