Member Engagement & Retention Manager

AAA Mountain West Group • Walnut Creek, CA

1d • $132,465 - $198,697 • Hybrid

About The Position

This role reports to the Director of Membership Retention Strategy and drives initiatives that improve member engagement, loyalty, and retention. Sitting at the intersection of strategy, digital product, and marketing, this role turns insights into initiatives and programs that reduce churn and increase lifetime value, contributing directly to AAA’s overall membership growth and retention strategy. NOTE: This role is hybrid and requires 3 days a week in our Walnut Creek, CA office.

Requirements

• Familiarity with digital product and experience concepts — proven experience working with product and technology partners on web and mobile initiatives.
• Demonstrated ability to build and launch initiatives that improve engagement, retention, or LTV.
• Ability to translate data and Member insights into concrete, executable initiatives.
• Excellent written and verbal communication skills; strong presentation skills with the ability to tailor messaging to different audiences.
• Comfort with ambiguity; ability to structure work independently and push initiatives forward without a fully defined roadmap.
• Strong cross-functional influencing skills with a track record of driving alignment across stakeholders at varying levels.
• Bachelor's degree in Business, Marketing, Strategy, or a related field.
• 8 years of experience in strategy, operations, product, retention or customer engagement, e-commerce, marketplace, or digital-first businesses.

Nice To Haves

• Experience in membership, subscription, or loyalty program environments.
• Experience using data and analytics tools (i.e: Looker, Tableau) to inform strategy and measure program performance

Responsibilities

• Member Engagement & Initiative Management Drive digital retention and engagement initiatives across web, mobile app, and account experiences from concept through launch and optimization, serving as the connective layer between Membership, Digital Product, Marketing, and Technology teams.
• Monitor initiative performance and synthesize findings into clear recommendations, while staying current on trends in digital engagement and loyalty to surface new opportunities for AAA.
• Retention Strategy & Execution Partner with the Director of Membership Retention Strategy to develop and execute retention initiatives that reduce churn and deepen Member engagement across the membership lifecycle.
• Proactively utilize data and insights to identify opportunities to improve engagement, drive on time payments and reduce churn through initiatives spanning Marketing, Operations, Product, and Technology.
• Program Management & Cross-Functional Collaboration Manage multiple concurrent initiatives with rigor, driving each to completion by aligning cross-functional stakeholders, leading meetings, and maintaining momentum in a matrixed environment.
• Build program tracking and reporting frameworks that keep leadership informed on initiative status and outcomes, and communicate complex problems and solutions with clarity and concision.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees