Senior Director, Member Acquisition & Retention

(Usta) United States Tennis Association • Orlando, FL

320d • $150,000 - $185,000 • Hybrid

About The Position

The Senior Director, Member Acquisition & Retention is responsible for growing and maintaining a strong USTA Coaching membership base by developing and executing strategic acquisition campaigns, engagement initiatives, and retention programs. This role will oversee efforts to recruit coaches across all levels—professional, independent, grassroots, and volunteer—while ensuring long-term value for members through innovative benefits, digital tools, and community-building efforts.

Requirements

• 10+ years of experience in membership management, marketing, customer engagement, or program development within a sports, education, or association-based organization.
• Proven track record of driving membership growth and retention, with experience in subscription-based or community-driven organizations.
• Strong understanding of data analytics and CRM tools to track engagement and optimize member experiences.
• Experience in customer lifecycle management, including acquisition, engagement, retention, and win-back strategies.
• Ability to develop compelling membership benefits and engagement programs tailored to different segments of the coaching community.
• Excellent communication, leadership, and project management skills, with a strategic mindset and ability to execute.
• Passion for sports, coaching, and community-building, with an understanding of the tennis coaching ecosystem preferred.
• Confidentiality is a must.

Responsibilities

• Develop and execute a comprehensive acquisition strategy to increase USTA Coaching membership across all coaching levels.
• Identify and implement multi-channel marketing campaigns (digital, email, social, events, direct outreach) to attract new coach members.
• Partner with the facility engagement and outreach teams to drive membership enrollment through tennis facilities, schools, and grassroots programs.
• Leverage partnerships, influencers, and affiliates to amplify membership recruitment efforts.
• Optimize the membership sign-up process, reducing friction and improving conversion rates.
• Define and track key performance indicators (KPIs) related to new member acquisition.
• Develop and refine coach membership benefits, ensuring they provide tangible value to all coach segments.
• Work with the data & analytics team to track member engagement, identify trends, and adjust retention strategies accordingly.
• Enhance the USTA Coaching digital experience, optimizing the website, member portal, and Learning Management System (LMS) to increase engagement and satisfaction.
• Develop personalized engagement plans based on member lifecycle stages.
• Oversee and improve loyalty and renewal programs, ensuring high membership retention rates.
• Lead efforts to increase member satisfaction, measured through surveys, feedback, and Net Promoter Scores (NPS).
• Analyze membership growth, engagement patterns, and benefit utilization.
• Provide regular reporting on acquisition, engagement, and retention metrics to senior leadership.
• Work closely with the marketing, digital, education, and outreach teams to ensure a seamless member journey.
• Partner with the event team to develop in-person and virtual experiences that deepen member engagement.
• Collaborate with the coaching education team to ensure education offerings align with coach needs.

Benefits

• Hybrid with Flexibility approach combining remote working with in-office collaboration.
• Comprehensive benefits including medical, dental, vision, and life and disability insurance.
• Generous paid time off policy including vacation, sick, personal, and paid holidays.
• 401(k) with employer matching (up to 3%).
• Learning and Development programs and up to $5,000 for tuition reimbursement per academic year.
• Resources for mental health and overall well-being.
• Personalized health management program, pet insurance, commuter benefits, identity theft protection, and discounts with partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Personal and Laundry Services