Head of Memberships

COMPANY: FLIGHTSTORY

REPORTS TO: DIRECTOR OF COMMERCIAL GROWTH

We are a media company and investment fund, and we’re on a mission to elevate the stories, build the communities, and support the founders that inspire a happier, healthier humanity. We scale creator-led new media IP and operate an investment fund and venture studio.

• Build and operate a world-class membership product behind The Diary Of A CEO, turning our audience into highly engaged, long-term members.

• You will be responsible for the day-to-day performance, experience, and evolution of our membership product, ensuring it consistently delivers value, drives engagement, and retains members over time.

• You will focus on what members receive, how the experience works, and why it is worth paying for; translating audience trust into a compelling, ongoing value-add product.

• You will work closely with Marketing, Product, Content and Community to ensure the membership is tightly integrated into the wider DOAC ecosystem.

• You will ensure that members not only sign-up, but activate quickly, engage regularly, and deepen their relationship with us over time.

• Build a repeatable membership framework which can be used for other creators within the Flight Story portfolio.

• Membership Product Ownership: Define and continuously improve what members receive - including content, experiences, and benefits. Use of product and audience insights to inform experimentation and new initiatives.

• Retention and Lifetime Value: Improve retention, engagement, and LTV through lifecycle design, ongoing value delivery and churn reduction initiatives.

• Lifecycle & Experience Design: Own key lifecycle moments including sign-up and onboarding, activation and engagement, upgrades, cancellations and winbacks.

• Product Operations & Delivery: Own the day-to-day running of the membership product, ensuring all content is published consistently and at a high standard, and other benefits are delivered as promised to the members.

• Oversee subscription mechanics: Lead on all technical and operational considerations for the subscription revenues, Including billing flows and payment issues, trial periods and promotional offers, and territory specific considerations (GDPR, UK DMCCA, etc).

• Insight, Segmentation and Optimisation: Develop a deep understanding of member behaviour across different cohorts and segments. Identify what drives engagement, retention, and value for different audience groups. Translate insights into clear, prioritised product improvements.

• Experimentation & Continuous Improvement: Lead structured experimentation to test new ideas, formats, and features. Continuously improve onboarding, engagement loops, and lifecycle journeys.

• Cross-functional relationships: Work closely with colleagues from Marketing, E-Commerce, Content / Editorial, and Partnerships to deliver a best-in-class membership proposition.

• You help evolve the membership into a core, high-value part of the D2C ecosystem

• Members understand, experience, and evangelise the product value beyond the DOAC community

• Retention and engagement improve over time, with clear data on what is driving performance and an iterative, experimental approach to testing new features

• Members receive outsized value that transcends beyond content and through to interactive features and experiences

• The membership product is operationally sound, with minimal downtime and efficient processes to handle subscriber queries

• You build scalable lifecycle systems that improve over time and are relentlessly focused on providing value to both new and existing subscribers

• You are a trusted partner in shaping product evolution, while maintaining strong execution ownership

• Product ownership mindset: Comfortable owning a product end-to-end, with a focus on value and continuous improvement. You have experience in managing digital platforms, including content publishing, copywriting and data analytics

• Lifecycle & retention expertise: Deep understanding of onboarding, activation, engagement, and churn dynamics

• Customer obsession: Strong instinct for what users value and how to improve their experience

• Analytical thinking: Ability to translate data and insight into clear product decisions

• Project management: You are disciplined in your approach to project management and equally competent overseeing a diverse range of workstreams - from digital products through to partnerships and IRL experiences

• Execution & delivery: You work quickly and effectively, implementing new features and initiatives in an iterative way and adapting based on data-driven insights

• Commercially-minded: You are comfortable with subscription economics and tracking key metrics from acquisition through to retention and LTV.

• Collaboration & cross-team alignment: You work seamlessly with colleagues from across the wider business to ensure a collaborative approach to building and servicing the membership community.

• Innovation & Experimentation mindset: You do things differently, questioning the norm and finding smarter, more creative ways forward. You’re constantly exploring new formats, features, and experiences to push the product ahead, using experimentation to drive innovation.

• Employment Type: Full-time
• Location: London, UK (Onsite)