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VP of Member Experience

$230,000 - $270,000/Yr

Gaia, Co.,Ltd. - Louisville, CO

posted 2 months ago

Full-time - Senior
Onsite - Louisville, CO
Performing Arts, Spectator Sports, and Related Industries

About the position

The VP of Member Experience is a senior leadership role focused on shaping and executing strategies that enhance member experiences in a B2C environment. This position requires collaboration with the Senior Management team to align community, product, and member service strategies with Gaia's vision and mission. The role emphasizes the importance of interpersonal skills, effective communication, and teamwork to foster a supportive culture and drive member retention.

Responsibilities

  • Shape a coordinated Gaia Community, Product strategy and Member Service aligned with Gaia's vision and mission.
  • Ensure Gaia's members feel part of a global conscious community and increase member retention.
  • Coordinate a Gaia Community experience that reflects Gaia's vision and mission.
  • Develop a Member Support experience that aligns with the Community and Product experience.
  • Oversee content discovery on Gaia apps in collaboration with the Product organization.
  • Recruit, performance manage, and grow team members to ensure the right people are in place.
  • Establish effective processes and technology for executing the strategy.
  • Collaborate with cross-departmental colleagues to ensure alignment on plans.

Requirements

  • At least 10 years of professional experience in a senior leadership role in a B2C growth company with annual revenues greater than $25 million.
  • At least 5 years of experience building communities, either physically or digitally.
  • At least 5 years of experience collaborating with a Product organization, particularly in online merchandising and discovery.
  • Experience with analytics platforms to gain insights into user behavior and initiative efficacy.
  • Proven ability to forecast and analyze the impact of initiatives both qualitatively and quantitatively.
  • Hands-on experience with ad tech or online merchandising platforms, Google Analytics, or other marketing and SEO analytic platforms.
  • Ability to work collaboratively and maturely on a team, motivating and inspiring team members.
  • Effective communication skills with Senior Management.

Nice-to-haves

  • Experience with New Relic or other technical monitoring platforms.
  • Experience with ZenDesk or another member support platform, along with Jira or another project management tool.

Benefits

  • On-site gym
  • Beautiful solar-powered campus with hiking and running trails
  • Community garden and labyrinth
  • On-site organic café serving breakfast and lunch
  • Alternative and traditional medical benefits including preventative coverage
  • Dental insurance
  • Vision insurance
  • 401K
  • Life insurance
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