Elite Membership Concierge

Company: Robbins Research International (Tony Robbins)

Location: United States (Remote) | Frequent domestic and international travel

At Tony Robbins, Robbins Research International, we do not build products. We build experiences that move people. As the world's leading personal development and peak performance organization, our mission is to help people create lasting transformation in their lives, businesses, relationships, and health.

We are hiring an Elite Membership Concierge to own the member relationship at the center of our most elite program. If you are driven by impact, obsessed with the details that make people feel known, and ready to deliver an extraordinary year for every member, this is your moment.

Join the team behind Tony Robbins' most elite program: a one-year membership built around exclusive trips, live events and a level of personal care that matches what our members invest.

As Elite Membership Concierge, you'll be the face of the program for our members. Your lane is the member relationship: you'll build trust, drive retention and re-enrollment, own the numbers behind trips and events, and make sure every member feels known and looked after.

This is a senior, hands-on, client-facing role for someone who is exceptional at what they do. You'll report to the Program Director and join a small team where each role owns a distinct lane, and everyone shares the same goal: an extraordinary year for every member.

• Be the main point of contact for members, delivering a personal, white-glove experience
• Lions tier: own the Lions membership tier end to end, including comms, phone calls and personal touches
• Member introductions: make hand-picked introductions between members and form small groups based on their industries and goals
• Step in personally on the most sensitive member escalations

• Drive member retention and re-enrollment, and track the KPIs behind them
• Build the re-enrollment strategy that brings members back year after year
• Track the cancellation rate and work to bring it down
• Partner with the Program Director on high-value transactions and add-on sales, and own the results
• Keep declined payments tracked and followed up

• Own finances, reporting and forecasting for member trips and public events, including attrition and guests
• Make sure members travelling internationally get the visa support they need
• Be on site at member trips and live events as the member-facing point of contact

• Deliver weekly reporting to leadership
• Keep Salesforce member records clean, complete and current
• Track performance across each part of the program

• Report to the Program Director
• Partner cross-functionally with Billing, Finance, Rev Ops, Events and Travel

• This role travels frequently, domestically and internationally, including long event days and weekends. This includes:
• Exclusive member trips and destination experiences around the world
• Member-only weekends and live events

• Member retention and re-enrollment rates are steady or growing
• The cancellation rate trends down, and escalations are resolved quickly
• High-value transactions and add-on sales hit target
• Trips and public events come in on budget, with accurate forecasts
• Salesforce is accurate, and weekly reports go out on time
• Members see you as their go-to person in the program

• 3+ years in a senior client-facing role in a premium membership, luxury hospitality, or high-touch service setting
• Owned client or member retention and re-enrollment numbers, including cancellation rate and the KPIs behind them
• Budget, forecasting, and reporting ownership for member trips, events, or a…