Member Experience & Retention Lead

Range; McLean (VA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

100% employer-covered medical insurance

401(k) retirement savings program

Paid Time Off

Comprehensive parental leave policy

Select meals covered

Monthly movement stipend

Early exercise eligibility for equity

Annual compensation reviews

Boomerang Program for entrepreneurial ventures

Job summary

A fintech company in Virginia is seeking a Member Relationship Manager to lead outreach and engagement efforts. This role involves building relationships, gathering feedback, and driving retention initiatives. Applicants should have over 5 years of experience in customer experience or similar roles, with strong communication and analytical skills. Benefits include comprehensive health coverage, a 401(k) program, paid time off, and opportunities for equity and professional growth.

Qualifications

• 5+ years of experience in customer experience, customer success, or member engagement.
• Strong communication skills to engage members with empathy.
• Experience with feedback collection and member journey mapping.

Responsibilities

• Conduct proactive outreach to engage members and understand usage.
• Collect feedback on product functionality and usability.
• Analyze feedback and engagement data to identify opportunities.
• Collaborate with cross-functional teams for actionable improvements.
• Develop member engagement and retention campaigns.
• Define and track member-experience metrics.

Skills

Customer experience

Member engagement

Communication

Analytical mindset

Cross-functional collaboration

Feedback collection

Member-centric mindset

Education

BS or BA from a leading university

Job description

A fintech company in Virginia is seeking a Member Relationship Manager to lead outreach and engagement efforts. This role involves building relationships, gathering feedback, and driving retention initiatives. Applicants should have over 5 years of experience in customer experience or similar roles, with strong communication and analytical skills. Benefits include comprehensive health coverage, a 401(k) program, paid time off, and opportunities for equity and professional growth.