This Senior Strategist role within the Renewals team works primarily on Automatic Renewal. The Renewal team is tasked with renewals ~9MM annually. Renewal rate runs about 70% - 50% for first time renewers and 75% for repeat renewers. The advent of Auto Renew has changed the landscape of renewal, allowing us to achieve a 50% new member renewal rate for the first time in the history of the Association. This position will promote the development, adoption and optimization of Auto Renew.
Areas of Responsibility:
- Work towards achieving annual renewal rate dashboard goal.
- Increase enrollment in Automatic Renewal.
- Work with all channels to incorporate Automatic Renewal in membership offers.
- Work with ASI to directly educate and encourage service providers to implement Automatic Renewal in their member offerings. Provide guidance on best practices for AR in various provider channels. Provide marketing materials for service providers.
- Test Automatic Renewal in various channels to increase enrollment. Work directly with agencies to produce and deliver compelling Automatic Renewal offers in both offline and online channels. Work with TOC to process complex Automatic Renewal returns.
- Ensure Automatic Renewal Meets Legal Requirements.
- Work closely with OGC to understand and implement legal requirements for recurring payments and payment options used with Automatic Renewal. Implement legal requirements on all channels. Author or review all AR related content to meet OGC requirements.
- Utilize Data Systems and Infrastructure.
- Understand and utilize the various member data sources and systems for marketing Automatic Renewal and implementing legal notices and reminders. Including, Konnex, IMAX, SFMC, AMOS, NetSuite, Unica, Ciboodle.
- Analytical Reporting and Research
- Work with DAPM on development of custom reporting including custom reporting in BI, Tableau and through the Automatic Renewal Dashboard.
- Monitor member sentiments and insights through various tools including Voice of the Consumer and feedback from the Contact Center.
- Work with Brand Research to determine penetration of Automatic Renewal offers to current and perspective members.
- Understand behavior of consumers with recurring subscription payments and apply to AARP membership.
- Monitor Member Experience of Automatic Renewal - Author or review all content of the various communication streams utilized with Automatic Renewal. To include:
- Join/Renew Online Flows
- Online Confirmation Pages
- Enrollment confirmation Email and Direct Mail
- Updating method of payment language with confirmation
- Cancelling Automatic Renewal with confirmation Reminder Notices Email and Direct Mail
- Other duties as assigned including assisting with Renewal DM or EM work if needed to achieve goal.
Educational Background:
Completion of a Bachelor’s degree or equivalent and 10+ year’s business experience.
Skills/Experience:
- Comprehensive knowledge of in job-related functional area of the business.
- 5+ years’ experience in direct marketing.
- Must be a self-starter. Creative problem solver and solutions oriented individual.
- Demonstrated leadership in major projects or initiatives.
- Demonstrated experience in project management, communication and execution.
- Results driven and critical thinker with an eye for detail and dedication to excellence.
- Excellent written, verbal, visual/presentation and interpersonal communications skills.
- High energy level, team player dedicated to excellent customer service for internal and external customers.
Compensation/Benefits:
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 5 2018
Active Until:
Jan 5 2019
Hiring Organization:
AARP
industry:
Nonprofit