Member Relations Officer

Position Overview

A Member Relations Officer is responsible for developing and maintaining positive relationships with new and existing members. This role involves acting as the primary point of contact, ensuring members receive the highest level of service, addressing their concerns promptly, and identifying opportunities to enhance member satisfaction and retention.

Key Responsibilities

Relationship Management

• Serve as the main point of contact for assigned members.
• Build trust-based, long-term relationships with clients by understanding their needs and ensuring they receive timely support.
• Guide new members through the onboarding process, ensuring they are familiar with products, services, and support channels.
• Provide demonstrations, or resources to ensure members fully benefit from the company’s offerings.
• Maintain members records, including interactions, inquiries, and feedback, in CRM systems (HubSpot).
• Track members activities and address issues proactively, ensuring prompt resolution and a positive members experience.
• Respond to member inquiries quickly and accurately.
• Identify recurring issues, escalate them to relevant management, and follow up until resolved, advocating for the member’s best interests.
• Gather feedback through surveys, check-ins, or direct communication to measure member satisfaction.
• Propose and implement strategies to improve member retention and overall satisfaction.
• Coordinate with sales, marketing, and support teams to communicate member needs and ensure effective service delivery.
• Provide regular updates on member feedback and market trends to inform product/service improvements.
• Prepare regular reports on member interactions, satisfaction metrics, and key performance indicators (KPIs).
• Use data to identify trends, potential risks, and growth opportunities.
• Identify opportunities to introduce additional products or services that meet member needs.
• Collaborate with the sales team to close upsell/cross-sell opportunities while maintaining trust and credibility.

Qualifications & Requirements

• Education: Associate’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent work experience).

Experience:

• Proven experience in customer service, account management, or a similar member-facing role.
• Familiarity with CRM systems and member support tools.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong organizational, problem-solving, and multitasking abilities.
• High level of empathy and the ability to handle difficult situations diplomatically.
• Detail-oriented with strong analytical skills for reporting and trend analysis.
• Ability to collaborate with cross-functional teams effectively.
• Proficiency in MS Office (Word, Excel, PowerPoint) and/or G Suite.

Key Attributes

• Customer-Centric Approach: Prioritizes client satisfaction and strives to deliver the best possible service.
• Proactive Problem-Solver: Quickly identifies and addresses issues, seeking continuous improvement.
• Relationship Builder: Skilled at developing rapport and trust with diverse member profiles.
• Adaptability: Comfortable in a fast-paced environment with changing priorities.
• Accountability: Takes ownership of member outcomes and follows through on commitments.

Why Join Us?

• Professional Growth: Opportunities for advancement through training, mentorship, and ongoing professional development.
• Innovative Environment: Work with a dynamic team that encourages creativity and continuous improvement.
• Collaborative Culture: Enjoy an inclusive, supportive work environment that values teamwork and collaboration.
• Competitive Compensation: Receive a salary and benefits package commensurate with experience and market standards.

How to Apply

Interested candidates should send their resume, cover letter, and any relevant supporting documents to G.durandisse@franchiseba.com with the subject line “Member Relations Officer Application – [Your Name]”.

We are an Equal Opportunity Employer. We encourage applicants from all backgrounds and experiences to apply.

If you are passionate about building strong member relationships, championing customer success, and driving positive outcomes, we would love to hear from you!

Job Type: Full-time

Pay: $41,000.00 - $43,500.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Education:

• Associate (Preferred)

Ability to Relocate:

• Orlando, FL 32803: Relocate before starting work (Required)

Work Location: In person

Salary : $41,000 - $43,500