Manager, Program Design & Strategy

The Role

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.

Execute 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/collaborating 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 Manager, Member Products to synthesize member feedback and support business cases for new member services and products.

Collaborate with Analytics team to administer customer segmentation strategy and comprehensively define personas to support customer experience enhancements.

Apply strong financial acumen to optimize overall program financial performance by devising program and ancillary pricing strategies and modeling.

Partner with USTA Sections, Membership Operations, Customer Care, Play and Competition, Coaching, Facilities and Digital teams to ensure efficient execution of programs and consistent member experience.

Bachelor's degrees in Business Administration, Economics, Finance, Marketing or a related field. MBA a plus.

Three to five years of Strategy/Membership/Customer Loyalty experience.

Experience in development and delivery of customer loyalty program(s) strongly desired.

Proven track record of successfully making business cases for new products, services or investments.

Excellent communication, interpersonal, and presentation skills.

Strong financial acumen and experience in devising and managing pricing strategies.

Strong quantitative and analytical skills.

Strong team player, cross-functional management, strong partnership skills, and experience working with various functional teams/stakeholders 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,…