Member Relations Manager - Operations

Overview

This role focuses on overseeing member relations operations within the organization, aiming to enhance customer satisfaction and drive revenue growth through effective team leadership and customer engagement.

Key Responsibilities

• Manage and monitor member inquiries, concerns, and requests, ensuring adherence to internal escalation protocols and interaction timelines.
• Improve customer experiences by increasing satisfaction metrics, first-time resolutions, and fostering proactive member engagements such as Member Meets.
• Lead the team to consistently achieve high customer satisfaction scores (CAPS) and Customer Effort Scores (CES).
• Drive revenue generation through upselling products, securing referrals, and managing rescue efforts.
• Ensure compliance with organizational standard operating procedures.
• Work to reduce membership dormancy and expand the eligible member base.
• Oversee ASF collections from dormant members.
• Create exceptional customer experiences at every interaction point.
• Minimize incoming complaints and apply quality tools to address issues effectively.
• Manage recruitment, training, mentorship, and retention of team members, including task allocation, performance review, and progress tracking.

Required Skills and Abilities

• Strong analytical capabilities with great attention to detail.
• Effective decision-making skills for timely and accurate recommendations and actions.
• Patience and excellent listening skills for attentive customer and team engagement.
• Proficiency in team management and leadership.
• Persuasive, negotiating, and influencing abilities to drive desired outcomes.
• Excellent interpersonal skills for productive cross-functional collaboration.
• Exceptional communication skills to guide teams and uphold quality standards.