[Hiring] Member Experience Manager @Association of Operating Room Nurses Inc

Role Description

Our Member Experience Manager champions a deeply customer-centric approach to the entire member lifecycle, ensuring members receive a cohesive, intuitive, and high-quality experience from joining and onboarding through benefit access, engagement, renewal, and beyond.

• Continually seeks to understand member needs, expectations, behaviors, and friction points and translate those insights into practical improvements.
• Collaborates closely with Marketing to understand the latest market and consumer insights, then works cross-departmentally to turn those insights into action.
• Helps develop compelling and relevant communications and iterations across digital platforms, communications, programs, community opportunities, customer service, and in-person events.
• Ensures that all aspects of the customer experience are easy to access, engaging, responsive, and valuable.

More about what you’ll get to do as our Member Experience Manager:

• Member Experience Strategy and Improvement:
  • Work with marketing team to gather, collect and organize data about association industry, trends for membership and growth strategies for various age groups.
  • Serve as a champion for the member and embed a customer-centric perspective in decisions affecting the member lifecycle.
  • Design, map, and maintain current- and future-state member journeys across priority touchpoints; evaluate them against modern consumer expectations.
  • Gather and synthesize member feedback, behavioral data, service trends, direct listening, usability findings, journey research, and market insights.
  • Collaborate closely with Marketing to understand emerging market and consumer insights and translate those insights into experience requirements.
• Member Onboarding:
  • Own and map the post-join and post-renewal orientation journeys.
  • Define the purpose, sequence, audiences, and touchpoints for each journey.
  • Partner with Marketing on content strategy and email and collateral execution.
  • Monitor engagement and feedback to identify opportunities for improvement.
• Renewal Strategy and Experience:
  • Own and oversee the renewal journey and member experience holistically.
  • Define the journey strategy, audiences, timing, sequence, touchpoints, and experience requirements.
  • Monitor renewal performance, member feedback, and service trends across channels.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
• 6+ years of experience in subscription-based services, membership programs, customer experience, lifecycle management, retention, or a related area.
• Experience coordinating multifaceted programs involving several departments and contributors.
• Experience evaluating and improving customer or member journeys across digital and in-person channels.
• Ability to interpret member, customer, engagement, or retention data and translate findings into practical recommendations.
• Strong project management, organizational, and follow-through skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to translate strategy into clear requirements, coordinate cross-functional execution, and monitor results.

Requirements

• Working knowledge of modern consumer experience practices, including accessibility, personalization, journey mapping, feedback collection, and digital usability.
• Familiarity with CRM, subscription management, membership management, or customer data platforms and audience segmentation.

Benefits

• Health insurance package options that include a HDHP plan and a PPO plan.
• Dental and vision coverage.
• Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options.
• Employer paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.
• Voluntary Life Insurance options including critical illness and accident insurance.
• 401(k) plan with immediate vesting.
• Pet insurance.
• Udemy Learning.
• Paid time off and 10 paid holidays per year.
• Paid sick time.
• Paid parental leave.
• Free subscription to Calm.
• Up to 8 hours of paid volunteer time.
• Employee Assistance Programs.
• Staff Incentive Bonus.