Summary

The Senior Director of Membership, Chapter & Group Engagement is responsible for leading strategies that strengthen member value, engagement, and retention in support of organizations mission. This role partners closely with chapters, volunteer leaders, and internal teams to deliver inclusive, consistent, and meaningful experiences that foster connection, participation, and long-term member commitment.

The Senior Director provides strategic direction and operational leadership to support a diverse network of chapters and groups, leveraging data, insights, and best practices to enhance engagement models, support volunteer success, and ensure alignment with organizational priorities and community needs.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Member & Customer Growth Strategy

• Own strategy and execution across the full membership lifecycle: awareness → acquisition → onboarding → engagement → renewal → win-back.
• Develop segmentation-based marketing and personalized journeys for students, career professionals, global members, and organizational members.
• Design programs that increase retention, lifetime value, and cross-sell/upsell into products, certifications, events, and learning.
• Proven ability to architect scalable acquisition and retention strategies grounded in service delivery expertise, value proposition clarity and market segmentation.
• Expertise in developing lifecycle frameworks that convert awareness into activation, engagement, and long-term loyalty.
• Experience optimizing acquisition funnels through demand generation, conversion optimization, and retention modeling.
• Deep understanding of subscription economics, renewal mechanics, and member journey analytics.

Loyalty, Retention & Value Optimization

• Ability to design and operationalize loyalty models that increase lifetime value and share of wallet.
• Experience with behavioral segmentation, propensity modeling, and churn prediction to drive personalized retention campaigns.
• Knowledge of member or customer satisfaction metrics (NPS, CES, engagement scoring) and their linkage to revenue growth.
• Capability to deploy AI-driven personalization and targeted content to reinforce perceived and realized member value.

Market Expansion & Share Growth

• Track record of expanding addressable markets through audience insights, partnership ecosystems, and new product or membership tiers.
• Experience conducting market segmentation and positioning analyses to identify under-penetrated or high-potential segments.
• Ability to align brand and value proposition to emerging needs and digital behaviors of evolving member demographics.
• Expertise in competitive benchmarking and differentiation strategies to expand relevance and share of market voice.

Data-Driven Engagement & Experience Design

• Proficiency in leveraging analytics and customer data platforms to map engagement behaviors and optimize touchpoints.
• Experience in personalization engines, recommendation models, and predictive content delivery.
• Ability to interpret data to drive cross-sell, upsell, and engagement-based monetization opportunities.
• Skilled in experience design that integrates marketing, product, and service delivery around customer value drivers.

Content Strategy & Thought Leadership

• Direct content strategy that supports member engagement, industry leadership, and product demand.
• Oversee editorial calendars, blogs, newsletters, research reports, podcasts, video, and social media.
• Develop narratives and thought-leadership themes that advance the organization’s mission and market relevance.

CORE COMPETENCIES

Education & Experience

• Typically, 10+ years related experience is required.
• Bachelor’s degree required; Masters/MBA preferred.
• Industry specific credential preferred.

Strategic Execution

• Translates organizational and departmental strategy into actionable plans and measurable outcomes.
• Leads complex initiatives from concept through execution.
• Balances strategic thinking with hands-on execution.

Member Engagement & Experience

• Leads strategies that enhance member value, satisfaction, and long-term engagement.
• Designs and optimizes members’ journeys across chapters, groups, and programs.
• Uses member feedback and insights to continuously improve the experience.

Chapter & Volunteer Partnership

• Builds strong, collaborative relationships with chapter and volunteer leaders
• Supports and enables volunteer success through tools, training, and clear expectations.
• Balances consistency with flexibility to meet local chapter and group needs.

Communication, Stakeholders & Visibility

• Communicates complex issue, strategies and changes effectively and helps team(s) understand, engage and contribute meaningfully to organization wide objectives.
• Presents critical business information to internal and external groups.
• Interaction with members, students, committees, task forces, state bodies, etc.
• Displays diplomacy & tact in representing The IIA & profession.
• Speaks to large groups on wide range of topics.

Analytical Thinking & Problem Solving

• Evaluates key business & organizational challenges with some assessment of cross-functional impact.
• Identifies and resolves complex technical, operational, and organizational problems and solutions require judgement based and application of existing and new solutions and concepts.

Knowledge & Skills

• Requires broad and comprehensive understanding on different business processes, theories and practices.
• Applies broad business knowledge to drive financial and operational performance across team(s).
• Key Skills: industry knowledge, public speaking, leadership skills, talent management, strategic thinking, problem solving, negotiating, consulting, budget, communication.

Supervisory Responsibilities                                                    

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Skills                                         

Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community. Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers.   

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Expert ability to work in a computerized environment with knowledge of Microsoft Office products. Web-related computer skills listed above.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk and sit. Specific vision abilities required by this job include close vision, distance vision and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.

About The Institute of Internal Auditors

Established in 1941, The Institute of Internal Auditors (IIA) is an international professional association. The IIA is the internal audit profession's global voice, recognized authority, acknowledged leader, chief advocate, and principal educator. We provide education, guidance, certification and other services to our members who work in internal auditing, risk management, governance, internal control, information technology audit and other related areas. Want to learn more? Go to www.theiia.org.

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