Director of Membership

Director of Membership

Are you passionate about listening to members, making sense of data, and using insights to improve how an organization serves its community? PAEA (PA Education Association) is seeking a strategic and service-minded Director of Membership to help us better understand our members and create experiences that are responsive, valuable, and easy to navigate.

The Director of Membership will strengthen how PAEA serves, supports, and learns from its members by shaping a seamless, data-informed membership experience that drives engagement, retention, and long-term member value. Reporting to the Chief Talent and Experience Officer, this role leads membership operations, renewals, retention, member service, and member intelligence, using membership data, participation patterns, service interactions, surveys, communities, and other listening channels to better understand member needs and emerging trends.

This is an opportunity for an association, membership, or customer experience leader who brings operational discipline, a collaborative mindset, and a talent for translating member insights into meaningful organizational improvements. Through dashboards, reporting, segmentation, and cross-functional partnership, the Director of Membership will help PAEA reduce friction, strengthen service delivery, and ensure the products, programs, resources, and experiences offered to members are responsive, accessible, and valuable.

Please include your resume and cover letter when applying for this position.

This position may be exposed to sensitive and confidential information daily; this individual is responsible for maintaining the confidentiality that knowledge of such warrants. In this position, employees must respect and protect the privacy, confidentiality, and security of all personal information to which they have access in the performance of their duties for PAEA, in accordance with PAEA’s Privacy Policy and the PAEA Employee Handbook that all employees must sign.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Membership Strategy & Operations

• Partner with the Chief Talent and Experience Officer to develop and execute membership strategies that strengthen member value proposition, retention, growth targets, and long-term sustainability.
• Provide leadership and oversight for the membership lifecycle, including membership administration, onboarding, dues renewal, membership status, and related processes to ensure they execute strategy effectively.
• Collaborate with Digital Operations and other internal teams to ensure PAEA’s membership systems, including Salesforce CRM, technology, data, and workflows effectively support business and member needs.
• Use membership trends, participation patterns, and member feedback to evaluate and continuously improve membership policies, processes, benefits, and the overall membership experience.
• Establish relevant and measurable performance measures for retention, growth, and sustainability; reporting on progress, trends, risks, and opportunities.
• Stay informed about evolving practices and trends in association membership to anticipate shifts and identify opportunities for PAEA.

Member Service & Experience

• Lead PAEA’s centralized member service function, ensuring members receive timely, accurate, consistent, and member-centered support.
• Lead, coach, and develop staff responsible for membership administration, member inquiries, service queues, and other front-line member support.
• Establish service standards, workflows, escalation practices, and resources that enable staff to effectively serve as a front door to PAEA.
• Monitor member inquiries and service interactions to identify recurring questions, friction points, and opportunities to improve processes, communications, technology, and services.
• Build a culture of responsiveness, ownership, continuous improvement, and exceptional member service.
• Partner across PAEA to ensure member questions and needs are appropriately routed and resolved while creating a cohesive experience for members.

Member Intelligence & Organizational Insights

• Develop a comprehensive understanding of PAEA’s membership through quantitative and qualitative member intelligence, including membership and participation data, service interactions, surveys, communities, and other listening channels.
• Drive the creation and utilization of dashboards, reporting, segmentation, and other approaches that help PAEA understand membership health, retention, participation, needs, and emerging trends.
• Partner closely with the leader responsible for member communities to connect insights from community conversations with broader membership and behavioral data.
• Identify meaningful patterns, emerging member needs, and opportunities and translate them into actionable insights for organizational leaders and teams.
• Partner with teams across PAEA to help them intentionally engage and listen to members, identify appropriate member audiences, and incorporate member perspectives into their work.
• Synthesize member intelligence and regularly bring forward key themes, implications, and opportunities that can inform organizational strategy and the evolution of PAEA’s products, programs, resources, and services.

Leadership & Organizational Partnership

• Serve as a strategic partner to the Chief Talent and Experience Officer and a subject matter expert on membership, member needs, and the broader member experience.
• Ensure membership perspectives and member intelligence are represented in organizational planning, decision-making, and cross-functional initiatives.
• Lead, develop, and empower staff within the membership function, establishing clear priorities, expectations, measures of success, and opportunities for growth.
• Manage membership-related budgets, vendors, resources, and projects as appropriate.
  
  

Other Duties

The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all-inclusive. Duties, responsibilities, and activities may change at any time with or without notice.   

Required Qualifications, Knowledge, Skills, and Abilities

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Seven or more years of experience in membership, association management, member/customer experience, business operations, or a related field.
• Demonstrated experience leading membership or customer-facing operations, including responsibility for processes such as membership administration, renewals, retention, or member service.
• Experience leading a team and functional area, including hiring and performance management.
• Strong experience working with association management systems, CRM platforms, databases, or other enterprise technology systems.
• Demonstrated ability to use data and qualitative insights to identify trends, develop recommendations, and inform strategy and decision-making.
• Experience designing or improving business processes, workflows, and service delivery.
• Strong ability to build relationships and lead work across functional and organizational boundaries.
• Excellent strategic thinking, communication, project management, problem-solving, and organizational skills.

Preferred Qualifications, Knowledge, Skills, and Abilities

• Salesforce experience.
• Experience within a professional association, membership organization, nonprofit, or similarly complex organization.

ADA Specifications

Must be able to perform essential duties satisfactorily with reasonable accommodation.