Chief Membership Experience Officer (CMXO) (Town of Pound Ridge)

Job Title

Chief Membership Experience Officer (CMXO)

Reports To

Executive Director

2x times a week in-office in Westchester County

Must have non-profit experience to be considered for this role

Job Summary:

The Chief Membership Experience Officer is a strategic and hands-on leader responsible for advancing member experience by integrating membership, community, services, and user-centered design across all touchpoints of the global member journey. The Chief Membership Experience Officer (CMXO) leads strategy and execution to build a global membership platform that fosters and facilitates connections, enhances the user experience, and drives membership growth in alignment with the mission, vision, and long-term strategy. The CMXO brings a data driven and collaborative approach to leading cross-functional teams across membership, programs and services, marketing, web and communication channels.

Some Essential Functions:

Membership Experience Strategy and Design

• Develop and implement a comprehensive member experience strategy.
• Lead integrated membership and marketing strategies that expand member engagement, grow community, and enhance user experience across all platforms.
• Champion an organization-wide member-centric approach by aligning platforms, programs, communications, and operations into a cohesive, high-impact experience.
• Report and advise Executive leadership and the Board of Governors on membership and engagement trends, offering data-driven and innovative solutions to grow and engage global membership.
• Guide institutional and individual engagement strategies focused on retention, acquisition, relevance, and long-term member satisfaction.

Member Growth and Engagement

• Drive retention and member value perception through multi-channel campaigns targeted a diverse and global member base. Design and execute campaigns and use analytics to identify key drivers of acquisition, conversion and retention.
• Identify and pursue growth opportunities to build community in underserved and emerging regions.
• Design member lifecycle engagement strategies with personalized journals and onboarding. Implement segmented communications and implement business plans and optimize associated business processes.
• Identify and negotiate strategic partnerships that benefit with complementary organizations.

Community Building and Program and Service Integration

• Oversee revenue operations for programs and services; monetize benefits and strengthen exclusive member experiences.
• Develop and implement Division and Interest Group Service Models and Community Models to engage members, enhance member value, inclusion, and volunteerism.
• Integrate the user experience across products, content and platforms to enable access of exclusive member benefits.
• Serve as senior liaison to Divisions and Interest Groups and Institutional Relationships to align engagement programs and promote collaborative opportunities.

Membership and Marketing Operations

• Lead operational strategy for member data, CRM (Fonteva/Salesforce), and marketing platforms.
• Oversee membership and marketing operations.
• Manage budgets, business processes, planning, and improvement initiatives.
• Ensure accurate and effective data management to support the member journey.
• Oversee dues operations including billing and collections processes; evaluate competitiveness and revenue flow and identify opportunities.

Reporting and Financial Accountability

• Drive membership and service revenue through strategic growth, operational efficiency, and revenue diversification.
• Lead budgeting, forecasting, and performance tracking.
• Analyze ROI of programs and services and identify opportunities for maximizing revenue and sales.
• Provide transparent, actionable results; monitor revenue (a lead metric) as well as LTV (a lag metric) to build a long-term strategy for member growth.
• Develop strategic budgets that support organizational goals and ensure financial sustainability.

Team Leadership and Collaboration

• Lead and inspire the Membership and Marketing Team with a culture of growth, engagement, and service excellence.
• Collaborate with Operations and other departments.
• Partner with senior leadership to integrate member experience into organizational strategy and planning.
• Build staff capabilities in member engagement, UX, and journey design.
• Implement performance management program, including coaching, mentoring, and performance issues.

Education and Experience:

• Bachelors degree required; Advanced degree (MBA or equivalent) highly preferred.
• Minimum seven (7) years of Senior management roles with a focus on membership, marketing, and user experience required; Association experience and/or Certified Association Executive (CAE) designation highly preferred.
• Experience leading member/community growth in mission-driven or academic organizations.
• Proficient in CRM systems, analytics, marketing automation, and digital community platforms.
• Proven track record in inclusive member engagement strategies and delivering personalized experiences.

Skills and Abilities:

• Leadership and Strategy: Proven ability to inspire teams, lead organizational change, and translate strategy into impactful action across diverse functions.
• Vision and Execution: Adept at aligning departmental objectives with organizational goals.
• Member Engagement: Deep expertise in designing inclusive, user-centered experiences.
• Financial Acumen: Strong command of financial strategy, revenue generation, and cost control.
• Team and Project Leadership: Experienced in managing high-performing teams and complex, cross-functional projects.
• Technology Fluency: Proficient in leveraging digital platforms, CRM systems, and marketing automation tools.

Hybrid Work Environment and Travel Requirements:

This position is hybrid and currently requires two workdays per week (Wednesday/Thursday) in the office. Periodic domestic and/or international travel may be required, approximately 25% annually.