Director, Member Experience & Lifecycle Marketing

FoundersCard is hiring a Director, Member Experience & Lifecycle Marketing to own our members' experience from the moment they join through every renewal. This is a hands-on retention and lifecycle marketing role for someone who is obsessed with member feedback, catches churn risk before it happens, and builds the campaigns and cross-functional fixes that turn insight into renewals. This role is based in our Spring/Houston office.

This is an in-office role requiring 4-days a week at the Spring, Texas office*

What You'll Own

• Own the strategy, build, and execution of lifecycle and email marketing programs-including nurture streams, triggered/behavioral campaigns, onboarding sequences, and customer lifecycle communications-aligned to engagement and pipeline goals.

• Build and operate a retention early-warning system, using behavioral signals like login frequency, benefit redemption, and support sentiment to flag at-risk members before they consider canceling.

• Personalize retention interventions based on past member behavior, location, and other available data rather than one-size-fits-all outreach.

• Own the voice-of-member feedback loop-NPS/CSAT, and themes from support conversations-and act as the internal advocate pushing that feedback into product, benefits, and partnership decisions.

• Partner closely with Member Support, the team talking to members daily and surfacing risk and friction signals first.

• Track benefit-level performance and friction, identifying which benefits drive renewal versus which generate disproportionate complaints, and work with Partnerships to fix, improve, or retire underperforming ones.

• Personally build, configure, and analyze lifecycle email marketing workflows-renewal sequences, at-risk saves, and re-engagement campaigns-from strategy through execution.

• Use AI tools to work more efficiently, from speeding up analysis to accelerating campaign and creative production.

What Success Looks Like

You'll build a member experience that measurably reduces churn, with:

• A churn-risk model that flags at-risk members early enough to act, with a growing save rate on outreach.

• Rising NPS/CSAT scores and a consistent flow of member feedback that gets acted on.

• Clear visibility into which benefits drive renewal versus friction, and a track record of fixing or retiring the ones that don't.

• Faster time-to-first-value in onboarding, so new members see the value of membership sooner.

• A tight, trusted partnership with Member Support that catches risk earlier.

What You Bring

• 7+ years in retention, member/customer experience, or lifecycle marketing, ideally at a membership, subscription, or loyalty-driven business

• Hands-on email marketing expertise is required - proven experience personally building, deploying, and analyzing automated email/lifecycle workflows, not just directing an agency or team

• HubSpot experience is a strong plus

• Comfort working cross-functionally with Support, Partnerships, and Product

• Experience building or operating a churn-risk or member health-scoring framework

• Proven track record preventing or positively impacting churn by implementing data-driven retention processes and strategies - personalizing interventions based on past member behavior, location, and other available data rather than one-size-fits-all outreach

• Fluency with AI tools to work efficiently - using them to speed up analysis, draft and test campaigns faster, and generate or refine design/creative assets

• A genuine obsession with the member's experience - someone who treats every piece of feedback as actionable data, not noise