Member Relations Manager

Driven Brands Inc.

. Build and maintain a consistent outbound member-engagement cadence .

Posted 10/8/2026full-timeRemote • North Carolina • United StatesSeniorLead💰 $7 - $112,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in member relations and customer success, with a strong focus on relationship-building, problem resolution, and process improvement. Proven ability to analyze member feedback and implement actionable insights to enhance member engagement and retention.

Highest-signal resume keywords

Member Relations ExperienceAutomotive Industry KnowledgeExcellent Communication SkillsRelationship-Building SkillsProcess Improvement Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Attention to DetailOrganizational SkillsInitiativeConfidence in CommunicationPositive Disposition

Industry Keywords

Customer SuccessAccount ManagementClient ServicesRetention StrategiesSmall Business Mindset

About the role

Key responsibilities & impact

Build and maintain a consistent outbound member-engagement cadence
Proactively contact members to understand their experience, surface concerns and identify emerging risks
Serve as a primary point of contact for member concerns
Document issues, assess urgency and coordinate clear paths to resolution
Own ATI’s voice of member survey programs, including planning, deployment, response follow-up, insight reporting and continuous improvement
Track member issues, commitments and follow-up actions through closure
Identify patterns in member feedback and recommend programmatic, process or service changes
Partner with Coaching, Training, Peer Groups and Partnership Programs to resolve member needs
Build relationships across ATI and with external partners to remove barriers and coordinate solutions
Create reporting on member sentiment, recurring issues, attrition risks, resolution progress and improvement opportunities
Escalate high-risk or unresolved concerns to the General Manager, Member Programs
Represent ATI in member interactions and reinforce confidence that concerns are heard, owned and acted upon

Requirements

What you’ll need

8+ years of experience in member relations, customer success, account management, client services or retention-focused roles
Deep understanding of the small business and owner-operator mindset
5+ years of experience in the automotive industry
Excellent written and verbal communication skills
Confidence and judgment to lead frequent outbound calls, navigate difficult conversations and build trust quickly
Highly extroverted, positive and energetic disposition
Genuine interest in spending the majority of each day talking with members and seeking candid feedback
Exceptional organization, attention to detail, follow-up and follow-through
Ability to manage multiple issues, commitments and stakeholders without losing momentum
Self-sufficient and comfortable working remotely
Ability to set priorities, take initiative and move issues forward with limited day-to-day direction
Strong relationship-building and cross-functional influence skills
Ability to create productive internal partnerships and external relationships with partners
Demonstrated ability to convert individual feedback into broader insights, root-cause analysis and practical recommendations
Ability to improve programs, processes and member retention

Benefits

Comp & perks

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