Director of Membership Services (Brooklyn)
Director of Membership The Sephardic Community Center is looking for a Director of Membership to lead every part of the membership journey, from acquisition and onboarding through engagement, renewal, retention, and reactivation, while leading the team, pricing, and technology that support it. We are looking for an experienced operator who has successfully led these disciplines before and can take a fresh look at how Membership operates and make it stronger. This person should be comfortable using data, technology, and sound business judgment to drive measurable results, improve the member experience, and build a more effective membership function. Success in this role also requires a real understanding of the community we serve. The Director must be able to grow membership while navigating a close-knit Sephardic community with warmth, judgment, cultural sensitivity, and respect for the relationships and traditions that make the Center distinctive. What You'll OwnMembership Growth and Economics · Own annual goals for net membership growth, acquisition, retention, renewals, and overall membership revenue. · Develop and lead annual membership growth efforts and targeted acquisition strategies in partnership with Marketing and senior leadership. · Build and manage a clear prospect pipeline from inquiry through conversion, with consistent follow-up and useful segmentation. · Design, execute, and scale digital recruitment funnels across email, social, and web landing pages to convert prospects into active members. · Evaluate and recommend annual membership pricing, categories, packages, and promotional strategies. · Understand the financial and member impact of pricing and packaging changes before they are made, and track the results afterward. · Own the membership budget and forecast membership units, revenue, retention, and pipeline performance. Member Experience and Community Stewardship · Own the membership experience from first inquiry through onboarding, service, engagement, renewal, and reactivation. · Make it easier and more welcoming to join, get oriented, and stay engaged with the Center. · Build a strong understanding of the Sephardic community, including its traditions, relationships, expectations, sensitivities, and changing needs. · Build trust with members, prospective members, lay leaders, and community stakeholders. · Use member feedback, data, and direct outreach to identify problems, opportunities, and changing needs. · Own membership policies, categories, eligibility standards, and exception processes with consistency, fairness, and sound judgment. Technology, AI and Membership Operations · Own the membership technology stack and the day-to-day business use of membership systems, data, and workflows. · Make sure membership data is accurate, useful, and part of how decisions are made. · Use technology, automation, and AI where they can improve lead management, communications, reporting, personalization, member service, and team productivity. · Reduce unnecessary manual work and create scalable, efficient membership processes. Team Leadership and Partnership · Lead, coach, and develop a team of Membership Associates with clear goals, KPIs, service standards, and accountability. · Set a high standard for ownership, responsiveness, professionalism, and member service. · Review the team's structure, roles, skills, and workflows and make changes when they will improve performance or service. · Partner closely with Marketing on acquisition, segmentation, campaigns, communications, renewal, and reactivation. · Collaborate with Programs to understand member engagement and connect members with relevant Center experiences. · Work with Finance on membership economics, forecasting, pricing, revenue performance, and membership-related policies. · Work with the CEO and C-suite on membership priorities, performance, and key decisions. How Success Will Be Measured The Director will maintain a clear membership scorecard and regularly share performance, risks, insights, and opportunities with senior leadership. · Net membership unit growth · Membership revenue · New member acquisition and prospect conversion · Renewal, retention, and reactivation · Member engagement and satisfaction · Pricing and package performance · Membership campaign ROI and cost of acquisition · Forecast and budget performance · Team productivity and service quality · Technology adoption and operating efficiency What Success Looks Like in the First Year · Delivered measurable net membership growth against agreed targets · Improved conversion, renewal, retention, and reactivation · Established a disciplined annual pricing and packaging process · Built a reliable membership budget, forecast, funnel, and KPI dashboard · Improved member segmentation, onboarding, engagement, and service · Modernized key membership workflows using technology, automation, and AI · Strengthened team accountability and productivity · Improved consistency in membership policies and exception handling · Strengthened collaboration across Membership, Marketing, Programs, and Finance Who We're Looking For We are looking for an experienced membership or customer-growth leader who has already operated successfully in a physical, relationship-driven membership or recurring-revenue environment. The right person should be as comfortable reviewing the membership funnel and pricing as they are coaching a team member, navigating a sensitive member situation, or presenting performance results to senior leadership. Strong candidates will bring: · 7 years of relevant experience in a physical membership, subscription, hospitality, fitness, club, community, cultural, or other relationship-driven recurring-revenue environment · At least 3 years leading a team or function with direct accountability for growth, retention, revenue, and the member or customer experience · Experience owning an in-person member or customer journey, not solely digital or software-based subscription models · A demonstrated track record of driving measurable growth, retention, conversion, and engagement · Hands-on experience with pricing, packaging, segmentation, budgeting, forecasting, and performance management · Strong business judgment and financial acumen · Experience leading teams and building high-performance, service-oriented cultures · Comfort working with data, KPIs, dashboards, CRM or membership platforms, and marketing automation · Practical experience using technology, automation, and AI to improve work and reduce unnecessary manual processes · Strong project and change management skills · Strong interpersonal skills, cultural intelligence, discretion, and the ability to earn trust in a close-knit, relationship-driven community · The confidence to question outdated processes, along with the judgment to know how and when to change them · A high level of accountability, follow-through, and ownership Experience in a Jewish communal organization or another mission-driven, culturally rooted membership environment would be especially valuable, but is not required. Knowledge of the Sephardic community is highly valuable, but not required. The successful candidate must bring the cultural sensitivity, curiosity, judgment, and relationship skills necessary to quickly understand and earn trust within the community. Compensation Salary range: $115,000-$130,000 annually, commensurate with experience.
