Senior Manager, Member Lifecycle & Communications

The Senior Manager, Member Lifecycle & Communications is responsible for turning CFA Institute’s membership proposition into a coherent, relevant, and well-governed experience across the member lifecycle.

This role sits at the intersection of lifecycle strategy, member engagement, and communication governance, ensuring that members recognise the value of membership, stay engaged at every stage of their journey, and choose to renew.

Working closely with teams across Membership Marketing, Central Marketing, CRM and Analytics, Member Value, Membership Operations and global stakeholders, this role translates membership value propositions, messaging inputs and member insight developed with Membership Product Marketing into connected lifecycle journeys and well-governed communications that improve retention, engagement, and member satisfaction.

What You'll Do

• Member Lifecycle Strategy & Experience• Own the member lifecycle from onboarding through engagement, renewal, advocacy and reactivation, designing connected journeys by membership class, tenure, and segment
• Identify and strengthen the moments across the lifecycle that most influence value recognition and retention
• Ensure a coherent member experience across channels and teams, integrating benefits, society value, and community participation into the journey Retention & Renewal
• Lead segmented onboarding and renewal strategies, including the Associate first-year engagement programme
• Design targeted interventions for first-year members and higher-risk segments and markets
• Partner with Membership Product Marketing to ensure renewal communications carry a compelling and relevant value caseMember Engagement• Lead lifecycle engagement orchestration and value-recognition communications across the member lifecycle
• Own the member journey and communication orchestration strategy, alongside milestone, recognition and advocacy communications
• Grow society affiliation among existing members by integrating society value into onboarding, engagement and renewal communicationsCommunication Strategy & Governance
• Own the member communication policy and calendar, managing channel, frequency, cadence, sequencing and contact pressure
• Set editorial and communication-quality principles, and govern mandatory, operational, voting and policy communications
• Protect member attention and reduce over-communication by challenging low-value communication requestsPerformance & Optimisation
• Lead communication and journey testing and optimisation across cadence, format, and channel
• Monitor engagement, retention, and renewal drivers, connecting engagement signals to renewal behaviour
• Work with analytics and CRM teams to refine lifecycle journeys and continuously improve retention and engagement Collaboration & Stakeholder Engagement

This role works closely with teams across the organisation, including:

• Membership Product Marketing
• Central Marketing
• CRM & Marketing Automation
• Enterprise and Marketing Analytics
• Member Value
• Membership Operations
• Regional membership leads
• Society Relations

• The role requires the ability to navigate a complex, global stakeholder environment and to protect a coherent member experience while balancing member needs, organisational priorities, and operational realities, both at a global and regional level.
• This role contributes directly to the organisation’s retention and engagement goals

Key performance indicators are:

• Member retention rate (overall and first-year)
• Associate retention rate
• Renewal engagement and conversion rate
• Member engagement rate• Member NPS / satisfaction score
• Communication effectiveness and contact-pressure measures
• Existing-member society affiliation conversion rate

We offer a comprehensive benefits package to support our employees, including health coverage, generous time off, competitive retirement plans, flexible work options, and wellbeing and development programs. You can learn more on our careers site: Working at CFA Institute | Comprehensive Benefits

Work Authorisation and Sponsorship

Applicants who currently require, or may in the future require, visa sponsorship to work in the country where this role is based should be aware that CFA Institute does not normally provide visa sponsorship for new employees and does not anticipate doing so for this position.

Location Eligibility

Applicants should be aware that this position is approved for hire only in the location(s) listed in this job posting. Eligibility will be assessed based on an applicant's current ability to work from a location listed in this job posting at the time of application, and CFA Institute is unable to progress applications from individuals who are currently unable to work from the advertised hiring location(s), including where relocation is planned for a future date.

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We are an Equal Opportunity Employer. CFA Institute prohibits both discrimination and harassment with regard to all identifying characteristics: any individual employee, group of employees, or prospective employee on the basis of race, color, national origin, citizenship or immigration status, religion, creed or belief, age, marital or partnership status, marital or family status, care giver status, pregnancy and maternity, sexual and other reproductive health decisions, physical abilities/qualities, disability, sexual orientation, gender, gender identity or expression, predisposing genetic characteristic, military or veteran status, status as a victim or witness of domestic violence or sex offense or stalking, unemployment status, infectious disease carrier status, migrant worker status, educational background, socio-economic status, geographic location and culture or any other basis protected by applicable law. This policy impacts all aspects of employment, including but not limited to, recruitment, hiring, compensation, training, development, promotion, demotion, layoff, recall, furlough, transfer, leave of absence, and dismissal. This is a global policy that applies to all CFA Institute employees, regardless of location.

If, due to a disability or current medical condition, you need an accommodation or assistance to complete a job application, you can request one at any stage of the recruitment process. Please send an email to [email protected] noting the accommodations or assistance you are requesting. Please do not include any medical or health information in this email. We will review your request and contact you to discuss the possible options and arrangements. We will try our best to provide you with an accommodation or assistance that meets your needs and respects your preferences.