Director, Digital Engagement

About the role

The Director of Digital Engagement serves as the strategic, operational center, and performance owner. They are responsible for the rigorous execution and optimization of multi-channel journeys that serve the entire tennis ecosystem, including players, coaches, providers, and volunteers. This role requires a dual focus on strategic planning and hands-on execution.

Responsibilities

• Translate high-level objectives into structured, scalable digital programs.
• Lead the orchestration of communication across the Enterprise CRM, web, and automation platforms, ensuring precise audience targeting and channel alignment.
• Comprehensively analyze performance data, synthesizing it into evidence-based narratives that demonstrate business value to stakeholders.
• Mentor and develop a high-performing team of digital specialists, setting clear performance expectations and fostering a culture of continuous professional growth and accountability.
• Serve as the definitive lead in aligning execution across cross-functional partners (Enterprise CRM, Engineering, Marketing) to ensure cohesive and unified audience engagement.
• Rigorously manage project budgets as assigned, driving financial planning, forecasting, and resource allocation to maximize efficiency and digital growth.
• Establish definitive metrics for Return on Investment (ROI) and Cost Per Acquisition (CPA) for all major digital initiatives, using performance data to inform strategic optimization.
• Establish world-class governance standards for the digital intake process, prioritizing requests, managing timelines, and ensuring efficient activation across the organization.
• Define and govern complex lifecycle journeys (acquisition, retention, win-back), directing the operational workflows that guide users through the USTA ecosystem.
• Direct digital distribution, defining the optimal channel mix (Email, SMS, Web, Push Notifications) to achieve high-level business goals.
• Oversee the strategic integration and long-term roadmap for the Enterprise CRM and marketing automation stack, including the application of Large Language Models (LLMs) and agentic workflows to automate personalization and drive operational scale.
• Direct the synthesis of complex performance metrics into clear, strategic presentations, ensuring all reporting provides actionable insights to business leads.
• Own and enforce a disciplined testing framework for digital engagement, utilizing data to validate decisions and drive scalable optimization efforts.
• Govern strategies for Generative Engine Optimization (GEO) and search protocols to maintain USTA’s authority and discoverability in the evolving digital landscape.

Requirements

• A bachelor’s degree in Marketing, Business, Communications, Technology, or a related field is required.
• A Master’s degree (e.g., MBA or relevant analytical/management certification) is strongly preferred.
• Minimum of 8+ years of progressive experience in digital engagement, CRM management, or digital operations, including a proven track record of direct people management and budget oversight for multi-million dollar initiatives.
• Proven ability to manage substantial project budgets, conduct financial forecasting, and use performance data (ROI/CPA) to optimize marketing and technology spend.
• Demonstrated strategic knowledge of Large Language Models (LLMs), agentic workflows, and their application to personalization and operational scale.
• Extensive experience with Enterprise CRM (e.g., Salesforce, Microsoft Dynamics) and Marketing Automation platforms.
• Deep understanding of stack capabilities, vendor management, and the modern search landscape (GEO).

Qualifications

• Exceptional ability to synthesize complex data into a strategic narrative and proven high proficiency in creating C-suite-level presentation materials.
• Demonstrated ability to establish governance, prioritize complex workstreams, and drive large-scale, cross-functional projects to completion.

Skills

• Strategic planning and hands-on execution skills.
• Strong leadership and mentoring abilities.
• Financial acumen and budget management.
• Technical expertise with Enterprise CRM and Marketing Automation platforms.
• Experience with Large Language Models (LLMs) and agentic workflows.
• Data analysis and performance optimization.
• Effective communication and presentation skills.
• Operational rigor and project management.

Benefits

• Flexibility: Hybrid with Flexibility approach combining remote and in-office collaboration.
• Comprehensive benefits package including medical, dental, vision, flexible spending accounts, life and disability insurance, paid time off, parental leave, and a paid winter recess.
• 401(k) with employer matching (up to 6.5%).
• Promotional and growth opportunities.
• Learning and Development programs.
• Tuition reimbursement up to $7,000.
• Mental and emotional wellness resources.
• Optional benefits such as personalized health management, pet insurance, commuter benefits, identity theft protection, discounts, and fun events.

Pay

The expected range for the annual base salary for this position is $160,000-185,000.00. This role is eligible for an Incentive Compensation Plan (ICP) bonus. This range does not include any additional pay or benefits for which a person may qualify. The actual base salary offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, the years of relevant experience, their unique skills, and the location from which they will be performing the job.

Schedule

Not specified.