Director, Membership Retention Strategy

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

Position Summary:

The Director is accountable 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+ year