Director of Membership

Are you passionate about listening to members, making sense of data, and using insights to improve how an organization serves its community? PAEA (PA Education Association) is seeking a strategic and service-minded Director of Membership to help us better understand our members and create experiences that are responsive, valuable, and easy to navigate.

The Director of Membership will strengthen how PAEA serves, supports, and learns from its members by shaping a seamless, data-informed membership experience that drives engagement, retention, and long-term member value. Reporting to the Chief Talent and Experience Officer, this role leads membership operations, renewals, retention, member service, and membership intelligence, using membership data, participation patterns, service interactions, surveys, communities, and other listening channels to better understand member needs and emerging trends.

This is an opportunity for an association, membership, or customer experience leader who brings operational discipline, a collaborative mindset, and a talent for translating member insights into meaningful organizational improvements. Through dashboards, reporting, segmentation, and cross-functional partnership, the Director of Membership will help PAEA reduce friction, strengthen service delivery, and ensure the products, programs, resources, and experiences offered to members are responsive, accessible, and valuable.

This position may be exposed to sensitive and confidential information daily; this individual is responsible for maintaining the confidentiality that knowledge of such warrants. In this position, employees must respect and protect the privacy, confidentiality, and security of all personal information to which they have access in the performance of their duties for PAEA, in accordance with PAEA’s Privacy Policy and the PAEA Employee Handbook that all employees must sign .

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Partner with the Chief Talent and Experience Officer to develop and execute membership strategies that strengthen member value proposition, retention, growth targets, and long-term sustainability.
• Provide leadership and oversight for the membership lifecycle, including membership administration, onboarding, dues renewal, membership status, and related processes to ensure they execute strategy effectively.
• Collaborate with Digital Operations and other internal teams to ensure PAEA’s membership systems, including Salesforce CRM, technology, data, and workflows effectively support business and member needs.
• Use membership trends, participation patterns, and member feedback to evaluate and continuously improve membership policies, processes, benefits, and the overall membership experience.
• Establish relevant and measurable performance measures for retention, growth, and sustainability; reporting on progress, trends, risks, and opportunities.
• Stay informed about evolving practices and trends in association membership to anticipate shifts and identify opportunities for PAEA.

• Lead PAEA’s centralized member service function, ensuring members receive timely, accurate, consistent, and member-centered support.
• Lead, coach, and develop staff responsible for membership administration, member inquiries, service queues, and other front-line member support.
• Establish service standards, workflows, escalation practices, and resources that enable staff to effectively serve as a front door to PAEA.
• Monitor member inquiries and service interactions to identify recurring questions, friction points, and opportunities to improve…