Director of Membership and Business

Job Summary

The Director, Member & Business Experience (MBX) is a core operational and people‑management leader within the MBX team, responsible for translating strategy into high‑quality execution while supporting strong, trusted relationships across the organization. This role supports day‑to‑day account management practices within their area of responsibility and helps ensure members experience Center State CEO as coordinated, responsive, and relationship driven.

Reporting to the SVP of Membership & Business Experience, the Director manages Member Experience Account Managers while carrying responsibility for member growth and renewal through an assigned set of accounts, from onboarding new members to stewarding ongoing relationships.

This position plays a central role in MBX operations, balancing people leadership, internal coordination, and hands‑on relationship management to support growth, renewals, and a trusted, responsive member experience.

All resumes should be submitted by Wednesday March 4th, 2026

Salary: $80,000 - $90,000/annually

• Serve as the direct manager for Member Experience Account Managers
• Provide coaching, performance management, goal‑setting, and professional development support
• Establish and reinforce clear service standards, workflows, and expectations across the team
• Act as an escalation point for complex, sensitive, or high‑priority member matters
• Support internal talent development and readiness for increased responsibility or advancement

• Execute the Member & Business Experience strategy as defined by Center State CEO and MBX leadership
• Translate strategic priorities into actionable plans, processes, and measurable outcomes
• Support implementation of evolving membership models, engagement approaches, and internal initiatives
• Ensure consistent, high‑quality execution across onboarding, engagement, renewal, and escalation workflows

• Manage a defined portfolio of member accounts, including onboarding and ongoing engagement
• Lead onboarding for members requiring higher‑touch or cross‑functional coordination
• Identify opportunities to deepen member engagement through programs, partnerships, leadership involvement, and organizational initiatives
• Support new member acquisition efforts, including relationship handoff and early‑stage engagement
• Attend evening or weekend events as needed to su

• Serve as an MBX liaison to Economic Development, Government Relations, Inclusive Growth, Marketing & Communications, and Finance, as needed
• Ensure member engagement efforts are aligned with organizational priorities, regional initiatives, and internal teams
• Support internal coordination to deliver seamless member experience across departments

• Ensure strong CRM discipline, data integrity, and consistent engagement tracking across the MBX team
• Monitor engagement trends, retention indicators, and service consistency to inform decision‑making
• Partner with leadership to identify process gaps and lead continuous improvement initiatives
• Support reporting and insights that inform leadership, planning, and performance measurement

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

This position will supervise CEO Membership Managers.

This is a full‑time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 5 p.m. but can be flexible as agreed to by portfolio leads. This role requires flexibility to support member events, networking opportunities, and organizational activities outside of regular hours.

Limited travel is expected for this position.