Director of Customer and Member Services

GENERAL DESCRIPTION OF POSITION

At CGi, we partner with mission-driven associations to deliver exceptional member value and customer experiences. We are innovators, problem-solvers, and collaborators — and we’re looking for a proven leader to take our membership and customer service strategies to the next level, delivering measurable growth, cultivating an engaged community, and setting the industry standard for service excellence in the association industry.

The Director of Customer and Member Services will be the strategic and operational leader driving membership growth, member satisfaction, and exceptional customer service. In this high-impact role, you will blend data-driven strategy with a passion for service, leading teams to deliver measurable results while fostering engagement, loyalty, and revenue growth. This position directly influences member retention rates, revenue growth and client satisfaction.

The Director of Customer and Member Services oversees strategy, operations, and outcomes for membership and customer service across all assigned CGi clients. This includes membership acquisition, retention, engagement programs, customer service excellence, and budget accountability. The Director will proactively identify growth opportunities, ensure a world-class member experience, and lead high-performing teams to meet and exceed KPIs.

• Develop and execute comprehensive membership strategies to achieve growth, retention, and engagement goals.
• Set, monitor, and report on agreed upon membership KPIs including acquisition rates, retention percentages, and engagement.
• Use data analytics, segmentation, and market research to inform decision-making and optimize campaigns related to membership recruitment, retention and engagement.
• Forecast membership revenue, expenses and contribute to annual budget planning.
• Identify emerging industry trends and apply insights to enhance membership strategy and customer service models.
• Establish, monitor, and continuously improve service standards by leveraging Customer Activity Dashboard data to identify trends, risks, and opportunities for enhancing the member and customer experience

• Recruit, mentor, coach, and retain high-performing team members, fostering a culture of accountability and service excellence.
• Conduct regular performance reviews and develop individualized professional growth plans
• Direct workflow priorities, manage department resources, and align staffing to organizational and client goals.

• Oversee daily operations, ensuring all member inquiries, issues, and escalations are resolved promptly and professionally.
• Oversee annual membership renewal processes, including automation, personalized outreach, and retention metric tracking.
• Maintain AMS/CRM database integrity and segmentation to enable targeted outreach and accurate reporting.
• Regularly assess and update member benefits to ensure relevance, value, and alignment with organizational goals.
• Manage all membership collateral updates (flyers, brochures, new/prospective member packets).
• Design and oversee member engagement initiatives that create meaningful connections and measurable increases in participation.
• Develop onboarding experiences for new members to foster early engagement and satisfaction.
• Promote member recognition programs, awards, and spotlights to build loyalty and community.
• Design member journey maps from onboarding through renewal.
• Develop partnerships with chapters, committees, and external organizations to strengthen recruitment, retention and engagement.
• Leverage lifecycle marketing and behavioral data to deliver targeted retention campaigns.

• Oversee daily operations, ensuring all customer inquiries, issues, and escalations are resolved promptly and professionally.
• Refine and manage the organization’s Customer Service Model by aggregating customer feedback from all sources, identifying needs, and implementing action plans to ensure consistent, high-quality service.
• Lead initiatives to map and improve the customer journey across all service…