Membership Retention Growth Lead

AAA Auto Club Enterprises; Coppell (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health coverage

401(K) with company match

Pension

Tuition assistance

Floating holidays & PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises seeks a Member Retention Unit Sales Manager to lead inside sales, member retention, and service operations. You will translate goals into measurable performance, build high-performing teams, and drive an outstanding member experience.

The role requires strong people leadership, expertise in call center operations, coaching, and cross-functional collaboration to deliver results and value to members.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 4–6 years of experience in inside sales, call center operations, customer service, or related environment.
• 1–3 years of supervisory or management experience preferred.
• Demonstrated experience leading sales and/or customer service teams in a performance-driven environment.
• Strong understanding of call center operations, sales performance management, customer service standards, and operational best practices.
• Knowledge of call center management applications, ACD technology, workforce management systems, quality assurance programs, and related performance tools.
• Proficiency with Microsoft Office, including Outlook, Word, PowerPoint, Excel, and Access.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong analytical, organizational, planning, and time-management capabilities.
• Proven ability to coach, motivate, develop, and hold employees accountable for performance.

Responsibilities

• Lead and direct all sales and member service activities to increase membership acquisition, retention, engagement, and value.
• Establish clear performance expectations and accountability standards for sales, service, productivity, quality, and member satisfaction.
• Monitor performance with dashboards and metrics; analyze results to identify opportunities and risks; track member satisfaction trends.
• Optimize staffing, scheduling, workflows, and resource allocation for max productivity and service.
• Provide leadership and oversight to Team Supervisors and their teams; coach and develop staff.
• Ensure employees are trained on sales techniques, member service standards, programs, policies, systems, and changes.
• Manage turnover through effective hiring, onboarding, engagement, coaching, and retention strategies.
• Apply corrective counseling and performance management per policies and employment requirements.
• Build strong working relationships with internal units, sales teams, and support functions.

Skills

Inside sales

Call center

Team leadership

Coaching

Performance metrics

Analytics

Workforce optimization

Communication

Cross-functional

MS Office

Education

Bachelor’s degree or equivalent

Tools

ACD technology

Workforce management systems

Quality assurance tools

CRM systems

Microsoft Office Suite

Job description

AAA Auto Club Enterprises seeks a Member Retention Unit Sales Manager to lead inside sales, member retention, and service operations. You will translate goals into measurable performance, build high-performing teams, and drive an outstanding member experience.

The role requires strong people leadership, expertise in call center operations, coaching, and cross-functional collaboration to deliver results and value to members.