Retention and Engagement Manager

AAA Club Alliance•Wilmington, DE

9h•Hybrid

About The Position

AAA Club Alliance is hiring a Retention and Engagement Manager to lead the development and execution of member engagement and retention initiatives. The role advances AAA’s Member Value Scorecards, personalization strategy, and loyalty frameworks by connecting strategy, data, digital product, and marketing. It develops personalized, segment-based programs that help members understand and use the full value of their membership beyond roadside assistance, translating insights into programs that reduce churn, increase lifetime value, and support membership retention and growth. The manager leads engagement initiatives across email, web, mobile app, and account channels; develops segmented retention strategies across the membership lifecycle; and supports the design and evolution of loyalty and recognition frameworks. The position also manages concurrent, large-scale cross-functional initiatives and develops reporting frameworks to track engagement, retention, and value utilization. This is a hybrid role with three days on-site weekly.

Requirements

Bachelor’s degree in Business, Marketing, Strategy, or a related field.
8+ years of experience in retention, lifecycle marketing, strategy, customer experience, or related roles.
Experience in membership, subscription, or loyalty-driven organizations.
Experience leading complex, cross-functional initiatives at scale.
Experience working with segmentation, personalization, and value reinforcement frameworks.
Experience leveraging data and reporting to inform strategic decision-making and priorities.
Strong understanding of personalization, segmentation, and lifecycle marketing strategies, with experience applying them to drive engagement and retention.
Proven success leading and managing complex projects, programs, and large-scale initiatives.
Ability to influence cross-functional partners, clarify decision rights, and drive accountability without direct reporting authority.
Ability to translate data and member insights into executable strategies that deliver measurable impact.
Familiarity with digital product and user experience concepts, including collaboration with product and technology partners on web and mobile initiatives.
Excellent communication and storytelling skills, including the ability to articulate strategy, performance, and recommendations to leadership and cross-functional partners.

Nice To Haves

Experience with marketing automation, CRM, analytics, data visualization, or experimentation platforms is preferred.

Responsibilities

Lead the development and execution of personalized member engagement initiatives across email, web, mobile app, and account channels.
Drive adoption and utilization of Member Value Scorecard and related benefit programs by aligning messaging, targeting, and digital experiences with member needs, behaviors, and lifecycle stages.
Partner with Marketing, Digital Product, and Data teams to operationalize segmentation and Next Best Action strategies for key member cohorts and lifecycle stages.
Design and execute segmented retention strategies to improve engagement, support on-time payments, and increase renewal rates.
Use data, behavioral insights, and predictive signals to identify, size, and prioritize opportunities to reduce churn and deepen member engagement.
Lead test-and-learn initiatives focused on personalization, targeting, and value messaging; evaluate results and optimize performance across member segments.
Support the design and evolution of loyalty and recognition frameworks that incentivize engagement and strengthen members’ emotional connection to AAA.
Identify opportunities to integrate rewards and value reinforcement into key member journey moments, including onboarding, pre-renewal, and milestones.
Monitor industry trends in loyalty and subscription models to inform future AAA offerings and enhancements.
Manage multiple concurrent initiatives and coordinate alignment across Membership, Marketing, Digital Product, Data Science, Operations, and Technology teams.
Lead complex projects, programs, and large-scale cross-functional initiatives, driving clarity, accountability, and momentum in a matrixed environment.
Build and maintain reporting frameworks for engagement, retention, and value utilization metrics; translate performance into actionable leadership recommendations.
Perform other job duties as assigned.

Benefits

Competitive annual salary; starting base compensation is $69,370–$106,111.
Annual bonus eligibility.
Comprehensive health benefits package, including medical, dental, and vision plan options.
Generous accrued paid time off; the benefits description also states 2+ weeks of PTO within the first year.
Eight paid holidays / paid company holidays.
401(k) plan with company match up to 7%.
Professional development opportunities and tuition or continual learning reimbursement up to $5,250 per year.
Paid time off to volunteer and company-sponsored volunteer events; one volunteer day per year is also specified.
Complimentary AAA Membership.
Health and Wellness Program.
Health Concierge Service.
Life insurance and short-term and long-term disability coverage.
Up to two weeks of paid parental leave.