Carey International
The Director of Membership is a strategic and analytical leader responsible for developing, optimizing, and scaling Carey’s membership program to drive customer engagement, retention, and revenue growth. This role combines customer analytics, operational management, and data visualization to inform decision-making and elevate member experiences across Carey’s luxury transportation network. This position will lead the design and implementation of data-driven initiatives that enhance the value of membership through segmentation, predictive insights, and performance dashboards. The Director will collaborate closely with Data Science, Marketing, and Technology teams to ensure the membership ecosystem is both analytically robust and operationally seamless.
Responsibilities Membership Strategy & Management
Develop and execute the overall membership growth and retention strategy aligned with Carey’s customer loyalty vision.
Design and optimize membership structures, benefits, and pricing models using customer data and behavioral insights.
Establish KPIs and reporting mechanisms to evaluate program health, member engagement, and conversion trends.
Partner with Marketing and Product teams to launch targeted acquisition and reactivation campaigns.
Oversee day-to-day membership operations including onboarding, renewals, and satisfaction tracking.
Data Analytics & Insights
Lead the development of advanced analytics to understand member behaviors, preferences, and lifetime value.
Build and maintain dashboards that visualize key performance metrics for membership acquisition, retention, and engagement.
Work with the Data and IT teams to ensure accurate data pipelines, data cleaning, and integration across CRM, booking, and loyalty systems.
Conduct cohort analyses and segmentation studies to identify growth opportunities and optimize targeting.
Translate data insights into actionable business recommendations for leadership and cross‑functional partners.
Customer Segmentation & Personalization
Develop data‑driven segmentation frameworks to personalize offers, communications, and experiences.
Collaborate with Marketing and Technology teams to operationalize predictive models (e.g., churn prediction, next‑best‑offer, upsell potential).
Continuously test and refine personalization strategies to improve engagement and conversion across channels.
Leverage behavioral and transactional data to enhance membership benefits and engagement journeys.
Operational Excellence & Reporting
Lead a small, high‑performing team responsible for membership analytics, operations, and customer insights.
Build and manage dashboards for executive reporting on membership growth, retention, and profitability.
Ensure data accuracy and compliance in all reporting and analytics processes.
Establish scalable processes and standard operating procedures for membership lifecycle management.
Collaboration & Leadership
Partner with Data Science, Marketing, Product, and Customer Experience teams to align membership initiatives with Carey's overall commercial goals.
Present data‑driven insights and recommendations to senior leadership.
Foster a culture of analytical rigor, customer focus, and continuous improvement within the membership team.
Requirements Education
Bachelor’s degree in Business, Marketing, Economics, Data Analytics, or related field required.
Master’s degree in Business, Data Science, or Marketing Analytics preferred.
Experience
5–7 years of progressive experience in customer analytics, CRM/membership management, or loyalty strategy.
Proven success using data analytics to drive business growth and retention.
Experience in dashboard development (e.g., Power BI, Tableau, or Looker) and data cleaning tools (SQL, Python, or Excel).
Demonstrated ability to lead cross‑functional teams and manage end‑to‑end membership operations.
Skills & Competencies
Strong analytical, quantitative, and problem‑solving skills.
Proficiency in data visualization and analytics tools.
Expertise in customer segmentation, predictive modeling, and lifetime value analysis.
Excellent communication and presentation skills, with the ability to translate data into compelling narratives.
Strategic thinker with an operational mindset and attention to detail.
Attributes
Data‑driven, customer‑obsessed, and execution‑focused.
Collaborative leader who thrives in cross‑functional, fast‑paced environments.
Passionate about leveraging analytics to enhance customer experience and brand loyalty.
Working Conditions
Hybrid role requiring presence in Los Angeles, CA or Washington, DC offices.
May require occasional travel for cross‑functional meetings or field assessments.
Standard office conditions with extended computer use.
PRIMARY CONTACTS
Internal: Carey Management and Staff
External: Outside vendors, technology partners, and consultants
General Working Conditions
The office‑working environment is generally favorable.
Standard office equipment is available.
May require extended workdays to meet project demands.
Physical Requirements
Must work in the office.
While in the office, work is generally sedentary but may require standing and walking up to 20% of the time.
Constant use of computers for keying and reading screens.
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Responsibilities Membership Strategy & Management
Develop and execute the overall membership growth and retention strategy aligned with Carey’s customer loyalty vision.
Design and optimize membership structures, benefits, and pricing models using customer data and behavioral insights.
Establish KPIs and reporting mechanisms to evaluate program health, member engagement, and conversion trends.
Partner with Marketing and Product teams to launch targeted acquisition and reactivation campaigns.
Oversee day-to-day membership operations including onboarding, renewals, and satisfaction tracking.
Data Analytics & Insights
Lead the development of advanced analytics to understand member behaviors, preferences, and lifetime value.
Build and maintain dashboards that visualize key performance metrics for membership acquisition, retention, and engagement.
Work with the Data and IT teams to ensure accurate data pipelines, data cleaning, and integration across CRM, booking, and loyalty systems.
Conduct cohort analyses and segmentation studies to identify growth opportunities and optimize targeting.
Translate data insights into actionable business recommendations for leadership and cross‑functional partners.
Customer Segmentation & Personalization
Develop data‑driven segmentation frameworks to personalize offers, communications, and experiences.
Collaborate with Marketing and Technology teams to operationalize predictive models (e.g., churn prediction, next‑best‑offer, upsell potential).
Continuously test and refine personalization strategies to improve engagement and conversion across channels.
Leverage behavioral and transactional data to enhance membership benefits and engagement journeys.
Operational Excellence & Reporting
Lead a small, high‑performing team responsible for membership analytics, operations, and customer insights.
Build and manage dashboards for executive reporting on membership growth, retention, and profitability.
Ensure data accuracy and compliance in all reporting and analytics processes.
Establish scalable processes and standard operating procedures for membership lifecycle management.
Collaboration & Leadership
Partner with Data Science, Marketing, Product, and Customer Experience teams to align membership initiatives with Carey's overall commercial goals.
Present data‑driven insights and recommendations to senior leadership.
Foster a culture of analytical rigor, customer focus, and continuous improvement within the membership team.
Requirements Education
Bachelor’s degree in Business, Marketing, Economics, Data Analytics, or related field required.
Master’s degree in Business, Data Science, or Marketing Analytics preferred.
Experience
5–7 years of progressive experience in customer analytics, CRM/membership management, or loyalty strategy.
Proven success using data analytics to drive business growth and retention.
Experience in dashboard development (e.g., Power BI, Tableau, or Looker) and data cleaning tools (SQL, Python, or Excel).
Demonstrated ability to lead cross‑functional teams and manage end‑to‑end membership operations.
Skills & Competencies
Strong analytical, quantitative, and problem‑solving skills.
Proficiency in data visualization and analytics tools.
Expertise in customer segmentation, predictive modeling, and lifetime value analysis.
Excellent communication and presentation skills, with the ability to translate data into compelling narratives.
Strategic thinker with an operational mindset and attention to detail.
Attributes
Data‑driven, customer‑obsessed, and execution‑focused.
Collaborative leader who thrives in cross‑functional, fast‑paced environments.
Passionate about leveraging analytics to enhance customer experience and brand loyalty.
Working Conditions
Hybrid role requiring presence in Los Angeles, CA or Washington, DC offices.
May require occasional travel for cross‑functional meetings or field assessments.
Standard office conditions with extended computer use.
PRIMARY CONTACTS
Internal: Carey Management and Staff
External: Outside vendors, technology partners, and consultants
General Working Conditions
The office‑working environment is generally favorable.
Standard office equipment is available.
May require extended workdays to meet project demands.
Physical Requirements
Must work in the office.
While in the office, work is generally sedentary but may require standing and walking up to 20% of the time.
Constant use of computers for keying and reading screens.
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