Director of Membership Services

Legends of Basketball is a nonprofit association of former professional basketball players, united by a shared journey and shared belief that legacy does not end when the ball stops bouncing. Founded in 1922 with the support of the NBA and the NBPA, Legends of Basketball brings together former players from the NBA, ABA, WNBA, and Harlem Globetrotters. As a registered 501(c)(3), Legends of Basketball is committed to supporting its members beyond the game through 5 pillars:
Camaraderie, Community, Family, Financial Stability, and Health. The Legends of Basketball fosters a strong and growing membership community that includes some of the most iconic players in basketball history.

The Director of Membership Services is responsible for shaping and leading the overall membership strategy, ensuring a high-quality, consistent, and engaging experience for all members. This role oversees the full membership lifecycle, including recruitment, onboarding, engagement, and retention. Additionally, this role drives key initiatives that strengthen the organization’s value proposition and deepens member engagement.

Member Services is a key function that sits at the intersection of member experience, revenue (dues), retention, and growth. It is both operational (high level customer service), and strategic (engagement, lifecycle management, recruitment).

The primary objectives include:

• Maximize member satisfaction and retention
• Ensure accurate and timely dues collection
• Drive new member acquisition
• Deliver consistent, high-quality customer service
• Act as the “front door” of the organization

• Serve as the primary contact for member inquiries (phone, email, CRM, events)
• Resolve issues related to membership eligibility, benefits access, events and programming, and account management
• Provide concierge-level service for members
• Track and categorize inquiries to identify systemic issues

• Oversee full membership lifecycle (prospect – applicant – active member – lapsed – re-engaged)
• Manage onboarding experience by creating and executing on welcome kits, orientation calls, and digital onboarding
• Develop retention touchpoints like anniversary recognition and milestone engagement like career transitions and birthdays
• Execute renewal campaigns, using automated and personalized outreach

• Manage billing cycles and dues collection
• Process payments and troubleshoot payment issues
• Coordinate with finance on reconciliation, reporting, and delinquencies
• Design and implement flexible payment options

• Identify and target eligible non-members
• Build referral pipelines through current members, partners, and agents
• Support outreach campaigns through email, events, and direct outreach
• Partner with marketing on acquisition funnels
• Track conversation metrics and optimize approach

Work in collaboration with Mar Coms to:

• Serve as distribution hub for member communications through newsletters, program updates, and benefits announcements
• Ensure segmentation
• Gather feedback via surveys, calls, and informal channels
• Maintain consistent brand voice in member interactions

• Maintain accurate member database (CRM)
• Track key metrics like retention, renewal, acquisition, and member satisfaction rates
• Generate reports for leadership
• Use data to inform strategy and improve member experience and retention

• Act as liaison between members and internal team
• Ensure members are aware of and accessing available resources, programs, and support
• Track utilization of benefits and identify gaps

• Support member-facing events (both virtual and in-person)
• Manage registration and attendance tracking
• Provide on-site member services presence
• Use events as recruitment and retention tools

• Coordinate with NBA alumni networks, agents, player reps, and sponsors providing member benefits
• Ensure partners understand membership value and proposition

• 8-12+ years of relevant experience in membership, customer experience, or client services, including at least 3-5 years in a…