The Head of Membership at Dorsia will be a strategic and operational leader responsible for membership strategy.
Driving new member growth and initiatives, enhancing member experience, managing membership operations, and ensuring retention. This role will require a strong focus on metrics, cross-functional collaboration, and curating a high-quality membership base while delivering exceptional member engagement and satisfaction.
Work Location:
- This role is full-time onsite in our New York City or Miami office.
In this role, you will:
1) New Member Growth
- Demand Generation & Applications:
- Monitor and analyze daily application channels to drive qualified new paid members.
- Set and achieve ambitious new paid member targets.
- Partnerships:
- Collaborate with the Partnership team to execute enterprise partnerships for wholesale acquisition.
- Maximize the potential of the nomination program in partnership with Product and Growth Marketing.
- Membership Quality:
- Ensure the quality and integrity of the membership base by monitoring conversion rates from application to upgrade.
- Provide insights to improve membership candidate pools sourced from influencer programs, corporate partnerships, and events.
- Reporting:
- Deliver regular reports on member quantity and quality, highlighting notable new members for VIP experience management.
2) Member Experience & Retention
- Engagement & Satisfaction:
- Curate invitations to key Dorsia events to nurture prospects and engage members.
- Build high-touch relationships with VIP members, ensuring top-tier engagement.
- Feedback & Improvements:
- Monitor member feedback trends, providing insights to the leadership team and recommending product or benefit enhancements.
- Policy Development & Training:
- Define policies and training on key areas, including customer service issues, membership revocation, and FAQs.
3) Membership Operations
- Criteria & Tiering:
- Develop and implement KPIs for membership acquisition, retention, and satisfaction, regularly reporting on progress and insights.
- Manage membership tier definitions, approval/rejection criteria, and associated data in ROAM.
- Conduct monthly Q&A and feedback sessions with internal and external teams.
- Application Platform:
- Oversee the member approval process to meet SLAs, blending automated and manual processes.
- Collaborate with Product to align the application process with business goals.
- Manage offshore resources with daily check-ins, weekly meetings, and monthly reviews.
- Lead cross-functional initiatives and collaborations, fostering alignment across Product, Marketing, and Customer Support teams to deliver a seamless member experience
Qualifications
- 10 years of proven experience in a leadership role focused on membership, growth, or community engagement within a high-growth or luxury environment.
- Strategic thinker with a track record of driving acquisition, retention, and member satisfaction initiatives at scale.
- Strong analytical mindset with the ability to interpret data and translate insights into actionable strategies.
- Exceptional leadership skills, with the ability to influence and collaborate across diverse teams and stakeholders.
- Excellent communication and presentation abilities, comfortable interfacing with senior executives and external partners.
- Experience managing budgets and ensuring ROI-driven decision-making.
Compensation & Benefits:
- Salary ranges are based on paying competitively for our size and stage. We determine our pay by considering skills and experience related to the role, location, and ensuring internal equity relative to other Dorsia employees
- $180,000 - $200,000 + meaningful equity
- Flexible PTO
- Medical, dental and vision insurance
- FSA
- Commuter benefits
- Free membership to One Medical
- Teladoc
- Talkspace
- Kindbody
- 401(k)
- In-office lunch 2 days a week
- Employee Dining Credits
Compensation: New York Pay Range$180,000 - $200,000USD
Our Core Values
Lead with hospitality.
We respect the craft and precision that are intrinsic to the hospitality industry. We are a team diverse in background and thought, built to be the connective tissue between artists, chefs, diners, and members.
Mise en place.
We are persistent in preparation, prioritization, and focus to anticipate our customers’ needs to create a powerful platform rooted in simplicity and elegance. And we know that details matter, which is why superior design is crucial to our brand ethos. Thoughtful design is baked into everything we do—our product, brand, creative, culture, and beyond.
Go around the table—then commit.
We know creativity takes feedback and iteration, and differing opinions can lead to healthy debate. While we encourage all voices to speak up and be heard, we are geared toward action and unify around the decision once it's made. Sometimes an individual idea or project may not be what’s best for the company, so don’t be afraid to kill your darlings.
Our product is our signature dish.
We are a product and marketing-led organization. Protecting our brand and vision needs to be top-of-mind with every move we make.
Optimize turn times.
We are creating beautifully-designed, tech-forward solutions to automate all sides of our business: for members, restaurants, and employees. And we’re laying a data-rich foundation to enable all stakeholders to make better decisions and enjoy the finer things in life.
Savor it.
We eat slowly and celebrate the wins we share with those around the table. We’re in this for the long-haul, so enjoy the ride.
Stay hungry.
We can change the world or someone else will. We believe in a sense of urgency to keep pushing toward our goals. And there’s always room for dessert, because there’s always more to do.
