Remote Member Experience Leader

Driven Brands, Inc.; Northern (KY); Híbrido; USD 70.000 - 112.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and wellness benefits

Paid time off

Holiday pay

myFlexPay program

Descripción de la vacante

Driven Brands, Inc. is seeking a Member Relations Manager to actively engage with members, collect feedback and drive improvements in the member experience.

You will own the voice of the member survey program and coordinate cross-functional efforts to resolve issues and prevent attrition. The role emphasizes outbound member outreach, timely follow-up on commitments and building strong relationships with internal teams and external partners.

Formación

• 8+ years of experience in member relations, customer success, account management, client services or retention-focused roles.

Responsabilidades

• Build and maintain a consistent outbound member-engagement cadence, proactively contacting members to understand their experience, surface concerns and identify emerging risks.
• Serve as a primary point of contact for member concerns, listening carefully, documenting the issue, assessing urgency and coordinating a clear path to resolution.
• Own voice of member survey programs, including survey planning, deployment, response follow-up, insight reporting and continuous improvement of the feedback process.
• Track member issues, commitments and follow-up actions in detail, ensuring members receive timely updates and every concern is carried through to closure.
• Identify patterns across member feedback and recommend programmatic, process or service changes when issues affect multiple members.
• Partner with other teams to resolve member needs and strengthen consistency of the overall member experience.
• Escalate high-risk or unresolved concerns with context and recommended actions to leadership.
• Represent ATI with energy, empathy and credibility in every member interaction.

Conocimientos

Member relations

Account management

Customer success

Communication

Relationship building

Remote work

Descripción del empleo

Driven Brands, Inc. is seeking a Member Relations Manager to actively engage with members, collect feedback and drive improvements in the member experience.

You will own the voice of the member survey program and coordinate cross-functional efforts to resolve issues and prevent attrition. The role emphasizes outbound member outreach, timely follow-up on commitments and building strong relationships with internal teams and external partners.