Sr. Director - Enterprise Membership & Service

Job description

Compensation Details: $140000 - $160000 per year + bonus opportunities Job Description: The Senior Director, Enterprise Membership & Service Experience is responsible for the strategy, design, consolidation, implementation, governance, and ongoing optimization of the enterprise membership platform across all home services brands and branches. This leader serves as the executive owner of the membership business model and is accountable for transforming multiple legacy, branch-specific, acquired, and trade-specific maintenance plans into one standardized enterprise membership architecture. The role ensures the membership program delivers a consistent customer experience, clear customer value, operational scalability, recurring revenue growth, and long-term customer loyalty. The position partners closely with Operations, Field Service, Customer Experience, Marketing, Finance, Technology, Training, and Branch Leadership to create and sustain a unified membership model that supports both current operations and future acquisitions. Core Accountabilities 1. Enterprise Membership Consolidation Lead the evaluation and consolidation of all existing membership and maintenance plans across the enterprise. Inventory and assess all current membership offerings across branches and service trades. Evaluate overlap, complexity, customer value, and financial performance of existing plans. Develop strategies to consolidate legacy, local, acquired, and trade-specific programs into a unified enterprise structure. Create migration plans that minimize customer disruption while improving operational consistency. Establish governance processes that prevent future fragmentation. 2. Enterprise Membership Design Serve as the architect of the enterprise membership platform. Design a standardized enterprise membership plan template. Define core benefits, service entitlements, and member value propositions. Establish pricing architecture and enterprise pricing guardrails. Create trade-specific options and add-on offerings where appropriate. Define eligibility requirements, enrollment standards, renewal policies, cancellation guidelines, and service commitments. Develop standard member communications and customer experience requirements. Create enterprise standards for loyalty, retention, and recurring value delivery. 3. Membership Implementation & Enterprise Rollout Lead deployment of the standardized membership model across all operating locations. Develop a phased implementation roadmap. Create enterprise rollout and adoption plans. Define branch readiness requirements and deployment standards. Lead pilot programs and enterprise-wide launches. Partner with field operations to operationalize membership benefits and service commitments. Establish implementation metrics and executive reporting processes. 4. Membership Growth & Retention Drive profitable membership growth while maximizing renewal and lifetime value. Develop acquisition strategies across customer experience centers, technicians, comfort advisors, and field teams. Increase membership conversion rates across all customer touchpoints. Develop renewal, retention, save, and win-back strategies. Analyze customer behavior and churn indicators. Create programs that increase engagement, utilization, and customer loyalty. Improve recurring revenue and member lifetime value. 5. Member Experience & Service Excellence Design and oversee a consistent member experience throughout the customer lifecycle. Create the enterprise member journey from enrollment through renewal. Establish service standards and benefit fulfillment expectations. Ensure consistency across scheduling, field service delivery, billing, communication, and customer support. Lead service recovery and escalation management programs. Partner with branch operations to ensure the member promise is delivered consistently. 6. Technology & Business Process Leadership Build the technology and operational infrastructure necessary to support a unified enterprise membership platform. Define membership system requirements across CRM, billing, marketing, field-service management, and reporting platforms. Lead technology enhancements required to support enterprise membership operations. Establish member data standards and governance. Improve automation, reporting, analytics, and customer engagement capabilities. Ensure accurate tracking of enrollment, utilization, retention, renewal, and financial performance. 7. Leadership & Governance Provide enterprise leadership and governance for the membership business. Lead membership, retention, service experience, analytics, and support teams. Establish enterprise membership policies and standards. Create executive governance processes and decision rights. Partner with Finance, Operations, Marketing, Technology, and Training leaders. Support integration of future acquisitions into the enterprise membership framework. Develop succession plans and build organizational capability. Qualifications Required Experience Bachelor's degree in Business, Operations, Marketing, Customer Experience, or related field. 10+ years of progressive leadership experience in membership, subscription, loyalty, retention, customer experience, or home services organizations. Demonstrated experience designing and implementing large-scale customer or membership programs. Proven success consolidating multiple products, programs, or operating models into one standardized enterprise framework. Strong experience leading cross-functional transformation initiatives. Experience managing recurring revenue businesses and customer lifecycle programs. Preferred Experience Residential HVAC, Plumbing, Electrical, Handyman, Roofing, Pest Control, or Home Services experience. Experience integrating acquired companies into a common operating model. Experience with technician-led membership sales programs. Experience with AI-enabled customer engagement and customer experience technologies. Experience leading enterprise-wide customer loyalty or subscription programs. Why should you join our team? We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand. In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including: Incentive/Commission/Bonus opportunities (Based on role / grade level) 401(k) retirement savings plan with matching company contributions, eligible on your first day! Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents. Warehouse Merchandise Discount! Paid time off & paid holidays (depending on role and month of hire) Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities. You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community. Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support. * Benefits are provided in compliance with applicable laws, plans and policies. Want to be notified when new jobs are posted? Follow the link below to create an account and set up custom job alerts: Create Job Alert About Ace Hardware Home Services, Inc. Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home℠. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do – and Ace is on a Mission to be the best, most trusted provider of home preservation services. Equal Opportunity Employer Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws. Disclaimers The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires. Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview. This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.