Senior Member Services Manager

Profile

Senior Member Services Manager
Job Locations
US-MD-Baltimore
ID
2022-1783
Category
Customer Service
Type
Regular Full-Time
Company Name
**MEMBERS ONLY**SIGN UP NOW***., LLC
Overview
**MEMBERS ONLY**SIGN UP NOW***. is looking to add a Senior Member Services Manager to our Member Services Team. The Senior Manager of Member Services is responsible for leading and mentoring the employees in Member Services to ensure performance, productivity, and overall quality of work for the department. This includes responsibility of the day-to-day operation of the team, adherence to established department drivers, and continuous alignment with the company's principals and vision. The mission is to ensure operational excellence for the department in the pursuit of increased sales, retention and overall subscriber satisfaction.
Responsibilities
Manage the Member Services Managers in order to meet and exceed department goals
Provide coaching, mentorship and overall support to the team
Execute established training protocols
Collaborate with Directors and Managers to stay up to date on business requirements to ensure proper training for the department
Proactively work with numerous stakeholders in multiple departments in a productive and professional manner that results in collaboration and efficiency
Maintain staffing levels of the department and actively participate in the interview process for new reps onto the team
Develop managers to be able to handle issues concerns on department procedures and tasks related to their jobs.
Work with Junior Managers to manage marketing promotions with Company Marketing department to develop FAQs and rebuttals for Member Services and Telesales Representatives.
Organize all material in our cloud-based system (Box) for easy access for future reference
Manage deadlines and tasks based on priority with minimal oversight and assistance
Work with CX Specialist to ensure the customer has a great experience with the Member Service reps, and the company.
Work with Junior Managers to monitor and improve the QA program.
Hold regular meetings with the Managers and MS Department to cover new implementations, gather feedback and make sure all team members are aligned with our department goals.
Qualifications
Bachelor's Degree is preferred
5 years of management experience
Strong analytic skills and ability to successfully and professionally relate and communicate results to various levels of employees within the Company
Highly organized and efficient while working within a set of guidelines
Excellent project management skills, is proven to adhere to deadlines and can drives results
Ability to manage and mentor junior managers
Ability to enhance procedures and overall customer experience in a fast-paced environment
Ability to juggle multiple priorities simultaneously
Excellent organizational skills with strong attention to detail required
Ability to multitask and learn new things rapidly
Capacity to analyst and manage stressful customer interactions
Excellent written and verbal communication skills
Highly proficient with MS Office Suite and SalesForce
Ability to use telephone and computer/keyboard/mouse for extended periods of time
Fluency in English language
About Us
**MEMBERS ONLY**SIGN UP NOW***. is one of the largest, smartest, fastest moving financial publishers on the planet.
Started over 40 years ago, we publish detailed research and recommendations for self-directed investors, financial advisors and money managers.
The **MEMBERS ONLY**SIGN UP NOW***. business model is very straightforward: We publish our ideas (via a subscription model) with the aim of enriching and educating investors. If we do our jobs well, our customers stick around. It's a simple, transparent business model investors have loved since the 1970s.
**MEMBERS ONLY**SIGN UP NOW***. editors and analysts have varied backgrounds in the financial industry. They have worked as hedge fund managers, financial advisors, and securities analysts.
Many of the world's top media outlets have taken notice of our ideas over the years. The work of our analysts has been profiled in The New York Times, The Wall Street Journal, CNN, Bloomberg, Time, MarketWatch, Barron's and USA Today.
Inside our company's DNA, you'll find a relentless focus on respectfulness, hustle, hard work, adaptability, clear communication, data analytics, open mindedness, and creativity.
Take a virtual tour of our Baltimore, MD office
here
Our commitment:
As an employer committed to equal opportunity and a diverse workforce, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Company info

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