Member Relations Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Develop and sustain a consistent outbound engagement strategy for members.

• Proactively reach out to members to gain insights into their experiences, highlight concerns, and pinpoint potential risks.

• Act as the main contact for member issues.

• Record issues, evaluate urgency, and facilitate clear resolution pathways.

• Oversee ATI's member feedback survey initiatives, including planning, execution, follow-up on responses, reporting insights, and driving continuous enhancements.

• Monitor member concerns, commitments, and subsequent actions until they are resolved.

• Detect trends in member feedback and propose changes to programs, processes, or services.

• Collaborate with Coaching, Training, Peer Groups, and Partnership Programs to address member needs.

• Foster relationships within ATI and with external partners to eliminate obstacles and coordinate solutions.

• Generate reports on member sentiment, recurring issues, attrition risks, resolution progress, and areas for improvement.

• Escalate critical or unresolved issues to the General Manager of Member Programs.

• Represent ATI during member interactions, reinforcing the assurance that concerns are acknowledged, managed, and addressed.

⛳️ Requirements

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

• Strong comprehension of the small business and owner-operator perspective.

• More than 5 years of experience in the automotive sector.

• Outstanding written and verbal communication abilities.

• Confidence and discernment to conduct frequent outbound calls, handle challenging discussions, and quickly establish trust.

• Highly extroverted, positive, and energetic personality.

• Genuine passion for spending the majority of each day engaging with members and soliciting honest feedback.

• Exceptional organizational skills, attention to detail, and ability to follow up and follow through.

• Capability to juggle multiple issues, commitments, and stakeholders without losing momentum.

• Independent and comfortable working remotely.

• Skill in setting priorities, taking initiative, and advancing issues with minimal daily supervision.

• Strong relationship-building skills and ability to influence cross-functionally.

• Proficiency in establishing productive internal collaborations and external partnerships.

• Proven ability to translate individual feedback into broader insights, root-cause analysis, and actionable recommendations.

• Capacity to enhance programs, processes, and member retention.

🏝️ Benefits

• Health and wellness benefits.

• Paid time off.

• Holiday pay.

• Early access to 50% of earned wages at any time through the myFlexPay program.

• Supplemental commissions or bonus incentives may be available depending on the role.