Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
Job Summary
As District Director, you will directly oversee District Managers, to assist with meeting/exceeding branch sales
and service goals, increase branch traffic and income to the club, manage and support department-wide
programs and initiatives, and maintain proper budget and audit expectations all while operating under the
guidelines and regulations of our external partners and branch operations. Branch territory ranges from 15-20
branches with approximately 90-120 direct & indirect employees.
- District Directors will ensure high satisfaction with employee engagement and member service within their
respective territory, focusing on employee retention, handling of escalated employee/member relations while
maintaining club culture and AAA brand & reputation.
- As District Director, the strategy and execution of department and club programs is integrated into the
workday to ensure a high-level performance to goals for the department and self. Being able to work
WHAT YOU WILL DO
Sales Management:
- Oversees and directs the sales activities for assigned branch territory to ensure branches
meet or exceed all sales goals and targets, while also managing department-wide programs and
initiatives to maintain/increase branch traffic and income to the club.
- Develops tactical sales plans from the standpoint of its effect on sales volume in support of
the club’s member relationship strategy. Identifies and proactively addresses any issues that could
impact achieving sales quotas and builds plans and activities accordingly. Analyzes sales and service
results, and manages partner relationships, to capitalize on the trends and to identify individual
growth opportunities.
- Responsible for departmental goal planning, in line with organizational objectives, from both
a metric and overall staff performance perspective. Distributes department metric goals amongst
branch locations and individual employees for annual goal achievement. Determines department role
responsibilities and ensures that employees are successful in meeting/exceeding the standard.
- Conducts monthly coaching with District Managers to address sales productivity, staff
development, individual development and to communicate updates specific to club and business
initiatives. Modifies strategies as needed based on continuous performance assessments.
- Stays abreast of all business lines sales goals and promotions. Helps to foster a partnership
across business line goals and initiatives, provides support and direction as needed. Acts as a
catalyst for other business line leadership team messages and helps drive initiatives.
Employee and Member Experience:
- Oversees and/or manages the employment life-cycle process for assigned territory, including
hiring, training, coaching, pay management, counseling, and motivating a positive and successful
team through performance management. Develops and executes employee engagement strategies
and programs for high performance and retention.
- Supports department and management in achieving department people-centered goals
including: employee retention, promotions, diversity representation, employee engagement, and
volunteerism. Identifies the strengths of their team and inspires & empowers them to contribute and
develop for future club/branch positions.
- Protects AAA culture by understanding HR risk management; coaching managers to address
employee issues timely and sensitively. Is clear on appropriate next steps and actions to address
escalated employee relations. Maintains confidentiality across district, department, and club relations.
- Promotes life-long learning & development and pathways to growth for managers, staff and
self within the department and the club overall.
- Embodies the AAA Northeast leadership behaviors by ensuring consistency and
communication in their branches for club/department initiatives, member service, and branch
governance. Demonstrates behaviors expected of leadership and branch staff to set the example and
culture.
- Ensures overall member experience is met by handling escalated member relation issues;
including those that impact partner/public relations, social media, and overall club reputation in a
timely and professional manner; working directly with outside partners to resolve issues, as needed.
- Monitors member satisfaction activity to identify and recognize performance standards,
trends, and ensure managers and staff deliver exemplary service to members.
Branch Operations:
- Ensures that club policies and procedures are established and adhered to, for regulatory
compliance, as well as maintaining successful internal/external audit standards. Routinely partners
with internal audit to identify and review department risks and implement action.
- Upholds operational expectations of their branches and roles, including safety, compliance,
audit, pay management, data security and other club/department policies and procedures. Regularly
visits branch locations to review financial results, inspect interior/exterior sites and observe
operational efficiency.
- Monitors financial performance of each branch, analyzing KPIs, revenue, expenses, and
profitability to make informed decisions. Manages resources and performs to budget expectations.
Contributes to the decision-making process regarding office locations, as well as branch design
concepts and layouts by reviewing office volume, marketing plans and demographic data.
Strategic Management:
- Through experience, creativity, innovation, influence, and positivity, is able to represent the
department in cross-functional meetings, projects, and deliver club/department communication.
Serves as department committee sponsors that assist in shaping best practices and strategies
towards club/department objectives. Manages department operational teams to impact total Branch
Operations including Project, Training and Data Analyst Teams.
- Seeks advisement while providing partnership and alliance to other AAA clubs within AAA
National, developing a mutual interconnectivity between states and associations.
- Develops and maintains mutually beneficial relationships with external partners to facilitate
services and programs in branch locations through constant communication, analyzation of results
and strategic planning. Consistently seeks new opportunities to bring value to member branch visits.
- Serves as a liaison between the club’s legal department and our external partners, by
facilitating contract negotiations, ensuring accuracy and promised expectations as we embark on new
services and make amendments to existing programs.
- Represents club in high-level state/federal meetings where confidentiality, task execution,
and political tact and diplomacy is a must.
- Uses strategic thinking to analyze trends in the market to develop action plans to position the
department to stay relevant in an ever-changing environment. Participates in strategic plan
development and implements activities to result in forward-thinking change management.
- Responsible for developing and presenting department performance summary for
CEO/Executives on a bi-monthly basis. Prepares and provides department updates to entire Branch
team quarterly, via Town Hall meetings.
- Builds relationships with industry representatives, local community leaders, and professional
contacts to provide competitive advantage to AAA to facilitate sales growth. Supports, partners
and/or represents at local club/community outreach events; including serving as committee leads.
- Performs other duties as assigned
- Complies with all policies and standards
Education
Bachelor's Degree required or 6-8 years of additional relevant experience.
Master’s Degree preferred.
Experience
10 + years of Customer Service experience; retail/banking environment preferred
8 + years of Supervisory/Management experience required
Licenses and Certifications
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.
