Sr. Director - Enterprise Membership & Service

ACE Hardware

5d • $140,000 - $160,000

About The Position

The Senior Director, Enterprise Membership & Service Experience is responsible for the strategy, design, consolidation, implementation, governance, and ongoing optimization of the enterprise membership platform across all home services brands and branches. This leader serves as the executive owner of the membership business model and is accountable for transforming multiple legacy, branch-specific, acquired, and trade-specific maintenance plans into one standardized enterprise membership architecture. The role ensures the membership program delivers a consistent customer experience, clear customer value, operational scalability, recurring revenue growth, and long-term customer loyalty. The position partners closely with Operations, Field Service, Customer Experience, Marketing, Finance, Technology, Training, and Branch Leadership to create and sustain a unified membership model that supports both current operations and future acquisitions.

Requirements

• Bachelor's degree in Business, Operations, Marketing, Customer Experience, or related field.
• 10+ years of progressive leadership experience in membership, subscription, loyalty, retention, customer experience, or home services organizations.
• Demonstrated experience designing and implementing large-scale customer or membership programs.
• Proven success consolidating multiple products, programs, or operating models into one standardized enterprise framework.
• Strong experience leading cross-functional transformation initiatives.
• Experience managing recurring revenue businesses and customer lifecycle programs.

Nice To Haves

• Residential HVAC, Plumbing, Electrical, Handyman, Roofing, Pest Control, or Home Services experience.
• Experience integrating acquired companies into a common operating model.
• Experience with technician-led membership sales programs.
• Experience with AI-enabled customer engagement and customer experience technologies.
• Experience leading enterprise-wide customer loyalty or subscription programs.

Responsibilities

• Lead the evaluation and consolidation of all existing membership and maintenance plans across the enterprise.
• Inventory and assess all current membership offerings across branches and service trades.
• Evaluate overlap, complexity, customer value, and financial performance of existing plans.
• Develop strategies to consolidate legacy, local, acquired, and trade-specific programs into a unified enterprise structure.
• Create migration plans that minimize customer disruption while improving operational consistency.
• Establish governance processes that prevent future fragmentation.
• Serve as the architect of the enterprise membership platform.
• Design a standardized enterprise membership plan template.
• Define core benefits, service entitlements, and member value propositions.
• Establish pricing architecture and enterprise pricing guardrails.
• Create trade-specific options and add-on offerings where appropriate.
• Define eligibility requirements, enrollment standards, renewal policies, cancellation guidelines, and service commitments.
• Develop standard member communications and customer experience requirements.
• Create enterprise standards for loyalty, retention, and recurring value delivery.
• Lead deployment of the standardized membership model across all operating locations.
• Develop a phased implementation roadmap.
• Create enterprise rollout and adoption plans.
• Define branch readiness requirements and deployment standards.
• Lead pilot programs and enterprise-wide launches.
• Partner with field operations to operationalize membership benefits and service commitments.
• Establish implementation metrics and executive reporting processes.
• Drive profitable membership growth while maximizing renewal and lifetime value.
• Develop acquisition strategies across customer experience centers, technicians, comfort advisors, and field teams.
• Increase membership conversion rates across all customer touchpoints.
• Develop renewal, retention, save, and win-back strategies.
• Analyze customer behavior and churn indicators.
• Create programs that increase engagement, utilization, and customer loyalty.
• Improve recurring revenue and member lifetime value.
• Design and oversee a consistent member experience throughout the customer lifecycle.
• Create the enterprise member journey from enrollment through renewal.
• Establish service standards and benefit fulfillment expectations.
• Ensure consistency across scheduling, field service delivery, billing, communication, and customer support.
• Lead service recovery and escalation management programs.
• Partner with branch operations to ensure the member promise is delivered consistently.
• Build the technology and operational infrastructure necessary to support a unified enterprise membership platform.
• Define membership system requirements across CRM, billing, marketing, field-service management, and reporting platforms.
• Lead technology enhancements required to support enterprise membership operations.
• Establish member data standards and governance.
• Improve automation, reporting, analytics, and customer engagement capabilities.
• Ensure accurate tracking of enrollment, utilization, retention, renewal, and financial performance.
• Provide enterprise leadership and governance for the membership business.
• Lead membership, retention, service experience, analytics, and support teams.
• Establish enterprise membership policies and standards.
• Create executive governance processes and decision rights.
• Partner with Finance, Operations, Marketing, Technology, and Training leaders.
• Support integration of future acquisitions into the enterprise membership framework.
• Develop succession plans and build organizational capability.

Benefits

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior