Manager, Member Relations (Hybrid)

AAA Brand • Lake Mary, FL

8h • Hybrid

About The Position

The Member Relations Manager leads a team that handles complex and sensitive member and client relations issues, ensuring fast, high-quality, and cost-effective solutions. This position is responsible for various tasks, including inbound cases, case management, client management, interfacing with internal and external clients, reimbursements, and social care. The Member Relations Manager fosters a positive, productive work culture among team members and oversees their daily operations and performance.

Requirements

• Encourages and supports the success of others.
• Ability to effectively manage and communicate at all levels, including executive management.
• Strong leadership, decision-making, and interpersonal skills, with the ability to promote a positive team environment.
• Self-motivated and adaptable in a fast-paced, dynamic, and time-sensitive environment.
• Strong time management and organizational skills.
• Excellent presentation skills, with the ability to communicate effectively in cross-functional business environments.
• Ability to give and receive feedback in the form of written performance evaluations, training, and incentive goals.
• Experience using call center management and reporting systems.
• Knowledge of standard PC applications and CRM.
• Ability to successfully perform required duties and responsibilities autonomously with minimal supervision from the Director.
• Bachelor’s degree in business management or a related field.
• Four (4) to seven (7) years of customer service/call center experience in a management role required, or an equivalent combination of education and experience.

Responsibilities

• Cultivates and manages client relationships across various business lines, including both B2B and B2C relationships.
• Presents executive management with accurate data demonstrating pattern recognition and root cause analysis.
• Initiates regular client feedback sessions to strengthen relationships and identify areas for improvement.
• Facilitates seamless communication and cooperation among cross-functional teams to enhance operational efficiency.
• Manages workloads effectively and proposes innovative solutions using pattern recognition to optimize processes.
• Fosters a collaborative team culture that encourages open communication and idea-sharing.
• Consults with internal and external clients to understand business goals.
• Conducts in-depth requirements analyses, presenting findings in clear, understandable executive summaries to support the Association's strategic priorities.
• Actively seeks client feedback and incorporates insights to continuously improve client engagement processes.
• Maintains knowledge of market trends, clubs, and various business lines to identify patterns and environmental trends.
• Develops and implements processes based on identified trends to ensure the Association remains competitive and adaptive.
• Collaborates with research teams to conduct regular market analyses and provide strategic insights.
• Leads, develops, and supervises the work output, performance, and conduct of a team of Member Relations Specialists in alignment with AAA’s ethical standards.
• Provides feedback, coaching, and mentorship to promote growth and development and a positive work culture.
• Effectively manages social care in collaboration with internal stakeholders and across the Association.
• Proactively presents executive management with current trends and identifies potential risks within social channels.
• Implements proactive strategies to mitigate identified risks and ensure a positive online presence.
• Oversees multiple financial processes impacting department budgets related to member and customer reimbursements, ensuring accuracy and efficiency in reporting to department management.
• Collaborates with the Accounts Payable and Finance departments to manage financial aspects effectively and securely.
• Implements cost-saving initiatives and optimizes budget allocations based on departmental needs and priorities.
• Performs other related duties, tasks, requests, and directives issued by the Director as required.

Benefits

• This position is also eligible for participation in AAA, Inc.'s Annual Incentive Plan.
• AAA, Inc. supports a flexible work environment for our associates.
• We are committed to collaboration, innovation, and work-life balance, and offer a hybrid work model that allows for three days in the office and two days at home (or whenever you work best) each week.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager