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Project Management Institute · 1 day ago

Membership Lifecycle & Loyalty Manager

United States

Full-time

Remote

Senior Level

$119K/yr - $142K/yr

5+ years exp

Project Management Institute is seeking a Membership Lifecycle & Loyalty Manager who will focus on growing, activating, and retaining the member base through data-driven marketing strategies. The role involves designing and managing programs across the member journey, aiming to improve benefit utilization and reduce churn while collaborating with various teams to implement effective lifecycle tactics.

EducationNon ProfitProject ManagementTraining

Responsibilities

Membership positioning and program design: Act as an organizational SPOC to lead cross-functional design and evolution of the membership and loyalty programs, including defining member value propositions, tiers, and benefits architecture; ensure alignment with critical enterprise projects e.g. the new membership model

Lifecycle strategy: Design end-to-end member journeys from first touch through renewal and reactivation, with clear hypotheses, cohorts, and KPIs

Churn prevention: Build predictive, rule-based, and behavioral models to identify at-risk members and intervene with multi-channel lifecycle tactics—including benefit education, habit-forming nudges, loyalty incentives, and targeted offers

Utilization growth: Increase adoption and depth of our benefits portfolio through A/B testing, loyalty mechanics (e.g., recognition, rewards, and engagement tiers), personalized/segment relevant education, and contextual in-product prompts

Renewal optimization: Own renewal and pre-renewal communications, pricing/offer tests, timing, and friction removal; partner with web/MarTech to smooth payment failures and auto-renew flows

Benefits portfolio insights: Analyze feature usage by segment to inform what we sunset, evolve, or launch; create feedback loops with Product and Markets to continually optimize. Collaboration with on web re membership user experience onsite

Forecasting & reporting: Collaborate with Performance Marketing to ensure workable dashboards for LTV, cohort retention, renewal rate, active days, benefit activation, and NPS/CSAT correlations; articulate drivers and next actions

Cross-functional orchestration: Brief creative and content, partner with brand on messaging hierarchy, ensure CRM data quality, channel readiness, and measurement instrumentation for all lifecycle campaigns

Qualification

Lifecycle marketingMembership program designMarketing automationCohort analysisE-commerce loyaltyData analysisA/B testingCommunicatorHighly organizedAgile environmentEnglish proficiency

Required

Bachelor's degree in marketing or related field

5–7 years of experience in membership, e-commerce loyalty, or lifecycle marketing, with demonstrated success in designing and optimizing loyalty. Subscription-based programs a plus

Demonstrated impact on renewal, churn, and LTV through experiments and rapid iteration

Hands-on experience implementing lifecycle journeys through marketing automation and MarTech stacks (e.g., ESP, CDP, AJO, GA4, Tableau)

Comfortable with cohort analysis, funnel diagnostics, and basic statistics, can brief analysts and pull own queries

Experience defining and evolving benefit portfolios, loyalty tiers, and pricing/offer testing frameworks

Highly organized

Strong communicator with ability to brief creative, align stakeholders, stakeholders, and present clear recommendations rooted in evidence

Demonstrated ability to translate insights into activation and loyalty strategies across multiple channels (email, web, product, paid, community)

Experience working in an agile, dynamic, and customer-centric environment

Proficiency in the business language for PMI (English)

Possible Travel up to 15% if needed