Director of Community Ambassadors
Role OverviewPavilion is seeking a Director of Community Ambassadors to transform how we leverage our network of 70+ Chapter Heads and Functional Group Leaders to drive member engagement, retention, and growth. This role represents a strategic shift from primarily back-office support to proactive ambassador enablement—bringing these paid community leaders closer to our strategy, equipping them with better tools and incentives, and positioning them as trusted extensions of our HQ team. This position reports to the Company President and may transition to a VP, Member Experience in the future.Key ResponsibilitiesAmbassador Strategy & Engagement: Develop and execute strategies to activate Chapter Heads and Functional Group Leaders as effective ambassadors.
Create toolkits, playbooks, and best practices that help them drive local engagement. Design incentives beyond current compensation to motivate increased member connection. Build a community of practice for peer learning across cities and functional groups.Operational Excellence: Manage all operational aspects including budget allocation, compensation calculations (% of membership ARR for Chapter Heads), reimbursements, and event logistics. Develop scalable systems that grow with our expanding network.
Track performance metrics including event attendance, member introductions, channel engagement, and retention impact.Member Experience: Partner with ambassadors to create exceptional member experiences. Attend select chapter events to connect with members and support ambassadors. Train ambassadors on welcoming new members and facilitating meaningful connections. Collaborate with marketing and growth teams to leverage ambassadors for member acquisition and referral programs.Required Qualifications5-8 years managing community, ambassador/advocate programs, or field marketing with success leading distributed networksStrong operational skills: budget management, compensation structures, reimbursements, and scalable processesMarketing and/or business development acumen with strategic thinking about acquisition, engagement, and retentionExceptional interpersonal skills with natural ability to build relationships, inspire action, and represent the organization at eventsData-driven mindset with ability to track metrics and make decisions based on insightsPassion for delivering exceptional experiences and understanding what motivates paid community leadersExperience with community platforms (especially Slack) and event management tools preferredKey Performance IndicatorsSuccess in this role will be measured by:Member Net Promoter Score (NPS)Gross Revenue Retention (GRR)Member retention ratesAmbassador engagement and satisfaction metricsIdeal Candidate ProfileYou're energized by people and community, with a natural ability to connect individuals and create inclusive experiences.
You balance strategic thinking with operational execution—you can envision how to activate ambassadors as evangelists while building the systems to support them. You're a builder comfortable with ambiguity who can inspire and motivate paid community leaders without direct authority. You're wired for creating memorable experiences and instinctively think about how every interaction adds value. You're comfortable representing Pavilion at events, mingling with members, and bringing authentic energy to conversations.Why This Role MattersHigh-quality engagement drives member retention, and our Chapter Heads and Functional Group Leaders are the frontline.
They organize the dinners where members form lasting relationships, make the introductions that help new members connect, and spark the Slack conversations that keep members engaged. While these ambassadors receive modest compensation, they're primarily motivated by the mission and the platform. With the right support, tools, and strategic direction, they can become our most powerful engine for member engagement, retention, and growth. This is your opportunity to build the infrastructure that transforms good ambassadors into great ones.
