Member Relations Manager

Company:

Driven Brands

The Automotive Training Institute (ATI), the largest coaching and training company for Owners of Independent Repair Shops in the US and Canada. With over 1700 shops actively engaged in our program, we provide coaching, training and the largest buying program in the automotive aftermarket for Independent Shop Owners. Our members have cumulatively increased their Gross Profits by almost $3.0 Billion dollars through the ATI program.

The Member Relations Manager serves as ATI’s proactive voice of the member, identifying concerns early, coordinating timely solutions and helping prevent member attrition. Reporting to the General Manager, Member Programs, this role spends the majority of its time engaging directly with members, gathering feedback, resolving issues and closing the loop. The Manager owns ATI’s voice of member survey programs and translates recurring feedback into recommendations and programmatic improvements.

This role partners closely with Coaching, Training, Peer Groups, Partnership Programs and other ATI teams to create a more responsive, consistent member experience.

• Build and maintain a consistent outbound member-engagement cadence, proactively contacting members to understand their experience, surface concerns and identify emerging risks.
• Serve as a primary point of contact for member concerns, listening carefully, documenting the issue, assessing urgency and coordinating a clear path to resolution.
• Own ATI’s voice of member survey programs, including survey planning, deployment, response follow-up, insight reporting and continuous improvement of the feedback process.
• Track member issues, commitments and follow-up actions in detail, ensuring members receive timely updates and every concern is carried through to closure.
• Identify patterns across individual member feedback and recommend programmatic, process or service changes when issues affect multiple members.
• Partner with Coaching, Training, Peer Groups and Partnership Programs to resolve member needs and strengthen the consistency of the overall member experience.
• Build productive relationships across ATI and with external partners to remove barriers, coordinate solutions and ensure accountability for member commitments.
• Create clear reporting on member sentiment, recurring issues, attrition risks, resolution progress and opportunities for improvement.
• Escalate high-risk or unresolved concerns to the General Manager, Member Programs with relevant context, recommended actions and a defined follow-up plan.
• Represent ATI with energy, empathy and credibility in every member interaction, reinforcing confidence that concerns are heard, owned and acted upon.

• Earlier identification and resolution of member concerns before they become deal breakers or lead to attrition.
• Consistent, high-quality outbound member engagement and timely follow-up on feedback, commitments and open issues.
• Improved member satisfaction, confidence, retention and perception of ATI’s responsiveness.
• Clear voice of member insights that result in measurable program, process and service improvements.
• Strong cross-functional accountability, issue ownership and closed-loop communication across ATI’s member-facing teams.

• 8+ years of experience in member relations, customer success, account management, client services or retention-focused roles, with a deep understanding of the small business and owner-operator mindset.
• 5+ years of experience in the automotive industry.
• Excellent written and verbal communication skills, with the confidence and judgment to lead frequent outbound calls, navigate difficult conversations and build trust quickly.
• Highly extroverted, positive and energetic,…