Member Experience Guide

Fix Group Management • Franklin, TN

71d • $75,000 - $100,000

About The Position

The Member Experience Guide is the cornerstone of engagement and retention at ShopFix Academy. They own the relational and accountability layer between members, coaches, and coordinators. This role ensures our 1,000+ members are onboarded quickly, consistently, and relationally, supported beyond coaching calls with proactive accountability and follow-up, engaged with resources, tribe times, and events, and retained long-term through structured systems, white-glove service, and relational trust. This is a member-facing leadership role that balances people skills with process ownership while directing coordinators in tactical support.

Requirements

• Strong people skills and ability to build trust quickly.
• Detail-oriented with the ability to track follow-ups, action items, and KPIs consistently.
• Confident communicator skilled in phone, Zoom, and live facilitation.
• Organized and structured, thriving in process-driven environments and balancing multiple priorities.
• Tech-enabled and comfortable with Salesforce, Calendly, Zoom/Meets, Airtable, Eventbrite.

Nice To Haves

• Experience in member engagement or customer success roles.
• Familiarity with the auto repair industry or business consulting.

Responsibilities

• Serve as the primary engagement leader for ~200–250 members across multiple coach groups.
• Conduct post-coaching follow-ups to review action items, encourage accountability, and provide next-step resources.
• Identify at-risk members early and intervene with relational calls before cancellation risk escalates.
• Run quarterly retention reviews for all assigned members.
• Build relational equity so members know they have a trusted partner beyond their coach.
• Coordinate with support staff to ensure system setup is complete (logins, tribe assignments, scheduling).
• Deliver relational expectation-setting calls (what to expect, how to succeed, cultural alignment).
• Facilitate group onboarding sessions with coordinators and coaches.
• Track onboarding KPIs (completion within 5 days, first call booked, Salesforce entries).
• Partner with coaches during tribe sessions: coach provides expertise, manager drives exercises, accountability, and follow-through.
• Capture key notes, commitments, and action items from tribe calls and ensure Salesforce logging.
• Pop into tribe times regularly to show presence and reinforce accountability.
• Maintain visibility into member progress, call attendance, and engagement trends.
• Escalate at-risk members quickly to Director of Client Success with context and action plan.
• Own the relational side of turn risk conversations, aligning with coaches and leadership on solutions.
• Ensure events, coaching, and tribe touchpoints become retention drivers (not just admin-heavy tasks).
• Partner with coordinators for registration, scheduling, and logistics.
• Lead tribe breakouts, accountability exercises, and member engagement activities during conferences.
• Serve as a relational presence, not an admin operator (coordinators handle lanyards, swag, and logistics).
• Use Salesforce as the system of record for all member interactions and retention tracking.
• Audit coordinator call notes and ensure all action items are recorded.
• Partner with internal support to solve system issues so managers stay member-focused.
• Provide daily tactical guidance to assigned coordinators.
• Hold coordinators accountable to SOPs (onboarding steps, scheduling, follow-ups, event support).
• Protect coordinators from overload by filtering escalations and prioritizing relational work over repetitive admin.
• Mentor high-performing coordinators toward promotion into management.

Benefits

• Free access to all ShopFix coaching programs and events
• A purpose-driven culture that celebrates innovation and impact
• Opportunities for growth and advancement – we love seeing our team members succeed!
• Health, dental, and vision insurance
• 401(k) with company match
• Christmas club program with company match
• Company-paid life insurance and long-term disability
• Short-term disability
• Critical illness and accident coverage
• Employee Assistance Program
• Paid time off
• Paid holidays

What This Job Offers

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