Director of Member Relations

The Director of Member Relations is a key leadership position responsible for creating exceptional member experiences and building a thriving entrepreneurial community at StartingBlock. This role combines operational excellence with strategic community building to ensure member success, retention, and growth. The Director works closely with the CEO and Director of Programs to deliver on StartingBlock's mission of supporting entrepreneurs through both outstanding facility management and deep community engagement.

Key Responsibilities

Member Lifecycle Management

• Develop and implement comprehensive member journey mapping from initial prospect contact through long-term membership retention
• Develop and execute marketing and sales plans for Reserved and Flex memberships
• Create and continuously improve member onboarding sequences and welcome experiences to ensure successful integration into the community
• Design and execute member retention programs, loyalty initiatives, and renewal strategies
• Conduct structured exit interviews and analyze member churn patterns to identify improvement opportunities
• Maintain detailed member records and lifecycle analytics to drive data-informed decisions

Member Experience & Services

• Manage day-to-day member services and oversee all aspects of the member experience within the 42,000 sq ft facility
• Serve as primary point of contact for member inquiries, complaints, and feedback, ensuring timely and effective resolution
• Develop tiered service offerings and membership packages based on diverse member needs and business growth stages
• Create specialized programs and services for different member segments (startups, remote workers, established businesses)
• Coordinate member perks, benefits, and strategic partnerships with external vendors to add value to membership

Community Engagement & Building

• Curate and facilitate regular community-building activities that foster meaningful connections among members
• Develop and manage member advisory groups or committees to gather structured feedback and community input
• Create and implement member recognition programs to celebrate achievements and milestones
• Manage member referral programs and community ambassador initiatives to drive organic growth
• Plan and execute community events, including monthly lunches and networking gatherings
• Facilitate strategic member-to-member connections and business development opportunities

Member Success & Growth

• Conduct regular member check-ins, satisfaction surveys, and success assessments to ensure member needs are met
• Develop comprehensive member success metrics and KPIs that extend beyond basic retention measurements
• Create and implement programs specifically designed to help members achieve their business goals within the StartingBlock ecosystem
• Track member progress, business outcomes, and success stories to demonstrate community value
• Develop compelling member testimonials and case studies for marketing and community building purposes

Communication & Feedback Management

• Oversee member communications including announcements and community updates
• Develop and maintain robust member feedback systems with clear response protocols and follow-up procedures
• Manage member directory, networking tools, and digital platforms that facilitate community connections
• Handle member conflict resolution and enforce community guidelines to maintain a positive, professional environment

Space & Operations Management

• Oversee daily operations of the 42,000 sq ft coworking facility, ensuring optimal functionality and member satisfaction
• Coordinate space utilization planning and optimize facility layout to meet evolving member needs and maximize efficiency
• Manage membership billing processes, payment collection, and financial record keeping related to member accounts
• Ensure facility maintenance standards meet member expectations and safety requirements

Administrative Operations

• Develop and implement member-focused policies, procedures, and operational guidelines
• Coordinate with facility landlord, vendors and service providers to maintain high operational standards
• Maintain compliance with relevant regulations and ensure member data privacy and security

Education & Experience

• Bachelor's degree in Business Administration, Marketing, Communications, or related field
• 5+ years of experience in member services, community management, customer success, or related field
• 3+ years of experience in operations management or facility management
• Previous experience in entrepreneurship ecosystem, coworking, or startup environment preferred

Core Competencies

• Customer/Member Sales: Demonstrated ability to develop and execute sales strategies
• Community Building: Proven track record of building and nurturing professional communities
• Customer/Member Success: Demonstrated ability to drive member satisfaction, retention, and growth
• Operations Management: Experience managing complex facilities and multi-stakeholder operations
• Data Analysis: Proficiency in analytics tools and data-driven decision making
• Communication: Excellent written and verbal communication skills with diverse audiences
• Problem Solving: Strong conflict resolution and creative problem-solving abilities
• Leadership: Experience managing teams and leading cross-functional initiatives

Technical Skills

• Proficiency in CRM systems (HubSpot) and member management platforms
• Experience with event management (Eventbrite) and community engagement tools
• Basic financial management and budgeting capabilities
• Familiarity with coworking space management software preferred
• Social media and digital marketing (Canva, Wix, Instagram, LinkedIn) experience a plus

Success Metrics

• Membership revenue
• New Member growth rates, Member retention rates and lifetime value growth
• Member satisfaction scores (as measured by Net Promoter Score)
• Community engagement participation rates
• Member referral and organic growth rates
• Operational efficiency and cost management
• Event attendance and community program participation
• Member success outcomes and business growth within the community