Membership & Customer Retention Manager

Drive Customer Loyalty. Grow Recurring Revenue. Make an Impact.

Peaden is seeking a highly motivated Membership & Customer Retention Manager to lead the growth, retention, and overall success of our membership program across multiple locations. This role will be based in Panama City, Florida and serves as the central owner of the entire membership lifecycle-from enrollment and engagement to renewals and retention.

If you're passionate about customer experience, data-driven decision making, process improvement, and building programs that drive long-term customer loyalty, we'd love to hear from you.

The Membership & Customer Retention Manager is responsible for developing and executing strategies that increase membership growth, improve customer retention, maximize member engagement, and strengthen recurring revenue performance.

This role partners closely with Branch Leadership, Service Managers, Technicians, Dispatch, Call Center teams, Marketing, Accounting, and Executive Leadership to improve membership performance through accountability, reporting, customer communication, and operational excellence.

• Develop and execute strategies to achieve annual membership growth goals.
• Identify growth opportunities by branch, department, technician, and customer segment.
• Partner with Operations, Marketing, Call Center, and Branch Leadership to improve membership conversion rates.
• Create branch-specific initiatives that drive membership sales and engagement.
• Monitor membership performance and recommend corrective actions when needed.
• Support technician and CSR membership sales efforts through reporting, coaching insights, and process improvements.

• Lead company-wide membership retention initiatives.
• Analyze cancellations and identify root causes.
• Develop customer retention campaigns and win-back strategies.
• Create and maintain cancellation-save procedures and customer communication scripts.
• Identify at-risk members and proactively improve engagement.
• Ensure members receive maximum value from their membership benefits.

Oversee the complete membership journey, including:

• Enrollment and onboarding
• Welcome communications
• Benefit scheduling
• Renewal management
• Missed payment recovery
• Retention outreach
• Reinstatement opportunities

• Establish and support branch-level membership coordinators and key stakeholders.
• Develop consistent processes and accountability standards.
• Conduct branch performance reviews and identify improvement opportunities.
• Share best practices across locations.
• Drive consistency in membership execution company-wide.

Develop and maintain dashboards that track:

• Active memberships

• Membership growth

• Membership revenue

• Renewal rates

• Cancellation rates

• Save rates

• Benefit completion rates

• Membership utilization

• Branch performance

• Customer retention trends

• Present monthly and quarterly performance reports to executive leadership.

• Provide actionable recommendations based on data and trends.

• Evaluate current workflows and identify opportunities for efficiency.
• Standardize membership processes across all locations.
• Improve automation related to:
  • Renewals
  • Missed payment recovery
  • Customer communications
  • Benefit scheduling
  • Retention outreach
• Partner with IT, Marketing, Operations, and Service Titan administrators to improve systems and reporting.

• Develop customer communication strategies that increase engagement and loyalty.
• Create email, text, and outbound call campaigns focused on:
  • Renewals
  • Benefit reminders
  • Re-engagement
  • Win-back opportunities
• Monitor campaign effectiveness and continuously optimize results.
• Serve as the voice of the customer regarding membership satisfaction and experience.

Key performance indicators include:

• 15%+ annual membership growth
• Increased membership revenue
• Increased membership penetration across service lines

• Improved renewal rates
• Reduced cancellation rates
• Increased customer retention
• Reduced membership churn

• Increased benefit utilization
• Improved benefit completion…