Senior Manager, Membership Performance & Operations


Posted Date
Job ID
Job Function
REI City
REI State
REI Location
Seattle HQ
Remote Eligible
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What's cool about this job
This job contributes to REI’s success by leading efforts to interpret, understand, and optimize performance of membership across the co-op. This role works with broad cross-divisional partners and leadership to develop and execute ongoing processes related to membership analysis, reporting, research, analytics, and program operations, progressing the enterprise’s ability to optimize membership as a business model. Responsibilities include providing thought leadership regarding membership KPIs, partnering with stakeholders to develop or enhance CI/BI tools, developing and facilitating performance review meetings, and overseeing core elements of program operations. This position will effectively engage and collaborate with cross-divisional teams to identify opportunity areas using diverse sources of data and insights, and help lead coordinated action plans to influence desired member and business outcomes. Successful candidates will demonstrate strong data-based critical thinking and decision making, member-centric views on business performance, and an ability to build strong stakeholder partnerships acting in accordance with REI’s guiding values and mission.

Your Planning & Navigating Requirements
  • Manages membership performance as an enterprise capability through development of strategic plans, annual budget, and growth initiatives in collaboration with divisional partners
  • Acts as the membership measurement and performance thought-leader and initiative driver for divisions; serves as membership performance voice to leadership
  • Effectively demonstrates member/customer-centric thinking and helps humanize company data, connecting member behavior to business results; builds integrated and holistic perspectives connecting multiple data points to identify themes
  • Uses best-practice methods like hypothesis based query and experimentation to progress learning on behalf of the enterprise
  • Practices intellectual curiosity and seeks to constantly progress deeper understanding of co-op members by integrating diverse sources of insights
  • Effectively translates detailed and complex data points into clear takeaways and implications for membership and the business
  • Develops and works with partners to implement new measurement frameworks and metrics; builds strong cross-divisional relationships to influence enterprise progress
  • Drives accurate and accountable membership forecasts and investment prioritization to track intra-year performance and contribute to the Co-Op’s performance; performs standard and special analyses that provide insightful views into membership operations and performance, including identifying, evaluating, and reporting on a portfolio of analyses projects to understand and optimize performance levers
  • Manage the monthly Membership Performance Review to understand and explain variances, update projections as needed, and communicate findings to the divisional leadership
  • Accountable for monthly reporting on membership performance, including synthesis of key themes, findings, opportunity areas, risks, and other primary implications emerging from the data
  • Provides leadership and direction through Managers and Analysts within the membership team, and across key partner teams including Finance, Digital, Retail, Marketing, Product, and others
  • Develop trusted consulting relationship with divisional leaders and their teams to enhance membership measurement across the enterprise
  • Recognizes and solves complex business and member problems through member analyses, research, and hypothesis-based test & learn efforts

Bring your passion and expertise
  • 7+ years of customer-focused analytics and performance analysis experience 
  • 3+ years applied experience with membership models, loyalty/rewards programs, or subscription offerings
  • Bachelor’s Degree in Finance, Business, Data Science, or similar
  • Experience and expertise in customer-focused insights disciplines like Business/Customer Intelligence, data sciences, Voice of Customer programs, etc.
  • Business knowledge related to customer databases and analytics software programs 
  • Experience using self-serve analytics tools and software programs (Word, PowerPoint, etc.) to develop data reports and published analysis
  • Proven success developing, presenting and evangelizing analyses that inform organizational decision making
  • Demonstrated ability to identify, analyze and objectively solve problems using sound judgment
  • Excellent written and verbal communication skills and experience interfacing with and senior management professionals
  • Proven capabilities to lead, develop and evolve an organization in an environment with growth, business change and the need to prioritize
  • Ability to work well cross-divisionally and to focus on company-wide priorities and objectives
  • Makes effective organization and people decisions in a manner consistent with REI's values and ethics
  • Uses business knowledge, functional expertise, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities
  • Consolidates information from various sources including feedback from others to reach sound decisions
  • Considers the ultimate impact of decisions and actions on internal and external customers

As required by applicable Pay Transparency laws, REI provides a range of minimum compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. The salary range for this position may be lower or higher in different markets.

The pay for this role is: $95,000 to $200,000 per year  
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

Posting Range
$95,000 to $200,000 per year
ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.