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