Remote Member Experience & Insights Lead

Driven Brands Inc.

United States

Remote

USD 63,000 - 112,000

Full time

3 days ago

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Job summary

Driven Brands’ Automotive Training Institute (ATI) seeks a proactive Member Relations Manager to serve as the voice of its members. Reporting to the General Manager, Member Programs, you will engage with shop owners, gather feedback, resolve issues and close the loop, driving improvements across Coaching, Training, Peer Groups and Partnership Programs.

You will own survey programs, track issues in detail, and surface patterns to inform program changes.

Qualifications

8+ years of experience in member relations, customer success, account management or retention-focused roles.
Experience in automotive industry is desired.
Excellent written and verbal communication, with ability to lead outbound calls and build trust quickly.
Extroverted, energetic and capable of remote work with limited direction.

Responsibilities

Build outbound member-engagement cadence and identify risks.
Serve as primary contact for member concerns and coordinate resolutions.
Own voice of member survey programs and drive continuous improvement.
Track issues, commitments and follow-ups through closure.
Identify patterns and recommend programmatic improvements.
Collaborate with Coaching, Training and Partnership Programs to meet member needs.
Build relationships across ATI and with external partners to remove barriers.
Create reporting on member sentiment and opportunities for improvement.
Escalate high-risk concerns with recommended actions and follow-up plan.