Director of Membership Services

Director of Membership Services at Legends of Basketball Director of Membership Services at Legends of Basketball in Chicago, Illinois Posted in 9 days ago.

Type:

full-time

Job Description:

Legends of Basketball is a nonprofit association of former professional basketball players, united by a shared journey and shared belief that legacy does not end when the ball stops bouncing. Founded in 1922 with the support of the NBA and the NBPA, Legends of Basketball brings together former players from the NBA, ABA, WNBA, and Harlem Globetrotters. As a registered 501(c)(3), Legends of Basketball is committed to supporting its members beyond the game through 5 pillars: Camaraderie, Community, Family, Financial Stability, and Health. The Legends of Basketball fosters a strong and growing membership community that includes some of the most iconic players in basketball history. Director of Membership ServicesThe Director of Membership Services is responsible for shaping and leading the overall membership strategy, ensuring a high-quality, consistent, and engaging experience for all members. This role oversees the full membership lifecycle, including recruitment, onboarding, engagement, and retention. Additionally, this role drives key initiatives that strengthen the organizations value proposition and deepens member engagement. Member Services is a key function that sits at the intersection of member experience, revenue (dues), retention, and growth. It is both operational (high level customer service), and strategic (engagement, lifecycle management, recruitment).

The primary objectives include:

Maximize member satisfaction and retentionEnsure accurate and timely dues collection Drive new member acquisitionDeliver consistent, high-quality customer serviceAct as the front door of the organizationScope of ResponsibilitiesMember Experience and SupportServe as the primary contact for member inquiries (phone, email, CRM, events)Resolve issues related to membership eligibility, benefits access, events and programming, and account managementProvide concierge-level service for membersTrack and categorize inquiries to identify systemic issuesMembership Lifecycle ManagementOversee full membership lifecycle (prospect

• applicant
• active member
• lapsed
• re-engaged)Manage onboarding experience by creating and executing on welcome kits, orientation calls, and digital onboardingDevelop retention touchpoints like anniversary recognition and milestone engagement like career transitions and birthdaysExecute renewal campaigns, using automated and personalized outreachDues ManagementManage billing cycles and dues collectionProcess payments and troubleshoot payment issuesCoordinate with finance on reconciliation, reporting, and delinquenciesDesign and implement flexible payment optionsRecruitmentIdentify and target eligible non-membersBuild referral pipelines through current members, partners, and agentsSupport outreach campaigns through email, events, and direct outreachPartner with marketing on acquisition funnelsTrack conversation metrics and optimize approach Communications and EngagementWork in collaboration with MarComs to:

Serve as distribution hub for member communications through newsletters, program updates, and benefits announcementsEnsure segmentationGather feedback via surveys, calls, and informal channelsMaintain consistent brand voice in member interactions Data, CRM, and ReportingMaintain accurate member database (CRM)Track key metrics like retention, renewal, acquisition, and member satisfaction ratesGenerate reports for leadershipUse data to inform strategy and improve member experience and retentionBenefit CoordinationAct as liaison between members and internal teamEnsure members are aware of and accessing available resources, programs, and supportTrack utilization of benefits and identify gapsEventsSupport member-facing events (both virtual and in-person)Manage registration and attendance trackingProvide on-site member services presenceUse events as recruitment and retention toolsExternal RelationsCoordinate with NBA alumni networks, agents, player reps, and sponsors providing member benefitsEnsure partners understand membership value and propositionRequirements8-12+ years of relevant experience in membership, customer experience, or client services, including at least 3-5 years in a leadership roleProven track record of driving member or customer retention, engagement, and satisfactionExperience managing or supporting recurring revenue models, including renewals and acquisition effortsStrong proficiency with CRM systems and data-driven decision-makingDemonstrated ability to lead teams, build processes, and improve service operationsExperience collaborating cross-functionally with marketing, finance, and program teamsDifferentiatorsExperience defining membership value proposition, tiering or segmentation strategies, and engagement models across different member cohortsExperience serving VIP clients, alumni networks, and donor or member communities with high expectationsExperience with automated and personalized member communications, renewal campaigns, and re-engagement of lapsed membersOversight of events as part of the membership strategy across conferences, community gatherings, and networking experiencesExperience building or transforming a membership function by implementing new systems and modernizing processesAbility to serve a unique population of professional athletes, entertainers, or high profile individuals Skills Strong written, verbal communication, and problem solving skillsExperience facilitating with groups and individuals Strong knowledge of the Microsoft PlatformLearns new skills quickly and develops abilities as necessary to contribute to a small but mighty teamCompetenciesGrowth Mindset with an ability to receive feedback and use it to improve and enhance oneself and ones work productStrong decision-making and leadership capabilitiesAdaptabilityStrong sense of internal responsibility and self-directionIntegrity Highest code of ethics Chicago-based, in-personHear and speak in order to use the phone, Zoom, or other modes to communicate with people both in and out of the office environmentVisual ability to review information on the computer as well as in hard copy formSit and/or stand at desk for extended periods and perform long hours of work at a computerApply manual dexterity for computer keyboarding and office equipment usePhysical ability to lift at least 20 lbs and move around office area repeatedly throughout the dayFlexible work hours requiring work in excess of 40 hours/week when necessary.

Must have reliable transportation to visit off-site client locationsAble to perform overnight travel as deemed necessary by the CEOCompensationLegends of Basketball provides competitive pay commensurate with experience.

Other benefits include:

10 accrued PTO days annually in addition to paid holidays. Legends also provides employees with paid medical, dental and vision for employee only, FSA and 401k match.

Equal Opportunity EmployerWe're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. recblid jxlcvupe3ld5fbgijv3r4ivlse60wg