Member Experience Director

About Us:

Chief’s mission is to build the most powerful network focused on connecting and supporting female leaders. With members who are at the C-Level or are rising VP’s, Chief is the only organization designed for women seated at the table. Read about us in Bloomberg, Inc. and Fast Company

Launched in early 2019, Chief is a Series A stage start-up backed by General Catalyst, Inspired Capital, Primary Ventures, and other top-tier investors. We are headquartered in New York City with plans to expand across the U.S.

 

About the Role: 

The Member Experience Director at Chief will oversee the Experience team — a member facing account management and success team. The mission of the team is to build meaningful relationships with members, drive community and connection, and influence member retention. You will serve as our members’ advocate across the business, driving an exceptional experience. As a Series A start-up, we are looking for someone with expertise managing client-facing teams who can build and scale this function. The ideal candidate is a connector who thrives on building relationships, an excellent communicator, and is passionate about our mission.  

 

Responsibilities:

  • Build the Member Experience team at Chief as the business scales in members and across geographies
  • Set the strategic direction for proactive member engagement
  • Support Member Experience Managers in serving as the go-to resource for members, delivering a top-notch member experience, and driving member retention
  • Manage escalated member issues, ensuring that all members concerns are resolved in a timely and appropriate manner consistent with Chief's policies
  • Build 1:1 member connections, and ensure that the Experience team delivers connection with members and across the broader Chief community
  • Utilize member feedback to implement improvements to Chief’s services
  • Partner with the Product team to build internal tools that leverages data to inform thoughtful member outreach 
  • Advocate for members across the business to enhance the overall member experience

 

What We’re Looking For:

  • 7+ years of relevant customer-centric experience, start-up experience a plus
  • Deep expertise managing customer or client-facing teams in building impactful relationships
  • Excellent written, verbal, and interpersonal communication skills and the ability to coach a team to deliver high-quality, consistent communications
  • Experience scaling a team — you can build into the future while delivering an impactful experience for clients today
  • Best-in-class at building relationships, you derive energy from connection and community
  • Top-notch judgment and discretion
  • Passion for the Company’s mission, positioning, and brand — to empower women in business and spark change from the top
  • BA/BS required

 

Why You’ll Want to Work with Us:

  • We’re a mission-driven company driving real change for women leaders
  • Opportunity to build the Member Experience function from the ground up and help the business scale exponentially through member relationships
  • Opportunity to hire and manage a large team of Experience Managers 
  • Exposure to top-notch executive women across the nation
  • Attendance at inspiring experiences and events with leaders of industry
  • Collaborative, supportive, and mission-driven team
  • Competitive base salary, unlimited vacation policy, and full medical, dental, and vision packages

 


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