Director of Membership and Business Experience

Salary:
$80,000 - $90,000 per year
Location:

CenterState CEO - Pike Block
115 West Fayette St
Syracuse, NY 13202
United States

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Job Summary:


The Director, Member & Business Experience (MBX) is a core operational and people-management leader within the MBX team, responsible for translating strategy into high-quality execution while supporting strong, trusted relationships across the organization. This role supports day-to-day account management practices within their area of responsibility and helps ensure members experience CenterState CEO as coordinated, responsive, and relationship driven.

Reporting to the SVP of Membership & Business Experience, the Director manages Member Experience Account Managers while carrying responsibility for member growth and renewal through an assigned set of accounts, from onboarding new members to stewarding ongoing relationships.

This position plays a central role in MBX operations, balancing people leadership, internal coordination, and hands-on relationship management to support growth, renewals, and a trusted, responsive member experience.


All resumes should be submitted by Wednesday March 4th, 2026


Salary: $80,000 - $90,000/annually


Essential Job Duties and Responsibilities: (Additional duties may be assigned)


Team Leadership & People Management

  • Serve as the direct manager for Member Experience Account Managers
  • Provide coaching, performance management, goal-setting, and professional development support
  • Establish and reinforce clear service standards, workflows, and expectations across the team
  • Act as an escalation point for complex, sensitive, or high-priority member matters
  • Support internal talent development and readiness for increased responsibility or advancement

Strategy Execution & Operational Excellence

  • Execute the Member & Business Experience strategy as defined by CenterState CEO and MBX leadership
  • Translate strategic priorities into actionable plans, processes, and measurable outcomes
  • Support implementation of evolving membership models, engagement approaches, and internal initiatives
  • Ensure consistent, high-quality execution across onboarding, engagement, renewal, and escalation workflows

Member Relationship Management

  • Manage a defined portfolio of member accounts, including onboarding and ongoing engagement
  • Lead onboarding for members requiring higher-touch or cross-functional coordination
  • Identify opportunities to deepen member engagement through programs, partnerships, leadership involvement, and organizational initiatives
  • Support new member acquisition efforts, including relationship handoff and early-stage engagement
  • Attend evening or weekend events as needed to support organizational initiatives.

Cross-Functional Collaboration

  • Serve as an MBX liaison to Economic Development, Government Relations, Inclusive Growth, Marketing & Communications, and Finance, as needed
  • Ensure member engagement efforts are aligned with organizational priorities, regional initiatives, and internal teams
  • Support internal coordination to deliver seamless member experience across departments

Data, Systems & Continuous Improvement

  • Ensure strong CRM discipline, data integrity, and consistent engagement tracking across the MBX team
  • Monitor engagement trends, retention indicators, and service consistency to inform decision-making
  • Partner with leadership to identify process gaps and lead continuous improvement initiatives
  • Support reporting and insights that inform leadership, planning, and performance measurement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Supervisory Responsibility


This position will supervise CEO Membership Managers.


Position Type and Expected Hours of Work


This is a full-time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 5 p.m. but can be flexible as agreed to by portfolio leads. This role requires flexibility to support member events, networking opportunities, and organizational activities outside of regular hours.


Travel


Limited travel is expected for this position.


Minimum Required Education and Experience:

  • 5-7+ years of experience in member services, account management, customer success, economic development, or a related field
  • Demonstrated experience managing people and leading teams through clarity, accountability, and support
  • Strong operational mindset with the ability to translate strategy into consistent execution
  • Proven ability to manage relationships while balancing internal systems and processes
  • Excellent communication, relationship-building, and problem-solving skills
  • Comfort working within a complex, matrixed organization with multiple stakeholders and priorities


Special Requirements:

  • Knowledge, Skills, and Abilities:
  • Excellent technical skills and proficiency with Word, PowerPoint, Excel, Outlook, and other software, as necessary.
  • Personal Effectiveness/Credibility.
  • Thoroughness.
  • Collaboration Skills.
  • Communication Proficiency.
  • Flexibility.


Physical and Mental Requirements:


This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.


Work Environment:


This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.


Disclaimer:


All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

The company reserves the right to add to or revise an employee's job duties at any time at its sole discretion.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.


CenterState CEO is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer without regard to race, creed, national origin, religion, sex (including pregnancy, childbirth or related medical conditions), gender, gender identity, age, marital status, physical or mental disability, predisposing genetic characteristics, sexual orientation, domestic violence victim status, military status or veteran's status.