#25-247 - Member Engagement Manager

We’re building a best-in-class member engagement operation to support our growing private fire subscription business. The Member Engagement Manager will lead and professionalize our call center team — ensuring every member interaction, from inbound service calls to outbound subscription campaigns, is handled with excellence. This role combines hands-on leadership, process improvement, and strategic system development to drive higher member satisfaction, retention, and revenue growth.

---

Key Responsibilities

Team Leadership & Training

· Manage, coach, and develop the call center team (inbound and outbound).

· Implement consistent training, QA, and performance management standards.

· Build a culture of ownership, professionalism, and continuous improvement.

Operations & Systems

· Audit and optimize all call handling workflows, scripts, and escalation paths.

· Establish clear metrics for responsiveness, service quality, and conversion rates.

· Partner with IT/Systems to improve CRM functionality, call routing, and reporting.

· Identify systemic friction points in member onboarding, billing, or service delivery — and drive cross-departmental fixes.

Member Experience & Retention

· Own the member journey from first call.

· Monitor service levels, satisfaction, and churn — and implement interventions to reduce attrition.

· Develop structured outbound programs for win-backs.

Revenue & Inside Sales

· Design and manage outbound calling campaigns for lead generation and subscription sales.

· Support marketing and field teams by qualifying and routing leads efficiently.

· Track and report conversion metrics; recommend comp or incentive structures for call center team.

Strategy & Continuous Improvement

· Serve as the voice of the customer internally — identifying recurring issues, opportunities, and insights for leadership.

· Recommend and help implement new tools, systems, and processes that strengthen the member experience and drive efficiency.

---

Qualifications

· 5–10 years’ experience in call center, member operations, or inside sales management (preferably subscription-based services).

· Proven success building and leading a member-facing team with measurable results.

· Strong analytical, process-driven mindset; capable of designing metrics and accountability systems.

· Comfort working across functions (operations, marketing, finance, technology).

· Excellent communication and coaching skills; steady under pressure.

---

Success Metrics

· Improved service levels (response time, first-call resolution).

· Increased subscription retention rates.

· Outbound campaign conversion and lead generation performance.

· Employee engagement and turnover within the call center.

· Reduction in systemic member complaints or escalations.