About this role
Membership Retention Sales Manager
The Member Retention Unit Sales Manager is a results-driven leader responsible for overseeing sales, member retention, and service operations within the Member Retention Unit. The ideal candidate is an exceptional people leader with a strong background in inside sales and call center operations who can translate business goals into measurable performance, develop high-performing teams, and deliver an outstanding member experience. This role combines strategic planning, operational management, performance analytics, coaching, workforce optimization, and cross-functional collaboration.
Key Responsibilities
• Lead and direct all sales and member service activities designed to increase membership acquisition, retention, engagement, and overall member value.
• Establish clear performance expectations and accountability standards for sales, service, productivity, quality, and member satisfaction.
• Monitor individual and team performance using established systems, reporting tools, dashboards, and performance metrics. Analyze sales results, service levels, staffing requirements, forecasts, trends, quality metrics, and other operational data to identify opportunities and risks. Monitor Member Satisfaction Index results and identify trends and opportunities to enhance the member experience.
• Optimize staffing, scheduling, workflows, and resource allocation to maximize productivity and service levels.
• Provide leadership, direction, and oversight to Team Supervisors and their respective teams. Coach and develop supervisors and employees through regular one-on-ones, performance reviews, coaching sessions, and targeted development plans.
• Ensure employees are trained on sales techniques, member service standards, new programs, policies, systems, and process changes.
• Manage turnover through effective hiring, onboarding, engagement, coaching, and retention strategies.
• Ensure appropriate corrective counseling and performance management practices are followed in accordance with company policies and applicable employment requirements.
• Build strong working relationships with internal business units, sales teams, and support functions.
Required Qualifications
• Bachelor’s degree or an equivalent combination of education and relevant experience.
• 4–6 years of experience in inside sales, call center operations, customer service, or a 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, Automatic Call Distribution (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.
Remarkable benefits: • Health coverage for medical, dental, vision • 401(K) saving plans with company match AND Pension • Tuition assistance • Floating holidays and PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts (membership, insurance, travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer
Our organization participates in E-Verify