Director Of Member Experience

Member Experience Director for a wellness platform

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 or subscription-based businesses and a passion for optimizing all touchpoints to improve member engagement, satisfaction, and retention.

Responsibilities:

• - Develop and implement processes and procedures to ensure a seamless and consistent member experience across all channels and touchpoints.
• - Stay up-to-date with industry trends, best practices, and emerging technologies, and leverage them to improve the member experience and drive business growth.
• - Key focus on member retention metrics, engagement metrics, NPS and growing our overall member LTV.
• - Define and track KPIs for member experience, including NPS, engagement, satisfaction, retention, and LTV, and use data to drive ongoing improvements and optimizations.
• - Manage the end-to-end member journey to identify opportunities to engage and delight our members.
• - Collaborate with Member Services to be sure we’re implementing solutions for our members and unblocking any challenges our member may experience.
• - 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.
• - Collaborate with internal teams, including product, design, and engineering, to develop and implement member-centric features and functionality that drive engagement, satisfaction, and retention.

Requirements:

• Exceptional member experience.
• 10+ years of experience in member experience, CX, customer success, or a related
• Improvements.
• Experience conducting user research and using data to drive insights and
• Demonstrated success in developing and implementing member-centric strategies that
• Functionally with internal teams and external partners.
• Excellent communication and collaboration skills, with the ability to work cross-
• Drive engagement, satisfaction, and retention.
• Field, preferably in a health and wellness subscription-based business.
• Strong analytical skills and experience with data-driven decision-making and KPI
• Passion for the health and wellness industry and a commitment to delivering an
• Tracking.