Position Title: Member Relations Manager
About AVB:
AVB is a fast-growing, stable company that has a firm mission to do whatever it takes to keep our members profitably in business. Our vision is to deliver best in class growth solutions and service fueled by a passionate mission belief, innovation, and an unwavering commitment to doing what is right for our members, organization, and team members. AVB has an experienced development team, smart strategy team, bright and creative designers, along with the rest of our dream team of enthusiastic, entrepreneurial minded individuals who want to help drive the success of our members!
We offer competitive salaries, full benefits, a flexible remote work environment, an employee reimbursement program to support enriching your life, EAP, employee discounts, a WFH stipend, an annual allowance for AVB apparel, 401k options, a robust sick time policy, and 5 Floating Holidays per year, along with a minimum of 10 days of vacation time that starts accruing from your first day. In addition, from time to time, our team members will be required to engage in travel to attend AVB’s Annual All-Employee Meeting, as well as other travel obligations which may be required of the position- such as meetings with members, attendance at conventions, and other events, where you will represent AVB!
We are always looking for smart, resourceful, and dynamic people to join the team, so if you are looking for a company that will welcome you, collaborate with you, challenge you, and help develop your skills to the next level- then we are looking for you! We are geared up for growth, are you ready to grow with us?
Home - AVB Marketing
Position Summary/Objective:
We are seeking a highly motivated Member Relations Manager to serve as a trusted partner and advocate for our members. This role will lead member engagement and enrollment initiatives related to AVB/BrandSource’s MTEQ solutions, programs, and services, helping members maximize operational success and profitability. The Member Relations Manager will provide strategic guidance and high-level support for website, marketing, and business requests while coordinating with internal teams to deliver effective solutions. The ideal candidate is relationship-focused, proactive, and skilled at identifying member needs and driving initiatives that enhance member satisfaction, growth, and long-term success.
Essential Functions and Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Responsibilities will include addressing member inquiries and issues by identifying the root cause of any concerns and providing satisfactory solutions.
- Responsible to help members solve a variety of issues with our products/services, pricing, and payment, and provide technical support.
- Collaborating with other Member Relations Managers to drive key tech initiatives and lead the handling and response of all escalated issues.
- Responsible for reviewing, driving, and retaining Member enrollment in MTEQ solutions to help their business grow and prosper.
- Utilize SalesForce for daily reporting, maintenance, and to identify member opportunities.
- Encourage attendance to meetings and events.
- Utilize excellent customer service management skills to welcome and engage new members via White Glove on-boarding and follow up.
- Member conduit for communication and resolution with other AVB/BrandSource entities.
- Receive requests for website edits and marketing changes from members and execute in a timely manner by leading and providing direction to internal teams.
- Oversee basic website edits/updates such as text edits, hours changes, etc.
- Proactively and knowledgeably educate members about recommendations so that they see and understand the importance and value in additional AVB Marketing services.
- Communicate directly with agencies, internal teams, and outside vendors as necessary on program implementation and become an expert on AVB Marketing's services and solutions.
- Resolve problems and issues arising from members and/or projects and identifies key learnings and best practices to prevent repeat incidents.
- May be assigned segmented responsibilities - For Example:
- Keystone Furniture & Bedding Members
- Performs any other duties as assigned.
Remote Work/Travel: This position will work remotely from a home address and subject to AVB’s Remote Work policies and procedures which are then in effect. In addition, from time to time, this position will be required to engage in travel, including travel to attend AVB’s Annual All-Employee Meeting as well as other travel obligations which may be required of the position such as sales meetings, meetings with members, attendance at conventions, region meetings, and other events where you will represent AVB. (Any requests for accommodations to required travel (including medical) should be addressed with Human Resources.)
Required Skills and Abilities:
- Ability to exercise patience and professionalism, proactively approach every member inquiry, and provide step-by-step solutions that ensure positive outcomes for members.
- Furniture/Bedding - retail/wholesale experience required
- Sales/Customer Service experience with strong organizational, listening, and communication skills.
- Must be self-motivated, hard-working, well organized, and resilient to ever-changing timelines, requests, and deliverables.
- Displays willingness to make independent decisions, exhibits sound judgement, makes timely decisions, and accepts responsibility for results.
- Proficient computer knowledge in Word, Excel, Outlook, and database management. Salesforce experience helpful, but not required.
- Extremely customer-focused; positive, professional attitude.
- General understanding of, or desire to learn advertising, digital marketing, social media, creative services, e-commerce merchandising, and sales.
- Ability to work independently and efficiently to complete monthly initiatives and goals.
- Ability to analyze website performance to showcase successes and areas of opportunity to improve e-commerce results.
- Ability to work effectively within a fast-paced, highly collaborative, and interconnected environment.
- Discipline and ability to self-manage and work asynchronously are vital.
- Strong interpersonal, communication, and negotiation/sales skills.
- Your references will indicate that you have high ethical and professional standards that exemplifies the BrandSource name for its valued members.
Education and Experience:
- High school diploma or equivalent.
- Bachelor’s degree preferred.
- Sales and Marketing experience preferred.
- 2-4 years of experience required.
Physical Requirements:
- Prolonged period of sitting at a desk and working on a computer.
- Must be able to lift up to fifteen pounds at times.
AVB is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
