About the Role
The Director of Member Relations is a key leadership position responsible for creating exceptional member experiences and building a thriving entrepreneurial community at StartingBlock. This role combines operational excellence with strategic community building to ensure member success, retention, and growth. The Director works closely with the CEO and Director of Programs to deliver on StartingBlock's mission of supporting entrepreneurs through both outstanding facility management and deep community engagement.
Member Lifecycle Management
Develop and implement comprehensive member journey mapping from initial prospect contact through long-term membership retention
Develop and execute marketing and sales plans for Reserved and Flex memberships
Create and continuously improve member onboarding sequences and welcome experiences to ensure successful integration into the community
Design and execute member retention programs, loyalty initiatives, and renewal strategies
Conduct structured exit interviews and analyze member churn patterns to identify improvement opportunities
Maintain detailed member records and lifecycle analytics to drive data-informed decisions
Member Experience & Services
Manage day-to-day member services and oversee all aspects of the member experience within the 42,000 sq ft facility
Serve as primary point of contact for member inquiries, complaints, and feedback, ensuring timely and effective resolution
Develop tiered service offerings and membership packages based on diverse member needs and business growth stages
Create specialized programs and services for different member segments (startups, remote workers, established businesses)
Coordinate member perks, benefits, and strategic partnerships with external vendors to add value to membership
Community Engagement & Building
Curate and facilitate regular community-building activities that foster meaningful connections among members
Develop and manage member advisory groups or committees to gather structured feedback and community input
Create and implement member recognition programs to celebrate achievements and milestones
Manage member referral programs and community ambassador initiatives to drive organic growth
Plan and execute community events, including monthly lunches and networking gatherings
Facilitate strategic member-to-member connections and business development opportunities
Member Success & Growth
Conduct regular member check-ins, satisfaction surveys, and success assessments to ensure member needs are met
Develop comprehensive member success metrics and KPIs that extend beyond basic retention measurements
Create and implement programs specifically designed to help members achieve their business goals within the StartingBlock ecosystem
Track member progress, business outcomes, and success stories to demonstrate community value
Develop compelling member testimonials and case studies for marketing and community building purposes
Communication & Feedback Management
Oversee member communications including announcements and community updates
Develop and maintain robust member feedback systems with clear response protocols and follow-up procedures
Manage member directory, networking tools, and digital platforms that facilitate community connections
Handle member conflict resolution and enforce community guidelines to maintain a positive, professional environment
Space & Operations Management
Oversee daily operations of the 42,000 sq ft coworking facility, ensuring optimal functionality and member satisfaction
Coordinate space utilization planning and optimize facility layout to meet evolving member needs and maximize efficiency
Manage membership billing processes, payment collection, and financial record-keeping related to member accounts
Ensure facility maintenance standards meet member expectations and safety requirements
Administrative Operations
Develop and implement member-focused policies, procedures, and operational guidelines
Coordinate with facility landlord, vendors and service providers to maintain high operational standards
Maintain compliance with relevant regulations and ensure member data privacy and security
Application Process
The complete job description is available here.
To apply for this role, please submit your resume and cover letter here.
Your cover letter should specifically address how your background aligns with our member relations needs by highlighting relevant skills and experiences. Please focus on demonstrating your expertise in member engagement, relationship building, and community development, providing concrete examples of how you've successfully managed member retention, organized networking events, or developed programming that drives member satisfaction.
Additionally, discuss your experience with CRM management, communication strategies, and any background in entrepreneurship or startup ecosystems that would help you connect with our diverse membership base. Be sure to explain why you're passionate about supporting entrepreneurs and how your leadership style would contribute to building a thriving member community at StartingBlock.
Requirements
Education & Experience
Bachelor's degree in Business Administration, Marketing, Communications, or related field
5+ years of experience in member services, community management, customer success, or related field
3+ years of experience in operations management or facility management
Previous experience in entrepreneurship ecosystem, coworking, or startup environment preferred
Core Competencies
Customer/Member Sales: Demonstrated ability to develop and execute sales strategies
Community Building: Proven track record of building and nurturing professional communities
Customer/Member Success: Demonstrated ability to drive member satisfaction, retention, and growth
Operations Management: Experience managing complex facilities and multi-stakeholder operations
Data Analysis: Proficiency in analytics tools and data-driven decision making
Communication: Excellent written and verbal communication skills with diverse audiences
Problem Solving: Strong conflict resolution and creative problem-solving abilities
Leadership: Experience managing teams and leading cross-functional initiatives
Technical Skills
Proficiency in CRM systems (HubSpot) and member management platforms
Experience with event management (Eventbrite) and community engagement tools
Basic financial management and budgeting capabilities
Familiarity with coworking space management software preferred
Social media and digital marketing (Canva, Wix, Instagram, LinkedIn) experience a plus
Success Metrics
Membership revenue
New Member growth rates, Member retention rates and lifetime value growth
Member satisfaction scores (as measured by Net Promoter Score)
Community engagement participation rates
Member referral and organic growth rates
Operational efficiency and cost management
Event attendance and community program participation
Member success outcomes and business growth within the community
About the Company
StartingBlock is Madison's Startup Hub. We are the best place in Madison to start and grow your company. Our 43,000 sq ft facility is home to over 165 member organizations and over 400 people. We are located in the dynamic Capital East neighborhood. We offer the community co-working, accelerator programs and skill building workshops. StartingBlock is a 501(c)3 governed by a Board of Directors.