Remote: Elite Member Experience Lead

Robbins Research International; United States; Remote; USD 59,000 - 72,000; Full time

Benefits offered by this job

ESOP

Health benefits

Dental benefits

Vision benefits

Event access

Job summary

Robbins Research International is seeking an Elite Membership Concierge to own the member relationship for our premier year-long program. You will be the face of the program, delivering white-glove service, driving retention and re-enrollment, and coordinating trips and live events with cross-functional teams.

This senior, hands-on role reports to the Program Director. You will travel frequently, both domestically and internationally, to deliver an exceptional member experience and ensure

Qualifications

• 3+ years in a senior client-facing role in a premium membership, hospitality or high-touch service setting.
• Warm, personal communication style that makes members feel looked after.
• Calm, confident handling of escalations and difficult conversations.
• Strong with numbers: budgets, forecasting and reporting.
• Comfortable in Salesforce, with high standards for data accuracy.
• Highly organized, able to juggle trips, events and members at once.
• Experience with group travel or event logistics, including rooming, vendors and on-site support.
• Working knowledge of member contracts, payment plans and retention or save processes.
• Collaborative, and able to work well with people across member experience, marketing and fulfillment.
• Available for frequent domestic and international travel.
• You live in the United States and are authorized to work here without sponsorship.

Responsibilities

• Be the main point of contact for members, delivering a personal, white-glove experience.
• Lions tier: own the Lions membership tier end to end, including comms, phone calls and personal touches.
• Member introductions: make hand-picked introductions between members and form small groups based on industries and goals.
• Step in personally on the most sensitive member escalations.
• Drive member retention and re-enrollment, and track the KPIs behind them.
• Build the re-enrollment strategy that brings members back year after year.
• Track the cancellation rate and work to bring it down.
• Partner with the Program Director on high-value transactions and add-on sales, and own the results.
• Keep declined payments tracked and followed up.
• Own finances, reporting and forecasting for member trips and public events.
• Ensure visa support for international travel.
• Be on site at member trips and live events as the member-facing point of contact.
• Deliver weekly reporting to leadership and keep Salesforce records clean.

Skills

Senior client-facing role

Relationship management

Budgeting

Forecasting

Salesforce

Tools

Salesforce

Job description

Robbins Research International is seeking an Elite Membership Concierge to own the member relationship for our premier year-long program. You will be the face of the program, delivering white-glove service, driving retention and re-enrollment, and coordinating trips and live events with cross-functional teams.

This senior, hands-on role reports to the Program Director. You will travel frequently, both domestically and internationally, to deliver an exceptional member experience and ensure