Job Description:
The Manager, Member Experience is responsible for the strategy, execution, and continuous improvement of the NSTXL membership experience. This role oversees the full member lifecycle, including new member outreach, onboarding, engagement, events, and retention.
This individual ensures the membership experience is structured, consistent, and aligned with NSTXL’s mission, while identifying opportunities to strengthen engagement, expand the membership network, and increase overall member value. The role serves as a key representative of NSTXL across member and industry interactions and is responsible for managing the Membership Coordinator and maintaining the systems, processes, and data required to deliver a high-quality experience.
What You'll Do:
Membership Experience
- Build and maintain an engaging, thoughtful membership experience from application to renewal that supports a mission-ready membership base.
- Establish a structured, repeatable member journey with defined touchpoints and expectations
- Identify and address gaps in the member experience to improve engagement and retention.
Events & Representation
- Act as a front-facing NSTXL representative at tradeshows, member meetings, and industry events.
- Collaborate with events team to host quarterly in-person member engagement and networking events.
- Ensure events align with overall membership strategy and deliver measurable value to members.
Membership Growth & Campaigns
- Develop and implement membership growth campaigns.
- Strategically expand the membership network, analyzing market trends and competition to identify targets and opportunities.
- Work with the Creative team to develop engaging content and nurture campaigns to encourage new member registration.
- Define target segments and outreach strategies to drive intentional membership growth.
Member Data, Systems & Platforms
- Manage and optimize the membership portal and networking platforms to increase engagement and improve the user experience.
- Work with the website development team to improve the membership experience.
- Collaborate with the Membership Coordinator to map, clean up, and manage workflows and data integrations across the portal and CRM systems.
- Ensure data accuracy and integrity to support reporting, communication, and decision-making.
- Drive process improvements across systems and workflows to improve efficiency and usability.
Performance Analysis & Feedback
- Report on member success initiatives and improvement plans/roadmaps.
- Continuously collect member feedback via surveys and other interactions.
- Disseminate feedback across the organization and create plans to address recommendations and improve member experience and education.
- Translate data and feedback into actionable insights and measurable improvements.
- Establish consistent reporting to track engagement, retention, and growth trends.
Team Leadership & Collaboration
- Manage and mentor the Membership Coordinator.
- Work closely with cross-functional teams, including program marketing, growth, events, and creative, to ensure all membership requirements are met.
- Drive accountability and alignment across teams supporting the membership experience.
Membership Value & Program Development
- Collaborate with leadership and various teams to increase the value of membership and develop new member benefits and services.
- Manage membership projects and deadlines using tools such as content calendars and project management software.
- Identify and implement new programs, benefits, or engagement channels to strengthen member participation.
Required Experience/Expertise:
- Bachelor’s degree in Marketing, Business, or a related field.
- Minimum five (5) years of marketing or related experience.
- Minimum two (2) years managing a membership community.
- Minimum two (2) years of experience managing a team.
- Minimum two (2) years experience owning or supporting a full customer or membership lifecycle.
- Demonstrated experience working with marketing automation, CRM, and CMS platforms such as HubSpot or WordPress.
Nice to Have:
- Experience with Canva or similar design tools; Adobe.
- Creativity and a passion to grow and nurture a membership community.
- Ability to build and implement a comprehensive membership strategy and member success roadmap.
- Comfortable speaking publicly, traveling, and attending events, and networking with industry and government representatives.
- Deep understanding of customer journeys and lifecycles with experience creating acquisition, retention, and engagement strategies.
- Advanced reporting skills with the ability to collect data and translate it into meaningful insights.
- Strong planning, organizational, and problem-solving skills.
- Team-oriented with a focus on creating exceptional experiences.
- Strong ability to connect data, strategy, and execution to drive measurable outcomes.
Location:
Travel:
- Travel for this position is estimated up to 30%
Equal Opportunity Employer:
NSTXL is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information.
What We Offer:
We strive to be one of the best places to work in America. We offer competitive salaries and benefits that include:
- Health Insurance: Medical and dental – company pays 90% of premiums for individual coverage and for family coverage
- Vision Insurance: Fully covered
- Retirement Plans: 401(k) with employer match up to 4%
- Paid Time Off: Paid sick and safe leave, federal holidays, floating holiday + your birthday, and generous vacation
- Other:
- Basic Life & AD&D policy company paid
- Voluntary Life
- Flexible & remote work structure
- Wellness reimbursement plan & mental health support
- Community sponsorships
- Donation matching
- Professional development allowance
If you need any accommodation for the interview process, please let us know when we contact you.
We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We are currently only open to remote employees residing in the following states: AL, CA, CO, DC, FL, IN, MO, NC, NJ, NM, NY, OH, OR, PA, SC, TN, TX, VA, WA, WY