Sr. Manager of Member Experience
FoundersCard is a membership community of over 250,000 influential entrepreneurs, innovators, and business owners, including founders and CEOs of leading and emerging companies. Our members enjoy access to premium benefits from top travel, lifestyle, and business brands.
About the Role:
FoundersCard is seeking a dynamic and experienced Sr. Manager of Member Experience to lead and scale our growing support team.
As the Sr. Manager of Member Experience, you will champion a high-touch, personalized, and knowledgeable experience for our exclusive membership. You will oversee all aspects of member support, from basic benefit troubleshooting to complex issue resolution requiring research, partner communication, and creative problem-solving. This role demands a hands-on leader who is passionate about delivering exceptional service and fostering strong member relationships.
Key Responsibilities:
- Lead and manage the Member Experience operations team and develop a strong, knowledgeable, proactive team environment
- Provide direct member support via phone and email, setting a high standard for the team and ensuring a consistent, premium experience.
- Continuously analyze the member journey, identifying opportunities to enhance engagement and satisfaction.
- Develop and propose new ideas to improve the member experience by continuously evaluating workflow and identifying opportunities to drive improvements in member retention
- Monitor and manage customer feedback and reviews across various platforms.
- Proactively identify and address customer service trends, recommending and implementing system and process improvements.
- Manage key partner relationships to resolve member issues effectively.
- Develop and implement strategies to achieve customer support objectives and KPIs.
- Analyze performance metrics, identify variances, and implement corrective actions.
- Improve customer service quality by evaluating, redesigning, and documenting processes, establishing service metrics, and monitoring results.
Qualifications:
- 5+ years of progressive experience in customer support and team management, with a proven track record of success.
- Strong background in sales and customer retention.
- Experience with a subscription-based business model is highly preferred.
- Experience in the luxury travel, lifestyle, or high-end service industry is a significant advantage.
- Proven ability to manage and motivate multiple teams.
- Exceptional written and verbal communication skills.
- Experience working with affluent clientele is strongly preferred.
- Proactive, solution-oriented mindset with the ability to think creatively and resolve issues efficiently.
- Excellent time management, organizational skills, and the ability to prioritize and meet deadlines in a fast-paced environment.
- Strong computer and technical proficiency.
What we Offer:
- Competitive salary
- Comprehensive benefits package including health, dental, and vision insurance.
- Professional development and career growth opportunities.
Bonus Structure:
· 50% of bonus would be based on individual performance
· 50% of bonus would be based on the company achieve winback/retention performance metrics (can be aligned with VP tier 3/4 goals)
FoundersCard is a membership community of over 250,000 influential entrepreneurs, innovators, and business owners, including founders and CEOs of leading and emerging companies. Our members enjoy access to premium benefits from top travel, lifestyle, and business brands.
About the Role:
FoundersCard is seeking a dynamic and experienced Sr. Manager of Member Experience to lead and scale our growing support team.
As the Sr. Manager of Member Experience, you will champion a high-touch, personalized, and knowledgeable experience for our exclusive membership. You will oversee all aspects of member support, from basic benefit troubleshooting to complex issue resolution requiring research, partner communication, and creative problem-solving. This role demands a hands-on leader who is passionate about delivering exceptional service and fostering strong member relationships.
Key Responsibilities:
- Lead and manage the Member Experience operations team and develop a strong, knowledgeable, proactive team environment
- Provide direct member support via phone and email, setting a high standard for the team and ensuring a consistent, premium experience.
- Continuously analyze the member journey, identifying opportunities to enhance engagement and satisfaction.
- Develop and propose new ideas to improve the member experience by continuously evaluating workflow and identifying opportunities to drive improvements in member retention
- Monitor and manage customer feedback and reviews across various platforms.
- Proactively identify and address customer service trends, recommending and implementing system and process improvements.
- Manage key partner relationships to resolve member issues effectively.
- Develop and implement strategies to achieve customer support objectives and KPIs.
- Analyze performance metrics, identify variances, and implement corrective actions.
- Improve customer service quality by evaluating, redesigning, and documenting processes, establishing service metrics, and monitoring results.
Qualifications:
- 5+ years of progressive experience in customer support and team management, with a proven track record of success.
- Strong background in sales and customer retention.
- Experience with a subscription-based business model is highly preferred.
- Experience in the luxury travel, lifestyle, or high-end service industry is a significant advantage.
- Proven ability to manage and motivate multiple teams.
- Exceptional written and verbal communication skills.
- Experience working with affluent clientele is strongly preferred.
- Proactive, solution-oriented mindset with the ability to think creatively and resolve issues efficiently.
- Excellent time management, organizational skills, and the ability to prioritize and meet deadlines in a fast-paced environment.
- Strong computer and technical proficiency.
What we Offer:
- Competitive salary
- Comprehensive benefits package including health, dental, and vision insurance.
- Professional development and career growth opportunities.
Bonus Structure:
· 50% of bonus would be based on individual performance
· 50% of bonus would be based on the company achieve winback/retention performance metrics (can be aligned with VP tier 3/4 goals)