Retention and Engagement Manager

AAA Club Alliance · Wilmington · $69,370–$106,111 (stated in the posting)

AAA Club Alliance is hiring for a Retention & Engagement Manager to join our team! The Retention and Engagement Manager leads the development and execution of member engagement and retention initiatives that advance AAA’s Member Value Scorecards, personalization strategy, and loyalty frameworks. The role connects strategy, data, digital product, and marketing to create personalized, segment-based programs that help members understand and use the full value of their membership beyond roadside assistance. This position is responsible for translating insights into programs that reduce churn, increase lifetime value, and support AAA’s membership retention and growth strategy.

What We Offer You:

As part of our team, you’ll enjoy a total rewards package designed to support your well-being, growth, and work-life balance. Our package includes:

Competitive annual salary; the starting base compensation for this position is: $69,370-$106,111*
Annual Bonus Eligibility
Hybrid schedule (3 days on-site weekly)
Comprehensive health benefits package
Generous accrued paid time off + 8 paid holidays
401(K) plan with company match up to 7%
Professional development opportunities and tuition reimbursement
Paid time off to volunteer & company-sponsored volunteer events throughout the year
Other benefits include a complimentary AAA Membership, Health & Wellness Program, Health Concierge Service, Life Insurance 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:

Member Engagement, Personalization and Value Reinforcement

Lead the development and execution of engagement initiatives that reinforce membership value through personalized, relevant, and timely experiences across email, web, mobile app, and account channels.
Drive adoption and utilization of Member Value Scorecard (MVS) and related benefit programs by aligning messaging, targeting, and digital experience to member needs, behaviors and lifecycle stage.
Partner with Marketing, Digital Product, and Data teams to operationalize segmentation and Next Best Action strategies, ensuring communications and experiences are tailored to key member cohorts and lifecycle stages.

Retention Strategy, Segmentation and Lifecycle Optimization

Design and execute segmented retention strategies that improve engagement, support on-time payments, and increase renewal rates across the membership lifecycle.
Use data, behavioral insights, and predictive signals to identify, size, and prioritize high-impact opportunities to reduce churn and deepen member engagement.

Lead test-and-learn initiatives focused on personalization, targeting, and value messaging; Evaluate results and continuously optimize performance across member segments.

Loyalty & Rewards Recognition Framework

Support the design and evolution of loyalty and recognition frameworks that incentivize engagement and strengthen emotional connection to AAA.
Identify opportunities to integrate rewards and value reinforcement into key moments in the member journey (e.g., onboarding, pre-renewal, milestone moments).

Monitor industry trends in loyalty and subscription models to inform future AAA offerings and enhancements.

Program Management and Cross-Functional Leadership

Manage and execute multiple concurrent initiatives, ensuring 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 that track engagement, retention, and value utilization metrics; Translate performance into actionable recommendations for leadership.
Other job duties as assigned.

Minimum Qualifications:

Bachelor’s degree in Business, Marketing, Strategy, or 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 with marketing automation, CRM, analytics, data visualization, or experimentation platforms is preferred.
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.

Knowledge Skills and Abilities:

Strong understanding of personalization, segmentation, and lifecycle marketing strategies, with experience applying these concepts 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, with the ability to clearly articulate strategy, performance, and recommendations to leadership and cross-functional partners.

Full time Associates are offered a comprehensive benefits package that includes:

Medical, Dental, and Vision plan options
Up to 2 weeks Paid parental leave
401k plan with company match up to 7%
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Free AAA Membership
Continual learning reimbursement up to $5,250 per year
And MORE! Check out our Benefits Page for more information

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

Job Category:

Customer Service

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