Vice President , Member Experience

Title: VP, Member Experience Location: United States Department: Member Experience Job Description: The Opportunity Pavilion is embarking on a multi-year journey to become the singular destination for in-seat GTM operating executives at B2B technology companies who experience something truly exceptional as members of this community. This journey requires a VP of Member Experience who can architect, build, and optimize the member journey that will take us from where we are today to where we need to be. You will be the strategic and operational leader responsible for ensuring every member touchpoint—from first discovery through years of active engagement—delivers on our promise of having the right people in the right rooms having the right conversations. As VP of Member Experience, you will report directly to the President and own the complete member journey. You'll optimize and scale our four core member experience platforms: Community Ambassadors (70+ global chapters and Functional Groups), Pavilion University (CRO/CMO/Partnerships/AI Schools), Small Councils (intimate virtual mastermind groups), and our global Slack community. You'll also architect new experiences that support our emphasis on high quality, and highly-curated experiences. This role requires someone who can balance strategic vision with operational excellence, who understands that less can be more, and who is obsessively focused on member delight as the driver of retention, referrals, and enterprise value. You'll partner closely with Marketing and Sales & Success leadership to ensure an integrated approach across the entire member lifecycle.

What You'll Do

Architect the Ideal Member Journey

• Design and build the end-to-end member journey across five critical stages: Discover → Apply → Onboard → Engage → Renew & Refer
• Map all existing member touchpoints (online and in-person) to the ideal journey and identify gaps, redundancies, and opportunities for elevation
• Develop new experiences and programs that support our transformation to an aspirational, warm, and elevated member experience

Lead Pavilion's Core Member Experience Programs

• Community Ambassadors: Elevate the quality and member fit of our 70+ global chapters and Functional Groups. Develop new chapter head training, implement quality standards, and create more opportunities for Ambassadors to be effective extensions of the Headquarters team.
• Pavilion University: Optimize our portfolio of Schools (CRO, CMO, Partnerships, AI, etc) to serve the learning needs of in-seat operators. Sunset programs that don't align with our ICP, launch new offerings that do, and ensure our curriculum reflects real-world GTM challenges.
• Small Councils: Scale our intimate, virtual mastermind groups while maintaining the quality and peer-to-peer value that makes them effective. Build frameworks for member matching, facilitator training, and program evaluation.
• Slack: Curate the highly-dynamic, proprietary Slack environment that is the always-on engagement platform for Pavilion members globally. Identify and drive tactics that optimize a member’s Slack experience for signal versus noise.

Leverage Data to Drive Member-Centric Decisions

• Analyze member cohort data to understand what drives retention and churn, particularly the differential performance between ICP and non-ICP members
• Build dashboards and reporting mechanisms that track member engagement, program participation, satisfaction (NPS), retention rate, and Gross Revenue Retention (GRR)
• Translate member feedback and behavioral data into actionable insights about program effectiveness, journey gaps, and new opportunities

Champion Cross-Functional Alignment

• Partner with Marketing to ensure messaging, positioning, and acquisition strategies align with the member experience we're building
• Collaborate with Sales & Success to create seamless handoffs from prospect to member, and from new member to engaged, retained member
• Serve as the voice of the member in executive discussions about pricing, product, and strategy—ensuring we never lose sight of member needs in pursuit of growth

What You'll Bring Required Experience & Qualifications

• 10+ years of progressive experience in member/customer experience, community management, or related roles, with at least 5 years in senior leadership
• Proven track record of designing and implementing successful member journey transformations, ideally in membership organizations, professional communities, or B2B SaaS
• Strong operational background with demonstrated ability to build scalable processes, optimize workflows, and drive efficiency without sacrificing quality

Key Competencies

• Strategic Vision with Operational Rigor: You can think three years out while also owning the details of this quarter's execution. You understand that strategy without execution is just aspiration.
• Quality-First Mindset: You believe that doing fewer things exceptionally well beats doing many things adequately. You're comfortable making the hard decision to sunset a program or limit participation if it protects the member experience.
• Obsessive Member Focus: You wake up thinking about member delight. You understand that everything we do should answer the question: 'Does this help our members have the right conversations with the right people?'
• Data-Informed Decision Making: You're comfortable working with cohort analysis, engagement metrics, and retention data. You use insights to drive decisions but don't let perfect data prevent good decisions.

Preferred Qualifications

• Experience in professional membership organizations, B2B communities, or education/learning businesses (particularly those that have undergone quality-focused transformations)
• Familiarity with community platforms, learning management systems, member engagement tools, and analytics platforms
• Experience designing and delivering both virtual and in-person community experiences

Success Metrics

• Gross Revenue Retention (GRR)
• Member Lifetime Value
• Member NPS
• Member Journey Effectiveness: Measurable improvements at each stage (Discover → Apply → Onboard → Engage → Renew & Refer) with specific conversion and engagement benchmarks

Why Join Pavilion You’ll be part of a mission-driven organization that connects and empowers the next generation of business leaders. Pavilion offers a collaborative, growth-oriented environment with opportunities to take ownership, innovate in event operations, and contribute directly to the experiences that define Apply tot his job Apply To this Job