Director, Member Experience & Lifecycle Marketing

About the role

FoundersCard is hiring a Director, Member Experience & Lifecycle Marketing to own our members' experience from the moment they join through every renewal. This is a hands‑on retention and lifecycle marketing role for someone who is obsessed with member feedback, catches churn risk before it happens, and builds the campaigns and cross‑functional fixes that turn insight into renewals. The position is based in the Spring/Houston office and requires four days a week on‑site.

Responsibilities

• Own the strategy, build, and execution of lifecycle and email marketing programs—including nurture streams, triggered/behavioral campaigns, onboarding sequences, and customer lifecycle communications—aligned to engagement and pipeline goals.
• Build and operate a retention early‑warning system using behavioral signals (login frequency, benefit redemption, support sentiment) to flag at‑risk members before they consider canceling.
• Personalize retention interventions based on past member behavior, location, and other available data rather than one‑size‑fits‑all outreach.
• Own the voice‑of‑member feedback loop (NPS/CSAT and support conversation themes) and act as the internal advocate pushing that feedback into product, benefits, and partnership decisions.
• Partner closely with Member Support to surface risk and friction signals early.
• Track benefit‑level performance and friction, identifying which benefits drive renewal versus generate complaints, and work with Partnerships to fix, improve, or retire underperforming ones.
• Personally build, configure, and analyze lifecycle email marketing workflows—renewal sequences, at‑risk saves, and re‑engagement campaigns—from strategy through execution.
• Leverage AI tools to accelerate analysis, campaign creation, and creative production.

Success Metrics

• Development of a churn‑risk model that flags at‑risk members early enough to act, with a growing save rate on outreach.
• Rising NPS/CSAT scores and a consistent flow of member feedback that is acted upon.
• Clear visibility into which benefits drive renewal versus friction, and a track record of fixing or retiring underperforming benefits.
• Faster time‑to‑first‑value in onboarding, enabling new members to see membership value sooner.
• Strong, trusted partnership with Member Support that catches risk earlier.

Qualifications

• 7+ years in retention, member/customer experience, or lifecycle marketing, ideally at a membership, subscription, or loyalty‑driven business.
• Hands‑on email marketing expertise; proven experience personally building, deploying, and analyzing automated email/lifecycle workflows.
• HubSpot experience is a strong plus.
• Comfort working cross‑functionally with Support, Partnerships, and Product teams.
• Experience building or operating a churn‑risk or member health‑scoring framework.
• Demonstrated success preventing or reducing churn through data‑driven retention processes and personalized interventions.
• Fluency with AI tools to speed up analysis, draft and test campaigns, and generate or refine design/creative assets.
• Genuine obsession with the member’s experience; treats every piece of feedback as actionable data.

Compensation & Benefits

• Base salary: $125,000 – $155,000.
• Annual performance‑based bonus (up to 15%).
• Comprehensive health and wellness benefits.
• Paid time off and additional employee benefits.