(USA) Senior Director, Member Alliances and Services

About the role

The Senior Director, Membership Renewals owns one of Sam's Club's most important business outcomes: membership renewal rate. This leader will set the strategy to help more members choose to stay with Sam's Club year after year. The role requires strong business judgment, comfort with complex decisions, and a deep understanding of member psychology.

What you'll do

• Own the strategy, roadmap, and performance of Sam's Club's membership renewal rate.
• Develop long-term renewal and retention plans that increase member lifetime value.
• Use data, causal science, experimentation, and member insights to guide decisions.
• Understand member mindset, motivations, and pain points across the renewal journey.
• Identify friction that causes members to lapse and lead solutions that reduce churn.
• Partner across Product, Marketing, Operations, Technology, Finance, and Data Science.
• Influence senior leaders with clear recommendations and measurable business cases.
• Lead high-performing teams focused on renewal growth and continuous improvement.

What you'll bring

• Experience leading retention, membership, loyalty, subscription, or lifecycle strategies at scale.
• Strong strategic planning skills and comfort making complex, high-impact decisions.
• Deep experience using data, experimentation, and causal science to improve business outcomes.
• Strong understanding of customer behavior, decision-making, and member psychology.
• Experience improving customer experiences across digital, operational, and service touchpoints.
• Ability to influence senior leaders and align cross-functional teams around shared goals.
• Strong communication skills, including translating complex analysis into clear action.
• Experience managing budgets, roadmaps, priorities, and teams in a fast-moving business.

Minimum Qualifications

• Bachelor's degree in Business Administration, Marketing, Finance, or related field and 10 years' experience in Marketing, Product Development, Program Management, or related field OR 12 years' experience in Marketing, Finance, Product Development, Program Management, or related field.
• 5 years' supervisory experience.
• 5 years' experience leading cross-functional teams.

Preferred Qualifications

• Leading cross-functional projects.
• Marketing experience.
• Supervisory Masters: Business Administration.