Director, Membership Retention Strategy

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

Position Summary:

This position is accountable for developing and executing strategies to maximize Membership engagement, loyalty, and lifetime value with the ultimate goal of meeting established renewal count and revenue targets while creating members for life.  This role is responsible for delivering a measurable impact to retention results and lowering overall membership attrition.

The Director will lead teams both directly and indirectly; primary areas of responsibility include: owning the onboarding and lifecycle marketing of ACA’s geographically diverse membership base; partnering cross-functionally across all AAA product lines, data science, digital technology/CRM and customer service teams to improve the member journey from day one and drive long-term engagements; 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 available
• 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:

• Own and evolve the Member retention marketing strategy by focusing on onboarding, engagement, cross-sell and upsell.
• Be accountable for developing and managing expected outcomes of internal renewal data models such as attrition decile scoring, offer testing and management, and reduced churn success measures.
• Lead and manage teams, both directly and indirectly, to achieve strategic priorities and business line goals through effective communication, delegation, and support. 
• Design and oversee execution of personalized multi-channel lifestyle journeys (i.e. email, push, in-branch, etc.) that reflect user behavior and segment.
• Implement data-driven segmentation and personalization strategies within the breadth and depth of the club’s MarTech stack.
• Partner with appropriate internal areas to ensure onboarding flows are intuitive and value-driven within the first 30 days. 
• 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.
• Collaborate closely with digital technology and services team to ensure modernized payment capabilities and renewal processes remove member friction points and increase member satisfaction.
• Create and manage AAA’s Personalization strategy delivering increased retention, response and conversion rates to all products/services and performance interactions (digital adoption, email collection, app downloads, etc).
• 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).
• Build and maintain relationship with Distribution, all other channels and support areas to build awareness of retention marketing efforts. Collaborates with business lines to leverage ACA products and services to expand their knowledge of the value of membership with the intent of educating members.
• Perform other duties as assigned.

Minimum Qualifications:

• Bachelors’ Degree in Marketing, Advertising, Communications, Business, or related field required.
• Minimum 10 years of related experience required; experience in strategic business planning and/or marketing preferred.
• Minimum 5 years of leadership or management experience required. 
• Experience with Adobe MarTech stack and Salesforce CRM preferred.
• Proven ability to build and scale retention marketing programs within a mar-tech stack.
• Deep expertise in lifestyle and value-biased marketing with a focus on onboarding, engagement, and churn mitigation.
• Fluency in key digital marketing channels including email, push notifications, and in-app experiences.
• 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.

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.

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