We are seeking seeking a Member Experience Director to lead the optimization of the member experience across all of our touchpoints as well as our website and app for both of our brands in the US and AUS.
The ideal candidate will have experience in either health and wellness and subscription-based businesses and a passion for optimizing all touchpoints to improve member engagement, satisfaction, and retention.
Responsibilities:
- Develop and implement a comprehensive member experience strategy, including the review and optimization of all touchpoints, including onboarding, in-app messaging, customer service, and feedback loops.
- Manage the end-to-end member journey to identify opportunities to engage and delight our members.
- Key focus on member retention metrics, engagement metrics, NPS and growing our overall member LTV.
- Collaborate with internal teams, including product, design, and engineering, to develop and implement member-centric features and functionality that drive engagement, satisfaction, and retention.
- Develop and implement processes and procedures to ensure a seamless and consistent member experience across all channels and touchpoints.
- Define and track KPIs for member experience, including NPS, engagement, satisfaction, retention, and LTV, and use data to drive ongoing improvements and optimizations.
- Collaborate with Member Services to be sure we're implementing solutions for our members and unblocking any challenges our member may experience.
- Stay up-to-date with industry trends, best practices, and emerging technologies, and leverage them to improve the member experience and drive business growth.
Requirements:
10+ years of experience in member experience, CX, customer success, or a related field, preferably in a health and wellness subscription-based business.
Demonstrated success in developing and implementing member-centric strategies that drive engagement, satisfaction, and retention.
Experience conducting user research and using data to drive insights and improvements.
Strong analytical skills and experience with data-driven decision-making and KPI tracking.
Excellent communication and collaboration skills, with the ability to work cross-functionally with internal teams and external partners.
Passion for the health and wellness industry and a commitment to delivering an exceptional member experience.
Position is hybrid/In person 2-3x/week in Brooklyn, NY
Resumes to sharon@