Director, Audience Experience

Why us, why now?

The Director of Audience Experience plays a pivotal role in shaping and enhancing the AAMC audience journey by driving engagement and delivering value-added experiences across all touchpoints. Leading a dynamic team of three marketing specialists, the Director is responsible for strategically planning, tracking, and optimizing audience engagement through AAMC events, products, channels, and services. This role directs the definition of engagement and retention metrics across the audience life cycle, setting targets based on industry best practices for optimal experience frameworks, and lead the schedule of reporting on engagement metrics in collaboration with key business partners across the organization.

How will you make an impact?

Optimal Audience Experience Framework

• Lead the AAMC enterprise initiative to define and maintain a consistent definition of audiences and taxonomy, and the plan for incorporating across AAMC activities.
• Map the priority audience life cycle experience, documenting key engagement and value delivery touchpoints, partnering with responsible parties across the AAMC to set performance and value awareness and delivery goals.
• Direct the definition of engagement and retention metrics across the life cycle, setting targets based on industry best practices, and lead the schedule of reporting on engagement metrics in collaboration with the SODS Member and Constituent Data and Operations Services, Evaluation and Assessment, and Institutional Data reporting, e.g., Institutional Member Engagement and Value Reports.
• Visibly engage in activities across the AAMC to foster internal understanding about audiences and key engagement drivers. Supports audience value creation and delivery across AAMC events, products, channels, and services to ensure consistency.

Member Life Cycle Marketing and Campaign Strategies

• Direct marketing specialists in the development and execution of end-to-end customer lifecycle marketing initiatives from onboarding to retention, ensuring seamless and consistent customer experience across events, products, channels, and services.
• Develop and/or lead team in developing integrated marketing plans that span digital, traditional, and emerging channels to promote the AAMC's programs, products, and events effectively.
• Own the deployment and management of AAMC enterprise wide "hub" for connecting and coordinating audience value delivery across touchpoints, ensuring clarity, tone, and alignment with the brand, and raising awareness of audience preferences and behaviors.
• Partner with Integrated Communications Portfolio Directors to cultivate strong partnerships with departments and teams that engage AAMC audiences to ensure alignment around engagement strategies, metrics, and best practices that support a cohesive member journey. Together, these roles will ensure that audience experience insights inform communications strategies-and that program-level engagement data contributes to broader member satisfaction and loyalty efforts.
• Partners with Business Development and other units to set business goals, including revenue generation, engagement and/or event registration goals, for member events and non-Services product marketing (such as leadership development courses).
• Leverage analytics to determine appropriate levels of resourcing/support for promoting events, product marketing, and overall engagement goals.
• Direct the implementation and oversight of relevant policies, procedures, and standards..

Member Retention and Renewal Support

• Collaborate with teams responsible for relationship management of members and constituents to develop and execute an annual renewal calendar and plan.
• Use optimal member and constituent framework data and insights to create reports and key messages that support member awareness of value delivered to relevant constituent audiences and increase affinity to the AAMC. Align content creation supports key renewal milestones and activities.
• Facilitate roundtable discussions about historical value delivered and consumer behavior and preferences with teams responsible for AAMC councils in preparation for member retention activities.
• Develop standardized member engagement and experience materials, including on-boarding and off-boarding materials; these materials to be executed by the accountable clusters and the CE Unit.
• Collect and monitor metrics, such as member and constituent participation metrics, on-time data or service delivery metrics, report utilization metrics, data quality metrics, FTE metrics, financial metrics, and other metrics for use in continuous improvement processes.

Management and Supervision of Unit and Staff

• Hire, train, and nurture staff.
• Develop and implement annual goals and deliverables, ensuring that these goals and deliverables are aligned with AAMC priorities and aligned with the AAMC data mission, vision, and strategy.
• Draft and manage budgets in a way that exhibits good stewardship of AAMC resources.
• Conduct performance evaluations, implement performance improvement plans as needed, and terminate staff as needed.
• Foster an inclusive culture based on collaboration, performance, trust, and respect for diversity, assessing progress with measures such the AAMC Employee Engagement Survey.
• Advocate, model, and enforce adherence to AAMC policies, standards, procedures, and practices and to applicable laws and ethics.

What will you bring to the role?

• Bachelor's Degree required, plus 8 years of relevant association management or membership organization experience.
• 3-5 years' experience managing a specialized program.
• Demonstrated experience with an association management/customer relationship management system.
• Member data and reporting experience specifically related to value and engagement measurement.
• Extensive experience with advocacy and crisis communications.
• Training and experience in data analysis.
• Proven experience influencing others and working in a matrixed or hub and spoke model
• Strong communications skills, written and oral.
• Skills working at all levels of both the internal organization and externally with members, constituents, and patterns.

Remote Work Eligibility

Compensation Grade Range

Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, as well as internal equity, market, and business considerations.

If a bachelor's degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.

The Association of American Medical Colleges (AAMC) is an Equal Opportunity/Affirmative Action Employer. The AAMC is committed to the policy of an equal employment opportunity in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.

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