Relationship Manager

AARP   •  

Washington, DC

Industry: Government & Non-Profit

  •  

5 - 7 years

Posted 30 days ago

Business Unit Description

AARP Services, Inc.

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin

ASI is a service organization managing the licensing of the AARP brand and related assets and overseeing the provider relationships that deliver products and services to the 50+ population.

ASI’s mission is to inspire new and innovative business practices, guide consumers to make informed choices, and deliver products and services that better fulfill life-stage needs




Summary

Oversees the management of the day-to-day activities of high impact retail products and offers, affiliate and aggregator platforms, and/or complex product programs. Serves as the primary contact person for the provider to execute programs. Programs managed at this level may be visible, with moderate complexity (requiring some expertise in specialty areas such as retail), carry moderate risk (regarding organizational brand and/or organizational liability) and have moderate revenue impact. Incumbents may manage multiple projects with moderate to low levels of complexity, risk and revenue impact. Responsible for shared goals of AARP, AARP Services, Inc. (ASI), and provider-partners that will increase membership value, support membership acquisition and renewal. Responsible for program budget and driving revenue and/or engagement. Ensures program meets the highest levels of member satisfaction and service, and supports AARPx principles.




Responsibilities

  1. Provides support to new business development initiatives, including analyzing market opportunity, seeking and nurturing new business relationships with potential providers. Coordinate efforts with the Business Development team as appropriate, ASI legal and other key stakeholders involved in the New Product Development Process.

  1. Support efforts to complete milestones outlined in the New Product Development process.

  1. Knowledgeable about key AARP and ASI strategies (including policy, advocacy, portfolio, and membership) and able to represent these strategies to provider and explain their impact on the program; represents provider/program point of view on internal assessments.

  1. Oversees the management of the day-to-day provider relationship and activities to ensure ongoing health of the product/program to include growth, development, and evolution is continued. Relationship management duties include strategic growth account planning, critical communications with providers, initiative prioritization, contract renewal and ongoing relationship management including frequent and regular formal and informal meetings with providers

  1. Reviews, monitors, and assesses overall provider marketing and business/operation plans for current and future years. Influences development of these plans and their execution to maintain and continuously improve program performance and member satisfaction. Develops/delivers multi-channel customer relationship marketing programs to cultivate current relationships, driving growth in engagement and revenue where appropriate.

  1. Leads an informed decision making process for issues that affect the program; proactively reaches out across the enterprise to gather input from key business partners and internal experts (matrix partners); sets key agenda items for major cross-functional provider meetings

  1. Oversees the compliance review process of the program and provider/partner, as well as the development and management of systems to ensure compliance with all contract terms, including development and implementation of marketing plans, product operational plans, and product enhancement.

  1. Maintains, develops and seeks industry knowledge. Responsible for understanding the product and competition. Completes periodic competitive assessments of program or products in order to monitor relative value within the market place; identify the features and competitive advantages versus the competition.




Requirements

Completion of a BA/BS degree (preferably in Business, Marketing or Communications) or a related field; 6+ years of program/product management experience; or an equivalent combination of training and experience related to the duties of the position.

Strong knowledge of retail, online shopping, and offer delivery and management platforms required.

Ability to make informed decisions through a combination of analysis, knowledge, and experience and the ability to exercise good judgment in sensitive situations.

Demonstrated relationship management, product management and/or online marketing experience (internal or external) is needed.

Ability to communicate and work effectively with multiple levels and disciplines of program providers.

Strong organizational skills and the ability to identify needed steps/actions to be taken to professionally and effectively manage a program.

Excellent written, verbal, visual/presentation and interpersonal communications skills.

Demonstrated proficiency in preparation and presentation of proposals, analytical reports, and documents regarding programs’ operational status, achievement and performance. Excellent PC skills, including Microsoft Word, Excel, PowerPoint, and graphics tools.

Ability to work effectively with people, to gain internal respect and build consensus with superiors, peers, and subordinates.

Experience and expertise in interactions and relationship management with corporate executive level personnel




Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.




Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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