Head of Member Experience

PhenomenalM | Remote | Personal Development & Digital Education

We're looking for an exceptional Head of Member Experience to build, lead, and continually improve the member journey at PhenomenalM.

This isn't a traditional Community Manager role.

It's a hands-on leadership position for someone who loves creating extraordinary member experiences, building scalable systems, leveraging AI, and driving measurable business results.

We're looking for someone who can think like a Director while executing like an Operator.

Someone who says:

"I'll identify the problem, build the solution, automate what I can, measure the results, and keep improving it."

If that sounds like you, keep reading.

The experience we are creating: See Instagram here: https://www.instagram.com/by.dzanella

Over the next 12 months, we're focused on:

Increasing member retention, renewals, and repeat purchases. Growing testimonials, referrals, and member advocacy. Creating an exceptional journey from purchase to long-term loyalty. Building AI-powered systems that scale without continually growing the team. Reducing founder dependency through smart systems and automation. Our belief: When members get real results, retention and revenue naturally follow.

This Role Is Perfect for Someone Who...

Loves building things from scratch. Thinks from an experiential place and enjoys making the experience come to life. Takes ownership without needing constant direction. Is AI-forward, tech-savvy, and excited to learn how to build AI employees and automated workflows. Understands how member experience impacts retention and revenue. Uses data to identify problems and improve results. Loves creating memorable experiences that members rave about. Can build, document, and optimize systems that run without them. What You'll Own

Member Experience & Transformation

Design and improve the complete journey from purchase through transformation. Create exceptional onboarding and member engagement experiences. Identify struggling or disengaged members and proactively improve their experience. Track member results, feedback, and success stories. Retention & Revenue

Increase member retention, renewals, and repeat purchases. Contribute to ideas that improve customer lifetime value. Build member advocacy, referral, and testimonial systems. Identify opportunities to improve the customer journey and reduce churn. AI & Systems

Build and improve AI-powered member support and success workflows. Learn to create and manage AI employees that reduce repetitive work. Automate, document, and continually optimize processes. Create scalable systems that reduce founder and team dependency. Own & Continuous Improvement

Identify problems, propose solutions, and execute independently. Monitor KPIs and member insights. Recommend and implement improvements. Collaborate with leadership and support the team. Personally jump in and execute wherever needed. Success Will Be Measured By

Member Retention & Renewal Rate Repeat Purchase Rate & Customer Lifetime Value Member Transformation & Success Stories Member Engagement & Satisfaction Referrals & Testimonials Onboarding & Activation AI Automation & Operational Efficiency Performance bonuses are available for measurable improvements in member retention.

Experience We're Looking For

The strongest candidates will have experience in:

Digital education, coaching, membership, or subscription businesses. Customer success, member experience, or community leadership. Improving retention, renewals, and customer lifetime value. Building systems, automations, and efficient workflows. Using AI tools or demonstrating the ability to quickly learn and implement them. Experience in personal development or founder-led digital businesses is a strong advantage.

We're not looking for someone who simply maintains what exists. We want someone who builds what comes next.

The Details

Work: Remote Working language: English — fluent written and spoken Hours: Your own schedule. Plan on 30+ hours per week. Pay: Fixed monthly fee. Tell us yours in the application form. Bonus: Performance-based incentives tied to increasing member retention. Start: ASAP