Manager, Customer Engagement

We are Tennis! The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport's growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open.

Why Work for the USTA?

We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don't know tennis? Don't worry, you can still find yourself in the game!

Develop and iterate on membership and rewards programs for tennis players, providers, and facility operators. This person will support the reinvention of the framework that drives membership numbers, satisfaction and sales by increasing engagement in key products, services, and promotions associated with their respective programs. This role is critical in contributing to player participation and retention, coach quantity, diversity, and facility and court retention and utilization.

Implement initial and cyclical National program updates, including benefits, rewards, tier structures and pricing, communication strategies, churn management, and financial forecasting
• Partner with Director, Membership in managing program strategies across the three distinct strategic pillars: Player/Fan, Coach/Provider, and Facility; ensuring each program serves its unique audience effectively
• Support USTA Sections in developing targeted local membership initiatives, promotions and campaigns and ensure programs facilitate Section leaders' ability to promote local programming and achieve their customer engagement goals
• Partner with Marketing at the national and local levels to drive membership and program growth by actively targeting and recruiting new members and connecting them to ongoing program offerings, services, and promotions
• Engage with leadership at the National and Section levels to define activities to be included in the customer rewards and incentive systems
• Perform economic modeling for National customer incentives and rewards across programs; provide analytical and strategic support to Section-driven reward and incentive activations
• Manage program cross-sell, upsell and recognition campaigns; proactively identify opportunities to deepen customer engagement via rewards, gamification, exclusive experiences and targeted promotions
• Collaborate with the Analytics team to administer customer segmentation strategy and comprehensively define personas to support customer experience enhancements
• Apply strong financial savvy to optimize overall program financial performance by devising program and ancillary pricing strategies

• Bachelor's degrees in Business Administration, Economics, Finance, Marketing or a related field. MBA a plus.
• Three plus years of Product Management/Partnerships/Customer Loyalty experience
• Experience with needs-based product/service development leading to building and implementing customer solutions
• Consistent track record of successfully making business cases for new products, services or investments
• Experience in developing and managing customer loyalty program partnerships strongly desired
• Excellent communication, interpersonal, and presentation skills
• Strong analytical and problem solving skills
• Able to work effectively with technical teams and partners
• Strong team player, Cross-functional management, strong partnership skills, and experience working with various functional teams/partners in a matrix environment
• This position is designated as "hybrid/flex" and may allow for both remote and on-site work. Any such position must meet the current USTA hybrid/flex requirements as updated from time to time. Please consult HR for the most current policy.

• At the USTA, we know people are our most important asset. For this reason, we offer a comprehensive benefits package designed to meet the needs of a diverse workforce!
• Flexibility: Our Hybrid with Flexibility approach combines a balance of remote working with in-office collaboration to spark teamwork and creativity.
• Comprehensive benefits designed to meet your unique needs: Medical, dental, vision, access to doctors virtually, a flexible spending account to manage your health and dependent care expenses, and life and disability insurance are a small part of our offerings.
• Time to recharge and energize: Generous paid time off policy - including vacation, sick, personal, and paid holidays, parental leave, and a paid winter recess.
• Plan for your future financially and professionally: 401(k) with employer matching (up to 3%), promotional and growth opportunities, Learning and Development programs to learn on the job, and up to $5,000 for tuition reimbursement, per academic year.
• Mental and emotional wellness: Resources for overall well-being including mental health and meditation benefits.
• Other cool perks: A personalized health management program, pet insurance, commuter benefits, identity theft protection, discounts with our network of partners, and fun events are just a few of the optional benefits available.

The expected range for the base salary for this position is $65,000 - $75,000. This range does not include any additional pay or benefits for which a person may qualify. The actual base salary offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, the years of relevant experience, their unique skills, and the location from which they will be performing the job.

We strongly encourage you to apply if you're interested; we'd love to learn how you can "serve" our team with your unique experience!

USTA is dedicated to providing equal employment opportunities for all individuals, regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity, or expression, pregnancy, veteran status, marital status, family status, alienage or citizenship status, creed, genetic information, or any other status protected by applicable federal, state, or local law.