Member Relations Manager

🕒 il y a 1 mois

🌲 North Carolina – Distant

🌲 North Carolina – Remote

💵 $7 - $112 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

💰 Responsable de comptes

👻 Score fantôme 4%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Driven Brands Inc.

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5001 - 10000 employés

Fondée en 1972

🚘 Automobile

💰 Post-IPO Debt en 2022-10

Automotive

Driven Brands Inc. est un fournisseur de premier plan de services automobiles pour les consommateurs et les entreprises, offrant une gamme complète de solutions d'entretien automobile à travers plus de 5 000 emplacements de marques. Ils entretiennent plus de 70 millions de véhicules par an et proposent un large éventail de services incluant la peinture, la réparation de collision, le remplacement de vitrage, les changements d'huile, l'entretien général des véhicules et le lavage de voitures. Les marques bien connues de l'entreprise comprennent Take 5 Oil Change, Maaco, Meineke, CARSTAR et 1-800-Radiator & A/C, entre autres. Driven Brands met l'accent sur la commodité et la satisfaction du client, se positionnant comme un guichet unique pour tous les besoins de l'après-vente automobile. Fondée avec un fort héritage et un portefeuille de marques de confiance, Driven Brands s'engage également dans des opportunités de franchise et des initiatives caritatives.

Description

• Build and maintain a consistent outbound member-engagement cadence • Proactively contact members to understand their experience, surface concerns and identify emerging risks • Serve as a primary point of contact for member concerns • Document issues, assess urgency and coordinate clear paths to resolution • Own ATI’s voice of member survey programs, including planning, deployment, response follow-up, insight reporting and continuous improvement • Track member issues, commitments and follow-up actions through closure • Identify patterns in member feedback and recommend programmatic, process or service changes • Partner with Coaching, Training, Peer Groups and Partnership Programs to resolve member needs • Build relationships across ATI and with external partners to remove barriers and coordinate solutions • Create reporting on member sentiment, recurring issues, attrition risks, resolution progress and improvement opportunities • Escalate high-risk or unresolved concerns to the General Manager, Member Programs • Represent ATI in member interactions and reinforce confidence that concerns are heard, owned and acted upon

🎯 Exigences

• 8+ years of experience in member relations, customer success, account management, client services or retention-focused roles • Deep understanding of the small business and owner-operator mindset • 5+ years of experience in the automotive industry • Excellent written and verbal communication skills • Confidence and judgment to lead frequent outbound calls, navigate difficult conversations and build trust quickly • Highly extroverted, positive and energetic disposition • Genuine interest in spending the majority of each day talking with members and seeking candid feedback • Exceptional organization, attention to detail, follow-up and follow-through • Ability to manage multiple issues, commitments and stakeholders without losing momentum • Self-sufficient and comfortable working remotely • Ability to set priorities, take initiative and move issues forward with limited day-to-day direction • Strong relationship-building and cross-functional influence skills • Ability to create productive internal partnerships and external relationships with partners • Demonstrated ability to convert individual feedback into broader insights, root-cause analysis and practical recommendations • Ability to improve programs, processes and member retention

🏖️ Avantages

• Health and wellness benefits • Paid time off • Holiday pay • Early access to 50% of earned wages at any time through the myFlexPay program • Supplemental commissions or bonus incentives may be available depending on the role

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