Director of Member Services
Company: Feast & Fettle Inc.
Location: East Providence
Posted on: January 26, 2023
Job Description:
We're seeking a Director of Member Services. To be successful in
this role, you must excel at creating a culture of high touch
customer care AND building operational processes that scale. You
can expect to have frequent, direct interactions with our members
while concurrently driving strategic initiatives. You have to love
doing both.What is Feast & Fettle?Feast & Fettle is a premium,
female-founded, fully-prepared meal delivery service. Each week at
our East Providence production facility, we are preparing, cooking,
packaging, and hand-delivering high-quality meals from our fresh
weekly menu to our growing member base across Rhode Island,
Massachusetts, and Connecticut. -We exist in a unique culinary
setting, distinct from a restaurant, catering, or quick service
environment. We boast a best-in-class production facility,
producing high quality food with fresh ingredients in an
immaculately clean kitchen. We have a new menu every single week
that allows for our members to enjoy fresh and seasonal menu items
with each order; all with the perks of home delivery without
cooking or cleaning required.In joining us at F&F, you will
work alongside a transparent, high-growth team filled with joyful,
ambitious people. The culture at Feast & Fettle is what sets us
apart from any other organization, and in particular from the
common pitfalls of the food service industry. We commit every day
to fostering a positive and empowering environment where we all are
driven to bring our best selves to work and to make the company
better each day. Feast & Fettle is also actively growing, and
passionate about providing growth opportunities to our employees.
Feast & Fettle is a gourmet, fully-prepared meal delivery service.
We prepare, cook, package, and deliver high-quality meals to our
growing member base in Rhode Island and Massachusetts. Our team is
composed of people from all backgrounds and walks of life - it's
part of what makes our workplace so enjoyable. We're committed to
keeping it that way and actively seek individuals who bring a
unique perspective. What we all have in common is our intellectual
curiosity and desire to learn and grow in our work.What does the
Director of Member Services do at F&F?Team Management
- Instill in the team the extremely high standard of care we
provide to our members
- Provide support on escalated interactions with members
- Audit, score and coach responses to members
- Coach the team on how to surpass member expectations
- Provide professional development support and growth
opportunities to members of the team
- KPI: Team eNPS, CSAT scoreScale the Operation:
- Improve and iterate on operational processes that automate
issue resolution
- Report out on member requests, issues and drive toward business
resolutions
- Set/collaborate on standard operating procedures for member
services team, provide input on operations team's SOPs
- KPI: Response time -Curate the Member Community:
- Introduce and guide conversation between members via the
members group
- Build a positive culture/community, setting the tone for
interactions among members, and aligning conversations with our
core values
- Create opportunities for Members to connect in the physical
world by hosting and managing events for members and/or taking part
in member led community events
- Drive excitement and brand affinity by communicating pending
changes and improvements in the service to members
- KPI: % of members engaged in member's group, retention of that
subset of membersProgram Manage Retention Strategies:
- Build member service programming (ie, bulk gifting) in service
of driving higher brand affinity and perceived value in the
service
- Craft personalized and specific moments with members in service
of creating higher brand affinity (ie, "")
- Evaluate/suggest enhancements to SELECT offerings in service of
driving higher adoption, therefor improving retention
- Execute on programs (physical + digital) to enhance SELECT
offering to drive higher adoption by members
- Analyze and run campaigns to upgrade members to SELECT, or more
appropriate membership tier based on ordering habits
- Key Results: Increase retention for members, Percentage of
SELECT members (%) of active member base -Consumer Insights -
- Lead member research initiatives, allowing us to segment our
customer base and speak to them most directly
- Create additional channels for member feedback (ie, speaking to
25-30% of survey respondents to understand additional value we can
deliver to members)
- Be a go-to resource for for all questions related to
understanding our target demographic
- Propose appropriate market research methodologies that most
effectively provide insights that drive marketing strategy.
- Own end-to-end execution of research for ad-hoc requests and
projects, such as target audience research, member journey mapping
and industry insights.
- Communicate research findings to the Marketing team, other
business functions and the executive team.
- Own and run surveys, focus group discussions, etc
- Creating and improving feedback loops from members to the
organization
- Survey report outs
- Weekly ticket report outs
- Communicating requests
- KPIs: LTVWhat we're looking for:
- Deep empathy and care for our member base
- High level of curiosity and a desire to learn and grow. You
learn fast, really fast. -
- Superior communication skills -- verbal, written,
interpersonal
- Action-oriented and creative problem-solver who thrives on
complexity. You can easily navigate ambiguous situations to come up
with concrete and achievable action plans.
- Structured thinking and a tendency for extreme ownership.
- Enthusiasm for execution, with a "do what it takes"
attitude.
- Team player with proven ability to manage cross-functional
interests.
- Analytical by nature, you use data to drive your decisionsWhat
you get: -
- Competitive salary: $85-$100K
- Competitive benefit package including:
- Health Benefits (medical, dental, vision)
- Unlimited Time Off
- Free weekly meal plan ($135 weekly value)
- 401k
- Wellness Reimbursement
- Education Reimbursement
- Paid Parental Leave
Keywords: Feast & Fettle Inc., East Providence , Director of Member Services, Executive , East Providence, Rhode Island
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