Member Relations Manager

Job not on LinkedIn

🔥 19 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $7 - $112k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💰 Account Manager

👻 Ghost score 0%

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Driven Brands Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1972

🚘 Automotive

💰 Post-IPO Debt on 2022-10

Automotive

Driven Brands Inc. is a leading provider of consumer and commercial automotive services, delivering a comprehensive range of car care solutions across over 5,000 brand locations. They service more than 70 million vehicles annually and offer a broad suite of services including paint, collision repair, glass replacement, oil changes, general vehicle maintenance, and car washes. The company's well-known brands include Take 5 Oil Change, Maaco, Meineke, CARSTAR, and 1-800-Radiator & A/C, among others. Driven Brands emphasizes convenience and customer satisfaction, positioning themselves as a one-stop shop for all automotive aftermarket needs. Founded with a strong heritage and a portfolio of trusted brands, Driven Brands also engages in franchise opportunities and charitable initiatives.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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