Manager, Membership Lifecycle & Retention

American Optometric Association • St. Louis, MO

2d • Hybrid

About The Position

This position is based out of our main office in St. Louis, Missouri, but it is eligible for a hybrid schedule (up to 2 remote work days per week) in accordance with AOA's telecommuting policies. Ready to turn data into action and create member experiences that last? If you’re passionate about driving engagement, retention, and growth through smart automation and strategic insights, this is your opportunity to make a measurable impact in a mission-driven organization. PURPOSE As the Manager, Membership Lifecycle & Retention, you will own automated journeys and retention programs that improve first-year activation, renewal, and win-back. You’ll design and optimize lifecycle campaigns, leverage data to reduce churn, and equip our affiliates with plug-and-play retention toolkits—all to ensure members realize the full value of their AOA membership.

Requirements

• 3–6 years in lifecycle/CRM/retention or marketing automation; association or subscription experience preferred.
• Hands-on experience building and optimizing automated journeys (branching logic, testing, and QA).
• Proven ability to improve renewal/retention metrics and operationalize toolkits or playbooks.
• Proficient in Microsoft 365.
• Advanced email marketing platform user (Mailchimp or similar).
• Working knowledge of Personify, Salesforce (or similar AMS/CRM).
• Comfortable with basic HTML email edits and troubleshooting rendering issues.
• Strong communication skills and a collaborative team player.
• Expertise in organizing workflows and managing deliverables.
• Proactive and resourceful, with the ability to identify gaps and optimize processes independently.

Nice To Haves

• Bachelor’s degree in marketing, communications, information systems, or related field preferred.

Responsibilities

• Design and maintain lifecycle programs: onboarding (30/60/90), renewal, save-a-cancel, win-back, and reactivation across email/SMS and other channels.
• Build at-risk segments using tenure, payment status, and engagement; run targeted save plays with Member Services and affiliates.
• Publish monthly retention dashboards with cohort views; recommend experiments and ship improvements.
• Create and maintain the Lifecycle Toolkit for affiliates: templates, journey maps, copy blocks, segment logic, training, and QA checklists.
• Intake, scope, and prioritize automation requests; manage a simple backlog and release notes visible to stakeholders.
• Partner with Acquisition colleagues on join-to-onboarding handoff and early activation goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager