Director of Community Engagement & Retention
Director of Community Engagement & Retention
Code: 3L3 Division: Membership & Community Engagement Division Department: Leadership Reports To: Chief Membership & Community Officer (CMCO) Related Roles: Engagement & Communications Manager, Member Retention Specialist
Role Summary
The Director of Community Engagement & Retention leads efforts to strengthen Built By DAO’s member community by overseeing engagement and retention strategies. This role designs and implements programs that enhance member loyalty, promote active participation, and build a strong sense of community. The Director works collaboratively with internal teams to ensure a seamless and fulfilling member experience, fostering long-term connections and satisfaction.
Key Responsibilities
Task Group 1: Engagement Strategy Development
Develop and execute strategies to promote active member participation in community events and initiatives.
Create tailored engagement programs for diverse member groups based on their interests and needs.
Identify and implement innovative ways to build a cohesive and inclusive community.
Task Group 2: Retention Program Leadership
Oversee the design and implementation of member retention programs, such as loyalty rewards, special events, and recognition initiatives.
Monitor and evaluate member retention rates, identifying areas for improvement and implementing solutions.
Work with the Member Retention Specialist to ensure seamless execution of retention efforts.
Task Group 3: Member Experience Management
Collaborate with the Engagement & Communications Manager to ensure clear, transparent, and timely communication with members.
Gather and analyze member feedback to continually improve community engagement and retention programs.
Serve as the primary advocate for member needs, ensuring their voices are represented in organizational decisions.
Task Group 4: Team and Stakeholder Collaboration
Lead and mentor a team of engagement and retention specialists, setting goals and providing professional development opportunities.
Coordinate with other departments, such as marketing and membership recruitment, to align community-building efforts.
Represent Built By DAO at community events, conferences, and forums to strengthen partnerships and promote membership.
Task Group 5: Reporting and Analysis
Track and report on engagement and retention metrics, such as participation rates, satisfaction scores, and program effectiveness.
Prepare regular updates for the CMCO and executive leadership, highlighting successes and recommending improvements.
Maintain a comprehensive database of engagement and retention initiatives to inform future strategies.
Skills and Qualifications
Required Skills
Strategic leadership and team management skills to oversee community programs and retention initiatives.
Excellent communication and interpersonal skills for engaging with members and internal teams.
Analytical skills for tracking metrics, evaluating program success, and identifying areas for improvement.
Preferred Skills
Experience with community engagement tools and CRM systems.
Familiarity with loyalty programs and member retention strategies.
Qualifications
Bachelor’s degree in Communications, Marketing, Community Development, or a related field; Master’s degree preferred.
Minimum of 5 years of experience in community engagement, member retention, or a related role, with at least 2 years in a leadership position.
Certification in community engagement or member retention (e.g., CAE, IABC Certification) is a plus.
Performance Metrics
Improvement in member retention rates and satisfaction scores.
Participation levels in community events and engagement programs.
Positive feedback from members and stakeholders on community-building initiatives.
Key Activities
Design and implement engagement programs that align with organizational goals and member interests.
Lead regular team meetings to review progress, share insights, and plan upcoming initiatives.
Attend member events to gather feedback and strengthen community connections.
Tools and Resources
CRM and engagement tracking systems for monitoring member participation and program effectiveness.
Survey and feedback tools for collecting member insights.
Analytics platforms for evaluating community metrics and trends.
Advancement Path
Promotion to Chief Membership & Community Officer (CMCO).
Opportunities to specialize in strategic planning, community development, or organizational leadership.
Work Environment
Office-based with regular attendance at community events, forums, and conferences.
Frequent collaboration with internal teams and external partners to enhance member experiences.
Flexible hours to accommodate member needs and engagement schedules.
Supplemental Roles
Community Engagement Coordinator – 3L3-S1
Summary: The Community Engagement Coordinator supports the Director of Community Engagement & Retention by assisting with event planning, member outreach, and feedback collection.
Key Tasks:
Help organize community events and engagement initiatives.
Collect and compile feedback from members to improve programs.
Coordinate communication with members about upcoming events and opportunities.
Skills and Qualifications:
Strong organizational and communication skills.
Familiarity with community engagement tools or a willingness to learn.
Experience in event planning or community outreach is preferred.
Performance Metrics:
Timeliness and quality of event preparation and execution.
Contribution to member satisfaction and program success.
Feedback from the Director and team members.
Advancement Path:
Promotion to Member Retention Specialist or Engagement & Communications Manager.
Opportunities to specialize in program development or community strategy.
Work Environment:
Combination of office work and on-site event participation.
Additional Information
The Director of Community Engagement & Retention plays a critical role in strengthening Built By DAO’s community by fostering connections and enhancing member loyalty. The Community Engagement Coordinator provides essential support, enabling the team to deliver impactful engagement programs and retention initiatives.
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