Hybrid Membership Lifecycle Specialist na AAA Washington

Membership Lifecycle Specialist

Focusing on lifecycle optimization, partnership operations, and benefit engagement

WHO WE ARE: At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we’ve served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.

WHY YOU’LL LOVE WORKING AT AAA WASHINGTON: You’ll play an important role in bringing AAA Washington’s spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

THE ROLE AND WHY YOU’LL LOVE IT: The awareness of AAA Washington ranks among the most well-known brands in the country. Our member satisfaction is high and our retention strong. These foundational pillars create the ultimate marketing opportunity – accelerating an established brand into its next chapter. We’re evolving our brand into the digital space, adding social channels, enhancing, and overhauling our creative for acquisition and brand marketing. Are you ready to help take us into the future?

This role focuses on AAA members post-acquisition for key phases including - onboard, adopt, utilize, and engage with AAA member benefits. The goal is to create lifetime loyal members who are easily retained and recommend AAA to others. You will collaborate with the marketing and membership team to evaluate and optimize member journey post purchase. 

ESSENTIAL DUTIES/RESPONSIBILITIES:

This position is a part of the AAA WA membership team, specifically supporting the optimization of lifecycle of a AAA WA member journey. A specialist will focus on three core initiatives:

1.      LIFECYCLE OPTIMIZATION: The objective is to build AAA member loyalty, renewal, and likelihood to recommend AAA to family and friends.  As the lifecycle arm of membership, a specialist will be helping AAA members make the most of their membership – unlocking key benefits, rewards, and experiences. In the process, a specialist will capture stories, welcome, onboard and nurture members of the AAA community. For example, as a specialist you would work with creative and production teams to open, execute and track AAA member always on campaigns. 

2.      PARTNERSHIP OPERATIONS: This position will support the daily operationally strategic partnerships that enhance AAA membership value around product development as well as perks. AAA WA membership gives members both unique product benefits as well as offers an extensive network of perks, discounts, and rewards with third parties. These strategic partnerships and the benefits we create are one of the top reasons our members join AAA WA. In this role, you will track third party partnerships offers to highlight their product and services to members across multiple marketing channels. Additionally, you will be the operational owner to place tickets for campaign production, project manage core components like pulling lists, creative, tracking URLs, etc. 

3.      BENEFIT ENGAGEMENT: Once an individual purchases an AAA membership, it is our job to fulfil the brand and product promise given to the customer. Specialists will help ensure all members know their benefits, onboard and drive activation/ usage. Our goal is to go above and beyond to surprise and delight the members. Example of your work here may include optimizing the member experience to redeem a benefit – inserting real member stories on why they value the benefit, clear calls to action on how to redeem the benefit (how to guidance), driving adoption (try me links) and tracking usage (reporting). 

A specialist’s daily tasks may include:

a.      Documenting, reporting, and ensuring quality control across the member lifecycle.

b.     Running ticket management for key projects and break fixes.

c.      Managing across creative, digital services and other key stakeholders’ production processes to ensure campaigns and offers are submitted properly and are moving along.

d.     Ensuring all benefits and lifecycle campaigns have proper tracking and reporting.

e.      Project manager for strategic partnership operational ROB. When do we meet, key calendar dates and deliverables, and

f.        Understand all key member touchpoints that come from third party.

g.      Run day to day operational support for marketing efforts with our local partnerships and national vendor partnerships.

h.      Measure and report on campaign or partner effectiveness.

i.        Define and measure lifecycle success on a monthly, quarterly, and annual basis. Identify patterns and opportunities to optimize the program.
 

A specialist will need the following skills:

a.      Be the voice of the customer (AAA member). A specialist will develop a strong understanding of our members and their needs. Your job will be to look for opportunities to optimize to make it easy, clear, and personalized experience for our members. Additionally, you are encouraged to be curious and look for hypothesis-driven approach and constantly testing, learning, and iterating to build ideal customer experience.

b.     Deliver excellent project management skills. As a specialist, you will need to have diligence, ability to track & manage a variety of projects across teams and report on progress. A successful specialist will look for efficiency in their work and design repeatable processes to optimize for success.

c.      Enabling and track measurement for success. A specialist assists marketing leadership in monitoring lifecycle member key performance indicators. Ensure programs are trackable. Review performance on a weekly and monthly basis and look for opportunities to optimize to improve target KPIs.

j.        Working enthusiastically as a collaborator: Every member of the AAA Washington team contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals. Projects and responsibilities shift. We all pitch in and work together to drive success.

k.      Enthusiasm for building great organization: A specialist should be willing to incorporate AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values. 

MINIMUM QUALIFICATIONS:

• Bachelor’s degree (BA) in marketing, business or related field or equivalent experience

• 3+ years’ experience in corporate level product marketing or growth marketing roles

• 3+ years hands-on experience working with marketing tools and systems (ex: Salesforce CRM, Salesforce Marketing Cloud, Tableau etc.) 

PREFERRED QUALIFICATIONS:

• Experience in membership or loyalty programs

• Experience in related industries using multiple sales channels

• Project management skills across teams 

KNOWLEDGE, SKILLS, ABILITIES:

• Proficient in marketing automation technology, such as Salesforce.

• Ability to use analysis to make data-driven decisions regarding optimization and growth of campaigns.

• Skills in organizing and executing deadline-driven campaign tasks. Detailed oriented required.

• Ability to innovate and drive change while pushing for continuous improvement.

• Ability to become knowledgeable of AAA products, services, and procedures.

• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.

• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.

• Ability to notice discrepancies and inconsistencies in available information.

• Ability to establish and maintain cooperative working relationships.

• Skilled in establishing rapport and gaining the trust of others.

SALARY: 

• Hiring Range: $28.83 – $34.57 per hour
• Full Pay Band for the Role: $28.83 – $40.36 per hour

BENEFITS WE OFFER:

• Health insurance (medical, vision, dental and prescription drug)   

• Up to 22 days of Paid Time Off (PTO) in the first year 

• Eleven paid holidays in addition to PTO 

• 401(k) with Employer Match   

• Life, Short-Term Disability and Long-Term Disability insurance   

• Flexible Spending Accounts   

• 4 Hours of Volunteer Time Off per year   

• On-Demand Pay / Earned Wage Access  

• Free Premier RV AAA Washington Membership   

• Travel, Insurance, and Membership Discounts and Perks   

• Paid, on-going training throughout your career   

• THRIVE wellness program   

• Tax-advantaged commuter benefit   

• Free parking   

• Financial Literacy Education  

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Hybrid work from home and office required.

• Skilled The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.

OTHER:

• Equipment used: Computer, phone various virtual technologies and programs, other office equipment

• Travel: Rarely travel 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER: Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.