Director, Councils Membership & Engagement

Responsibilities

• Membership Promotion, Retention & Growth
• Develop and implement annual membership and engagement strategies across all councils to recruit, retain, renew, and engage members in support of each council's paid membership targets.
• Design and continuously improve the new member onboarding experience, including member welcome strategies, engagement touchpoints, member journey, and pathways to long-term participation.
• Oversee the renewal process, working cross-functionally to ensure member touchpoints are coordinated and renewal activity is tracked against targets.
• Develop and implement member engagement strategies designed to increase participation, strengthen member connections to councils, and enhance the overall council member experience.
• Identify non-council members and at-risk members and develop targeted strategies to increase acquisition, re-engagement, retention, and renewal.
• Monitor the external landscape, including associations, leagues, and industry organizations, to identify emerging risks and opportunities.
• Identify opportunities to expand councils' visibility, relevance, and influence within the credit union industry through industry engagement and external relationship development.
• Partner with Councils staff and volunteer leaders to identify opportunities to strengthen member involvement, committee participation, and leadership development pipelines across councils.
• Track and analyze member attrition, engagement trends, and participation patterns to identify opportunities for improvement.
• Gather and evaluate member feedback, participation data, survey results, and conference insights to identify emerging needs and opportunities to enhance engagement; provide recommendations to the Councils VP and Councils team to inform future initiatives and strategy.
• Report regularly to the Councils VP on membership performance, engagement trends, pipeline activity, and progress against annual membership goals.
• Strategic Growth Initiatives
• Lead strategic initiatives that support membership growth, awareness, retention, and engagement across all councils.
• Collaborate with internal stakeholders to identify annual membership growth priorities and strategic initiatives.
• Define goals, target audiences, and desired outcomes for membership acquisition, retention, renewal, and engagement initiatives.
• Partner with Marketing and internal stakeholders to support the planning and execution of integrated membership initiatives and promotional efforts across appropriate channels and touchpoints.
• Evaluate initiative effectiveness and member response, identifying opportunities for optimization and continuous improvement.
• Develop membership-focused materials and messaging frameworks that support awareness, recruitment, onboarding, engagement, and retention efforts.
• Engage volunteer leaders as membership ambassadors by identifying opportunities to support membership awareness and outreach efforts throughout the year.
• Insights, Planning & Performance
• Utilize membership, engagement, survey, and participation data to evaluate performance, identify trends, and inform strategic decision-making across Councils.
• Collaborate with the VP of Councils to establish annual membership, retention, renewal, and engagement goals and associated performance measures.
• Partner with Market Intelligence and other internal stakeholders to identify reporting needs, monitor key performance indicators, and support the development of meaningful membership and engagement reporting.
• Analyze membership, renewal, onboarding, engagement, and participation trends to identify opportunities, risks, and areas for improvement.
• Deliver membership and engagement insights to Councils staff, volunteer leaders, and organizational leadership to support informed decision-making.
• Translate data and member feedback into strategic recommendations that strengthen membership growth, retention, engagement, and the overall member experience.
• Member and Industry Engagement
• Maintain an active and visible presence within the Councils community and broader credit union industry to strengthen member relationships, gather insights, increase awareness, and support membership growth objectives.
• Attend council conferences, forums, and other strategic member engagement opportunities as determined by business needs and organizational priorities.
• Build and maintain relationships with members, volunteer leaders, prospective members, and industry stakeholders.
• Gather member feedback and insights through direct interactions and engagement opportunities to identify emerging needs and opportunities.
• Partner with Councils staff and volunteer leaders to identify opportunities to increase member participation, engagement, and leadership involvement across councils.
• Utilize conferences, events, and industry interactions to strengthen membership awareness, support membership growth objectives, and reinforce the value of council participation.
• Lead the interpretation and application of findings from member surveys, Net Promoter Score (NPS) results, conference feedback, and other member listening channels.
• Leadership & Development
• Provide direct supervision, coaching, and development for direct report while fostering a high-performing, member-focused team culture.
• Establish clear performance expectations, goals, and accountability measures.
• Provide ongoing coaching, feedback, mentorship, and professional development support.
• Delegate membership operations and administrative functions appropriately while ensuring accuracy, consistency, and service excellence.
• Develop efficient processes and workflows that improve operational effectiveness and support membership growth and engagement objectives.
• Foster a collaborative, accountable, and member-centric culture aligned with the broader Councils team and organizational values.

Requirements

• Bachelor’s degree or equivalent work experience.
• 7+ years of experience with association, membership-based, non-profit/volunteer, or executive education-focused organization.
• 3+ years of experience and demonstrated success in managing people.
• Able to create and execute strong business plans.
• Experience facilitating member resource programs such as webinars and roundtables, preferred.
• Experience managing budgets.
• Ability to travel 30-45 days per year.