Director - Membership Operations

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work.

The Director, Membership and Operations leads the development and implementation of strategies focused on driving membership growth, retention, and engagement. This role involves overseeing membership operations, membership systems and technology and analyzing membership data. Responsibilities also include managing the membership budget, leading and mentoring a team, collaborating with other departments, ensuring compliance, monitoring member satisfaction, and remaining up-to-date with industry best practices.

ESSENTIAL FUNCTIONS

• Member Experience
  • Develop strategies and lead implementation of channel specific initiatives to continuously improve the overall Member experience
  • Identify and resolve issues that impact Member satisfaction, working cross-functionally with other departments as needed
  • Analyze Member data and feedback to identify trends, develop insights and opportunities for improvement
  • Oversee the development. execution and optimization of Member onboarding, loyalty and retention marketing campaigns across various channels including Social, email and direct mail.

• Marketing Planning & Execution
  • Serve as the voice of the Member for assigned areas of responsibility
  • Develop marketing strategies, initiatives and tactical plans based on a foundation of analytics and insights to support business unit goals
  • Partner internally and externally to develop and execute plans which could include advertising, promotions, PR and sales collateral

• Business Operations
  • Drive operational efficiency by optimizing processes and workflows to ensure that Member interactions are handled efficiently and effectively
  • Partner internally and externally to design and execute process enhancements and communicate to stakeholders
  • Monitor key performance metrics and develop action plans to address any areas of concern

• Business & Project Management
  • Develop annual business plans based on external trends, Member insights / analytics and business unit priorities
  • Create project plans, track progress, and communicate updates to stakeholders.
  • Create reports and presentations for senior management that outline performance, trends, and improvement initiatives

KNOWLEDGE AND SKILLS

• Strong analytical skills and experience using customer data to drive decision-making
• Excellent communication, presentation, and interpersonal skills
• Ability to work collaboratively with other departments and stakeholders
• Strong project management skills and ability to manage multiple projects simultaneously

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Requirements:
  • Bachelor's degree in business administration. marketing, or a related field
  • 8 years of combined leadership experience in marketing management, customer experience, operations management and/or product management

• Preferred Requirements:
  • MBA

WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS

This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds). Approximately 98% of time is spent using a video display terminal.

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We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $149,109.00 - Mid: $166,315.00- Max: $183,518.00

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