Sr. Director, Marketing & Growth Solutions

Summary

Across 170 countries, internal auditors trust the IIA to represent their profession, advance their careers, and connect them to a global community. That trust is built and sustained through membership, and the IIA is looking for an exceptional leader to take it to the next level.

The Senior Director of Membership Growth & Experience owns the IIA’s membership strategy, growth, and service delivery across both individual and group membership, strengthening member value, engagement, and retention in support of its mission. This is a high-visibility, high-impact role at the center of the IIA’s growth agenda, with the organizational mandate, cross-functional partnerships, and leadership platform to make a meaningful difference for a profession that matters.

The Senior Director is accountable for the complete member lifecycle, from strategy and pricing through acquisition, onboarding, engagement, retention, and win-back, ensuring every stage advances the IIA’s mission to champion the profession. This leader builds the systems, partnerships, and experiences that turn members into long-term advocates across chapters, volunteer networks, and internal teams. This role leads a member-facing team, with every interaction treated as an opportunity to strengthen the member relationship and demonstrate the IIA’s value.

The right leader will see this not as a role to fill but as an opportunity to shape, bringing a growth mindset, commercial instincts, and a genuine passion for the profession to one of the most consequential membership roles in the association world.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Membership Strategy & Pricing

• Own the IIA’s end-to-end membership strategy across B2C and B2B segments.
• Develop, maintain, and evolve the membership pricing architecture and bundled offerings.
• Conduct pricing reviews against market benchmarks, member value data, and competitor positioning.
• Build and continuously refine acquisition and retention strategies that reflect a clear value proposition, defined market segments, and scalable service delivery.

Member Growth & Engagement

• Drive member acquisition, onboarding, and retention across all career segments, including students, early-career professionals, credential candidates, and experienced practitioners.
• Build and scale the go-to-market strategy for individual and group memberships, including enterprise value propositions, account-level engagement models, and renewal and expansion strategies.
• Own member NPS, engagement score, renewal rate, and group account retention as primary performance indicators.
• Lead editorial strategy, member communications, and thought-leadership programs that reinforce the IIA's value in the daily professional lives of members.

Member Experience

• Lead North American chapter and community strategy, setting member experience standards while preserving local flexibility and partnering with regional leadership on international priorities.
• Develop scalable enablement resources and tools that equip chapter and volunteer leaders to deliver consistent, high-quality member experiences.
• Own the member-facing customer support function, setting quality standards, service-level agreements, and escalation frameworks, using member feedback and data to drive continuous improvement.
• Build a team culture where every member interaction is treated as a retention touchpoint, with the knowledge, tools, and authority to resolve issues quickly and with empathy.

CORE COMPETENCIES

Education & Experience

• 10+ years of progressive experience in membership, subscriber growth, customer success, or a related field, with meaningful exposure to both individual (B2C) and corporate (B2B) audiences. Equivalent experience and non-linear career paths are welcomed.
• Experience designing or managing membership pricing, tiered models, or group packages.
• Background leading customer service or member services teams with accountability for quality and continuous improvement.
• Familiarity with chapter networks, volunteer leadership, or distributed community programs.
• Bachelor's degree required; Masters/MBA preferred.

Strategic Leadership

• Translates organizational strategy into clear, actionable membership plans with measurable outcomes.
• Comfortable leading complex initiatives from concept through execution, including pricing, new membership models, and enterprise programs.
• Balances big-picture thinking with hands-on execution and brings others along in the process.

Member Empathy & Experience

• Deeply curious about what members need at every stage of their career and passionate about building experiences that deliver genuine value.
• Uses member feedback, data, and behavioral insights to continuously improve the experience and reduce churn.
• Designs journeys that make members feel seen, supported, and connected to the profession.
• Broad understanding of membership models, pricing strategy, B2C and B2B marketing, and community management.

Community & Collaboration

• Builds trusted relationships with chapter leaders, volunteer networks, and internal teams across functions.
• Energized by the community dimension of association work and understands that chapters are the IIA's most powerful local asset.
• Creates environments where volunteers and staff feel enabled, valued, and set up to succeed.

Communication & Influence

• Communicates complex strategies clearly and persuasively across a wide range of audiences, from front-line staff to senior leadership.
• Listens actively, builds consensus, and brings stakeholders along through change.
• Represents the IIA and the profession with diplomacy, credibility, and care.

Analytical Thinking

• Comfortable with data and uses it to inform decisions, test assumptions, and drive program improvement.
• Applies subscription economics, renewal mechanics, and member journey analytics without losing sight of the human experience behind the numbers.

People Leadership

• Leads with empathy and accountability, creating a team culture where people do their best work.
• Invests in developing talent and building a team that reflects the diversity of the members it serves.
• Holds the team to a high standard of service while fostering a supportive, growth-oriented environment.

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.