The Harvard Cooperative Society (The Coop) is seeking a strategic and experienced Vice President, Community & Membership to lead the design and administration of the Coop's membership program. This executive role will focus on building a comprehensive community program aimed at increasing member engagement and enhancing the value provided to Coop members. The ideal candidate will have a proven track record in creating and managing successful membership communities and a passion for fostering community and member satisfaction.
Key Responsibilities
1. Strategic Leadership
Develop and implement a strategic vision for the Coop's membership program and community engagement.
Lead the design of a comprehensive membership program that aligns with the Coop's mission and long-term goals.
Collaborate with senior leadership to integrate the program into the overall strategic plan for The Coop.
2. Program Design and Development
Oversee the creation of program features, benefits, and rewards that drive member engagement and loyalty.
Create an foster an exciting membership experience both physically and digitally. Ensure seamless program implementation and integration across all platforms.
Innovate and enhance the membership program to meet the evolving needs and preferences of the Coop community.
3. Membership Engagement and Value
Develop and execute strategies to increase member participation and engagement with the program.
Foster a culture of continuous improvement, regularly assessing and enhancing the program.
Work with the CMO to create targeted marketing campaigns and communications to promote the membership program and its benefits.
4. Data Analysis and Reporting
Monitor and analyze program performance metrics, including member enrollment, participation rates, and redemption activity.
Utilize data insights to identify trends, opportunities, and areas for improvement.
Prepare and present regular reports and presentations for the executive team and board of directors on program performance and impact.
5. Partnership Management
Identify and establish strategic partnerships with vendors, businesses, and service providers to offer valuable rewards and benefits to members.
Negotiate and manage high-level contracts with partners to ensure mutually beneficial relationships.
Ensure high-quality and consistent member experiences with all program partners.
6. Member Communication and Support
Serve as the executive point of contact for member inquiries and issues related to the membership program.
Develop and maintain effective communication channels to keep members informed about program updates, benefits, and special offers.
Address member feedback and concerns promptly and effectively to ensure a positive member experience.
7. Innovation and Improvement
Stay informed about industry trends, best practices, and emerging technologies in membership and loyalty/rewards programs.
Implement innovative features and enhancements to keep the Coop's program competitive and attractive.
Solicit feedback from members and stakeholders to continuously improve the program.
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Qualifications:
Bachelor's degree in Marketing, Business Administration, or a related field; MBA or equivalent advanced degree preferred.
10+ years of experience in designing and managing membership programs, with at least 5 years in a senior leadership role.
Proven track record of increasing member engagement and satisfaction through effective membership program management and relationship building.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent strategic planning, project management, and organizational skills.
Exceptional communication and interpersonal skills.
Ability to work collaboratively in a dynamic, nimble, and entrepreneurial organization. A willingness and ability to test and learn and adjust strategies and tactics as needed.
Proficiency in using CRM systems, marketing automation tools, and data analytics software.
Creative thinking and problem-solving abilities.
Passion for community building and member engagement.
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Benefits:
Competitive salary and benefits package.
Opportunities for professional development and growth.
A collaborative and supportive work environment.
The chance to make a meaningful impact within the Harvard and MIT communities.