Head of Membership

Reports To: Director of CRM and Loyalty

Vision

At On, we believe in the power of movement and community; our membership program is the connective thread across our brand and commercial touchpoints, allowing us to identify and reward our most loyal customers, inspire them to move, and offer them the very best of On.

The Head of Membership will play a critical role in scaling our membership program to ensure it continues to support our overarching business strategy and drive long term impact. Nurturing Customer Loyalty is absolutely crucial to achieving our Long-Range Plan (LRP) ambitions, making this role central to our future growth.

Key Mission

Your mission is to build a thriving membership community that drives mutual value for our most loyal customers and our brand, through delivering a premium omnichannel membership program that has the final objective of increasing frequency of purchase and CLV. You will build and scale a rewarding benefits suite that deeply engages our community and drives the company's long-term business goals.

Your Mission

- Champion Membership at On: Serve as the internal voice of the member and the spokesperson for the membership program, ensuring that customer loyalty remains a central focus across business functions.
- Own the Benefits Suite: Create, manage and drive the yearly calendar of members' activations and benefits, ensuring that there’s always relevant and rewarding benefits that truly fit our brand mission and deliver value to our members.
- Strategic Leadership: Deliver and iterate on the overarching membership strategy utilizing a test and learn approach to ensure it acts as a key driver for our Long-Range Plan (LRP) and long-term business goals.
- Drive Scale & Operational Excellence: Oversee the daily operations of the membership program, ensuring we deliver premium omnichannel experiences that bring maximum value to our community and business.
- Personalization & Customer Understanding: Champion personalization initiatives across the membership experience. Leverage data and insights to drive a deep, nuanced understanding of our customers, allowing us to tailor interactions and anticipate their needs.
- Cross-functional Collaboration: As the key stakeholder to the Digital Loyalty Stream, collaborate closely to identify and deliver the experiences that bring the membership program to life across channels. Spearhead cross-functional collaboration across the rest of the business to deliver on the strategy and drive results, working closely with Digital, Commercial, Product, Retail, Events, and Marketing teams. 

Your Story 

- Experience: 7+ years of progressive experience in strategic planning, marketing, or a related field, with a demonstrated focus on customer-centric strategies.
- Specialization: 3+ years of dedicated experience building, managing, or optimizing Loyalty or Membership programs on a global or large-scale level.
- Leadership: Proven team leadership and change management skills, with the ability to inspire cross-functional teams and drive alignment towards a shared vision.
- Customer-Obsessed: Deeply passionate about understanding consumer behavior, with a strong background in leveraging insights to create highly personalized customer journeys.
- Strategic Thinker: Ability to connect daily operational initiatives to long-term business ambitions, specifically within the context of long-range corporate planning.

Meet the Team

We aren't just managing a database; we are building a global movement. The CRM and Loyalty team sits at the intersection of data, culture, and community, serving as the bridge between On’s physical running hubs and our digital ecosystem.

We are a collaborative, customer-obsessed powerhouse, partnering daily with Digital, Retail, and Marketing to turn casual runners into lifelong fans. We thrive on a "test-and-learn" mentality, treating our goals with the spirit of a high-performing sports team. Here, you'll lead the charge, shaping a premium experience that inspires our global community to keep moving.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.