• Director, Membership Retention Strategy

    AAA Mid Atlantic (Wilmington, DE)


    AAA Club Alliance is hiring for a Director, Membership Retention Strategy to join our team!

    Position Summary:

    The Director is a ccountable for retaining Members across the Club’s multi-state footprint through the development and execution of a measurable and impactful member retention strategy. Key areas of focus include delivering measurable improvements in Membership acquisition and renewal distribution channel performance, member engagement and loyalty, product penetration and utilization, and lifetime value.

     

    This position will lead teams both directly and indirectly. Primary areas of responsibility include setting the strategic direction for member retention; membership product design and management; onboarding and activation of member lifecycles; analyzing renewal performance; and being accountable for developing and refining customer segmentation strategies within a test, measure, and scale environment

    What We Offer:

    + The starting base compensation for this position is: $115,528-$202,200*

    + Eligibility for Annual Bonus

    + Hybrid schedule (3 days on-site weekly)

    + Health & Life Insurance

    + 3+ weeks of paid time off accrued during your first year

    + 401(K) plan with company match up to 7%

    + Tuition Reimbursement and Professional Certification Opportunities

    + Paid time off to volunteer & company-sponsored volunteer events throughout the year

    + Other benefits include a complimentary AAA Premier Membership, Health & Wellness Program, Health Concierge Service, and Short Term/Long Term Disability

    * The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.

    Primary Responsibilities:

    + Develop and execute a comprehensive strategy to drive retention, cross-selling and up-selling within the Club’s member-facing distribution channels.

    + Champion digital transformation and process optimizations by leveraging modern technologies to streamline operations, remove renewal friction points and increase overall member satisfaction.

    + Own and evolve the Member retention strategy through personalization, onboarding, engagement, product penetration, and value reinforcement.

    + Oversee the development and expected outcomes of internal data science models such as attrition decile scoring, offer testing and management, and reduced churn success measures.

    + Drive cross-functional collaboration aimed towards integrating retention into product design, service delivery and digital experiences.

    + Manage large-scale budgets and resource planning to support strategic initiatives.

    + Align product strategies with total membership growth goals and revenue targets; Make informed recommendations about product investments and prioritization based on financial analysis, market and competitive research.

    + Partner with sales channel leaders to ensure an understanding of the go-to-market plans for acquisition and renewal programs.

    + Analyze member data and operational processes to improve member experience and reduce churn. Present insights and recommendations to senior leadership for growth planning.

    + Lead and manage teams, both directly and indirectly, to align membership sales and retention efforts with broader business goals.

    + Oversee the development and deployment of tools, analytics, and technologies that enable proactive and personalized retention efforts.

    + Implement data-driven segmentation and personalization strategies within the breadth and depth of the club’s MarTech stack.

    + Analyze retention performance and lead experimentation to optimize monthly retention and reduce attrition.

    + Develop and refine member segmentation strategies to address the needs of both single and multi-product and service engagement groups.

    + Maintain strong cross-functional collaboration with other departments such as Member Experience, Digital Services, Marketing, and Operations.

    + Responsible for the design and implementation of member billing communications including timing and frequency to meet desired renewal outcomes.

    + Collaborate with the membership leadership team on establishing, measuring and achieving annual club total membership goals (counts and revenue targets).

    + Perform other duties as assigned.

    Minimum Requirements/Qualifications:

    + Bachelor’s degree in business, marketing, product development, or related field required.

    + 10+ years of experience in customer retention, service operations or customer experience.

    + Extensive experience in strategic business planning is required.

    + 5+ years leading a team or other managers is required.

    + Experience with Adobe tech stack and Salesforce CRM preferred.

    Knowledge, Skills and Abilities:

    + Demonstrated success in leading large teams and driving enterprise-level transformation.

    + Proven ability to build and scale digitally focused retention programs.

    + Deep expertise in life-time value and customer engagement strategies with a focus on onboarding, product penetration, and churn mitigation.

    + Ability to think across complex customer journeys with overlapping product touchpoints.

    + Strong analytical skills with a track record of using data to drive performance decisions.

    + Excellent cross-functional collaboration skills within both in-person and virtual environments.

    + Customer-first mindset and ability to advocate for seamless member experiences.

    + Flexibility to quickly adapt priorities and resources as needed.

    Full time Associates are offered a comprehensive benefits package that includes:

    + Medical, Dental, and Vision plan options

    + Up to 2 weeks Paid parental leave

    + 401k plan with company match up to 7%

    + 2+ weeks of PTO within your first year

    + Paid company holidays

    + Company provided volunteer opportunities + 1 volunteer day per year

    + Free AAA Membership

    + Continual learning reimbursement up to $5,250 per year

    + And MORE! Check out our Benefits Page (https://cluballiance.aaa.com/careers/benefits) for more information

     

    ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

    Job Category:

    Management