Remote Member Experience Manager

Driven Brands Inc.; Clayton (NC); À distance; USD 63 000 - 112 000; Plein temps

Résumé du poste

Driven Brands Inc. is seeking a Member Relations Manager to act as the proactive voice of the member, coordinating timely solutions and reducing attrition.

The role focuses on gathering feedback, closing the loop, and guiding program improvements across ATI teams to deliver a consistently responsive member experience. The ideal candidate has 8+ years in member relations or related fields, 5+ years in the automotive industry, and exceptional communication skills.

Qualifications

• 8+ years of experience in member relations, customer success, account management, client services or retention-focused roles.
• 5+ years of experience in the automotive industry.
• Excellent written and verbal communication skills with the ability to lead outbound calls and navigate difficult conversations.
• Extroverted, energetic personality with genuine interest in talking with members and gathering candid feedback.
• Strong organizational skills and attention to detail with the ability to manage multiple issues and stakeholders.
• Self-sufficient and comfortable working remotely with initiative and limited day-to-day direction.
• Ability to build cross-functional partnerships and convert feedback into actionable improvements.

Responsabilités

• Build outbound member-engagement cadence and proactively contact members to surface concerns.
• Serve as primary contact for member concerns with timely documentation and resolution paths.
• Own voice of member survey programs, planning, deployment, and insight reporting.
• Track issues, commitments and follow-up actions to ensure closure.
• Identify patterns to recommend programmatic or service changes affecting multiple members.
• Collaborate with Coaching, Training, Peer Groups and Partnerships to improve the member experience.
• Build relationships across ATI and with external partners to remove barriers and ensure accountability.
• Create reporting on member sentiment and opportunities for improvement.
• Escalate high-risk or unresolved concerns with recommended actions.
• Represent ATI with energy and credibility in every interaction.

Connaissances

Communication

Relationship building

Cross-functional collaboration

Remote work

Organization

Attention to detail

Initiative

Problem solving

Time management

Description du poste

Driven Brands Inc. is seeking a Member Relations Manager to act as the proactive voice of the member, coordinating timely solutions and reducing attrition.

The role focuses on gathering feedback, closing the loop, and guiding program improvements across ATI teams to deliver a consistently responsive member experience. The ideal candidate has 8+ years in member relations or related fields, 5+ years in the automotive industry, and exceptional communication skills.