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Job Opportunity with The Cru

Director of Member Success


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The Cru is looking for an ambitious and collaborative Director of Member Success to be the voice of members across the company.  You’ll drive our member engagement and retention efforts by establishing our strategy, developing and testing member benefits, and managing and scaling our team to continuously improve our member experience and ensure each member’s success. You will report the COO and will manage and grow a talented team of full-time Cru Guides who are dedicated to ensuring a best-in-class experience for members, prospective members, and corporate partners.

We are fully remote during COVID and until it’s safe to open the office. At that point, we would love to see you in person. Ideally, you will be in the office regularly (that could mean 5 days a week, or once a month, or anything in-between), but we area also open to fully remote candidates in the Continental US. Our office will be located in Manhattan.

Responsibilities
  • Be the primary advocate and voice of Cru members ensuring that our members receive maximum value from their investment and are fully leveraging the benefits of being a Cru member. 

  • Regularly engage with members to understand what drives and motivates them, and what would best help them achieve their goals and life intentions. 

  • Coach and lead a team of Cru Guides and Account Managers to provide best-in-class support across all channels.

  • Collect and analyze member insights to develop and execute strategic initiatives that drive member satisfaction, retention and renewal. 

  • Create processes and policies that will help provide the structure needed to build and scale this vital part of the organization, while ensuring that we’re still creating an intimate and personalized experience for our members.

  • Develop and regularly report on retention and health metrics in alignment with company objectives.

  • Partner with our Product and Engineering teams to improve and launch new features geared towards helping members to realize their goals and improve internal processes.

  • Identify and onboard any new tools or upgrade / improve existing tools that can ensure our teams spend less time on administrative tasks and more time engaging with members. 

  • Oversee any third party vendor relationships to ensure a thriving relationship that benefits the team and our members.

  • Work with our Marketing team to identify and execute on ways to enhance and improve the member journey from the time they arrive to our site through their entire membership cycle and renewal.

Requirements
  • 5+ years of member or customer success, with a focus on retention and renewals. Subscription-based business experience is a plus.

  • Proven manager and leader who is enthusiastic about developing, coaching, and mentoring others to help them excel in the role and further their career.

  • Natural people person who is passionate about building relationships and providing an amazing member experience.

  • Entrepreneurial mindset and goal oriented — self-directed, proactive, and able to define and execute projects independently.

  • Process and data-oriented individual who can easily identify inefficiencies in systems and processes.

  • Incredible communicator, especially in written form, who can effectively convey member insights across different audiences and drive people to action.

  • Thrives in a fast-paced environment and can quickly adapt to or pivot due to unexpected changes in set plans. 

  • Experience working with CRM / CMS platforms required.

  • Aligns with our company values: Own Their Experience, Start with Trust, Take Responsibility, and Put a Stake in the Ground.

  • Takes their work seriously, but not themselves too seriously.

  • Excited to help build and scale a company dedicated to empowering women.


About The Cru

Founded in 2018 by Tiffany Dufu The Cru is dedicated to helping women realize their life intentions. We match circles of up to 8 women who hold one another accountable in meeting their personal and professional goals, providing them the structure, exclusive content and a virtual guide to support their membership. We ensure that each member is matched with a Cru uniquely designed for them and comprised of women who are beautifully different from one another. We prioritize diversity in our network, and over 60% of our members identify as women of color. This is a unique opportunity to join a fast growing startup that is creating a new social category. 

We believe in acceptance. It’s impossible to judge others once you stop judging yourself. We want your full-self to show up to work every day. We value diversity and are excited to learn about what you do beyond your title or after 5 pm. We honestly enjoy each other’s company!
 
We believe in abundance. There is infinite beauty, talent, and resources. We provide a strong benefits package for our size and are excited to grow this area as our team grows. We also offer some Cru SWAG and love to celebrate each other’s successes and on special occasions. 
 
We believe in reciprocity. What you give is what you’ll receive. We want you to achieve all your intentions — we provide access to our exclusive content library and also invite all employees to our annual Cru Summit. 
 
We believe in joy. There is no guilt with pleasure. While we take our work seriously, we don’t take ourselves too seriously, and encourage you to take time off with our flexible paid time off policy to get the rest and rejuvenation you (and all of us) need. Our entire team also takes off the last 1-2 weeks of the year for a time of “Cruflection.” 
 
We have a “come as you are” dress code so you can continue to wear those yoga pants, but ask that you wear The Cru branded shirts (that we will send you) or smart casual wear when attending member-facing events.
 
The Cru is an Equal Opportunity Employer. We’re committed to diversity and maintaining a work environment that is free from harassment and discrimination. Applicants from all backgrounds are encouraged to apply, and will not be discriminated against on the basis of any protected status under federal, state, or local law.

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