WHO IS USA LACROSSE

USA Lacrosse, a non-profit organization, is the governing body of men's and women's lacrosse in the United States, leading the U.S. National Teams Program and establishing universal standards. With nearly 400,000 members, we provide national leadership, structure, and resources to fuel and unify the sport's growth and enrich the experience of its players, coaches, officials, parents, and program leaders.

USA Lacrosse believes a diverse staff best positions our organization to fulfill its mission. We strive to attract and maintain a team of talented and dedicated professionals who reflect the diverse nature of our membership and the national lacrosse community. We are committed to a staff culture that ensures everyone feels welcomed, valued, and included.

OUR CORE VALUES

• We Influence - Written and Verbal Communication
• We Serve - Customer Focused
• We Create & Innovate - Creativity
• We Collaborate - Peer Relationships
• We are Humble & Honest - Integrity and Trust
• We Embrace Individuality - Diversity
• We Have Fun - Work Hard and Play Hard

If this aligns with who you are what you are looking for in an organization, keep reading.

POSITION SUMMARY

USA Lacrosse is looking for a driven and consumer focused individual to join our team as Director, Membership Growth & Loyalty. This role provides leadership and manages all aspects of USA Lacrosse's membership products, benefits, and services from strategy to ideation to membership growth and acquisition to retention of members. You will get to drive membership growth and increase and deepen engagement across all products, services, and benefits offered to build loyalty for USA Lacrosse's members and target audience.

The Director, Membership Growth & Loyalty will partner closely with the VP, Marketing, Communications, & Membership and other stakeholders to develop the strategy, evolve, and execute member offerings so USA Lacrosse is providing members with a return on their investment (ROI), as well as championing the overall member experience. In this critical role, you will get to create lifecycle marketing strategies through to implementation, including analysis of results to make data-driven business decisions to support and fuel the growth of the game with diversity, equity, and inclusion in mind.

If you are innovative, creative, and customer-focused and have proven experience in customer/member services and/or driving loyalty programs and want to work with a talented and passionate team of individuals for a mission-based organization where we fuel the growth and development of lacrosse for athletes, coaches, officials, and fans, keep reading!

ESSENTIAL FUNCTIONS

• Provides leadership and strategic vision over all aspects of USA Lacrosse's membership products, strategy, benefits, and services. This includes developing, evolving, and executing offerings to ensure new member acquisition growth, retention, and overall brand loyalty.
• Analyzes current membership benefits and develops new and enhanced benefits platforms to deepen brand loyalty and help drive membership acquisition and retention. This includes advocating for a best-in-class holistic member experience.
• Leads collaboration efforts with internal teams to ensure all departments within USA Lacrosse are represented as a value add to our members. This includes partnering with them to develop programs, services, benefits, and products to continually strengthen the value of membership. This includes collaboration with the Commercial Partnerships & Ventures team to identify external partners to deepen the value of USA Lacrosse membership.
• Partners with the Regional Development team to understand what members and prospective members may be interested in and collaborates to grow and retain membership at the grassroots level. This includes providing support to the Regional Development team to strategize and develop a year-round engagement and retention plan focused on supporting member organizations and potential member organizations to increase USA Lacrosse memberships.
• With the marketing and communications team, develops and continually evolves membership marketing campaign strategies to acquire, engage, and retain members by developing and delivering a compelling message. This includes involving internal team members to develop key messages for members and prospective members through a variety of communication channels to maximize education and engagement around products, benefits, and services.
• Partners with internal team members to create a member-focused culture designed to fuel the growth of lacrosse through the programs and services we provide with diversity, equity, and inclusion as our focus to extend accessibility. This includes managing and evolving the member onboarding experience.
• Conducts surveys and focus groups with members and volunteers to understand the value of existing products and services and collects data on what type(s) of services and products would strengthen brand loyalty and retention.
• Collects, tracks, and analyzes data on utilization and revenue generation of member products and services so the organization can make informed data-driven business decisions. This includes identifying and evaluating any trends in the data and providing recommendations for enhancements.
• Partners with the IT teams to identify data that should be tracked within the CRM. This includes looking at how data is collected and reported on to leverage tools available (i.e., Power BI) and identify software/reporting needs for the future and gain insights surrounding marketing campaign performance.
• Keeps a continual pulse on industry best practices of membership programs, benefits, and services from similar member-serving organizations, national governing bodies (NGBs) and loyalty rewards programs are providing. This includes making recommendations for new ideas to continuously improve USA Lacrosse's member offerings.
• Creates and fosters a climate of innovation and problem solving throughout the organization to ensure an exceptional member experience and overall engagement.
• Attends events to represent USA Lacrosse to engage with members, perspective members, and stakeholders to be the "face" of USA Lacrosse and ensure attendees have an excellent experience.

QUALIFICATIONS, KNOWLEDGE SKILLS, AND ABILITIES

• Five (5) to seven (7) years of experience in a communication, consumer/member services, loyalty program, or business development role with membership and revenue generation experience.
• Proven experience building and implementing strategies, products, programs, and awareness to increase, promote, and sustain membership.
• Experience collaborating to develop and deploy lifecycle marketing strategies to increase audience engagement and awareness to grow and retain membership and provide an overall best-in-class membership experience at all consumer touch points.
• Experience leading data-driven product and marketing campaigns in a digital environment. Experienced in operational details of product and campaign management (i.e., data and technical requirements, reporting processes, etc.) necessary for success.
• Proven ability to develop a product strategy and execute with demonstrated results of success.
• Consumer focused mindset with the ability to collaborate with internal departments to develop and deploy member programs, services, and benefits that are attractive to the target audience and will provide ROI for member retention.
• Ability to collect, dissect, and analyze data to understand trends and to make informed decisions for the development of products, services, and benefits to recruit and retain members.
• Intermediate to advanced computer skills with working knowledge of Microsoft 365 products, including Word, Excel, Outlook, Teams, and PowerPoint.
• Knowledge of CRM software's, such as SalesForce, or comparable database applications used to track, monitor, and report on data with the aptitude to learn such software's.
• Ability to manage a budget, including project anticipated revenue and expenses.
• Strong organizational skills with the ability to multi-task and keep data organized to provide insights for actionable strategy development for member growth and revenue generation.
• Strong relationship building skills with the comfort and ability to speak with others to establish rapport and trust to enhance existing relationships and create new ones. This includes the ability to handle and resolve conflict for a win-win resolution.
• Excellent communication skills, including interpersonal, written, and verbal.
• Ability to work independently and as part of a collaborative team in a hybrid (in-office/remote) work environment in a fast-paced, "roll up your sleeves" environment to deliver results based on organizational objectives.
• Ability to exercise discretion and understand how to handle confidential information when necessary.
• Strong work ethic with the ability to present a professional, customer-focused persona over the phone, in writing, and in person.
• Ability to be flexible with work schedule to work events, including ability to travel and work some nights and weekends.
• Willingness to learn about the sport of lacrosse and appreciate the needs for developing funds to fuel its development and growth.
• Ability to align with USA Lacrosse's Mission, Vision, and Values and Strategic Plan to support our initiatives and organizational goals.

Expected Hours of Work

USA Lacrosse's core business hours are 8am to 8pm, Monday through Friday and 10am to 2pm on Saturday. This is generally expected to work between the hours of 8:30am to 5pm, Monday through Friday with alternating Saturday work based on business needs. There may be occasional requirements for longer hours during the peak season and/or on weekends based on events and other business needs.

Travel Requirements

Travel may be necessary up to 10% of the time (local, regional). Travel would involve the following mode(s) of travel: car, train, or air. Some out of area and overnight travel may be expected.

EEO Statement

USA Lacrosse is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, ancestry, sexual orientation, gender identity, disability, veteran status, or any other status/characteristic protected under federal, state, or local law. USA Lacrosse believes diversity and inclusion among our team is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.