Member Services & Membership Growth Manager

About the Role TBA LLC is a private membership organization hiring a Member Services & Membership Growth Manager to help steward both the member experience and the early stages of our prospect pipeline. This role is ideal for a poised, relationship-driven professional who can balance warmth with structure, diplomacy with assertiveness, and service with leadership. The right person will communicate with confidence, build trust quickly, uphold high standards, and represent the organization with clarity, professionalism, and discretion. You will serve as a primary point of contact for members and high-potential prospects, ensuring that every interaction reflects excellence, intentionality, and integrity. A key part of this role is helping strengthen and grow our membership base through exceptional member experience and thoughtful prospect engagement. Because new members are accepted through member nominations, this person must understand how to build relationships, encourage qualified nominations, guide aligned prospects through the early stages of the process, and preserve the quality and discretion of the organization. This is not a traditional sales position. However, strong sales instincts, persuasive communication, follow-up discipline, and the ability to communicate value clearly are highly valuable in this role. Because of the private nature of our organization, discretion, professionalism, and sound judgment are essential. Key ResponsibilitiesMember Services Serve as a primary point of contact for members Monitor and respond to membership inquiries with professionalism and care Oversee and engage in the organization's member communication channels Welcome new members, set expectations, and establish yourself as a trusted point of contact Conduct regular onboarding check-ins to support completion of key member onboarding steps Meet with members who schedule time for support, questions, or guidance Respond to member inquiries generated by follow-up sequences or internal communication campaigns Reach out to members who are behind, disengaged, delinquent, or in need of additional support Contact members who request cancellation and guide them through the appropriate process Request thoughtful nominations from existing members Support events and member experiences as needed Track member needs, follow-ups, commitments, nominations, and communication details Communicate clearly with internal leadership about member needs, concerns, risks, and opportunities Help improve systems, processes, and workflows related to member support Prospect Engagement & Membership Growth Build relationships with high-potential prospects through thoughtful outreach and tailored communication Schedule and lead discovery calls to assess alignment with the organization's values and offerings Communicate the organization's value proposition with clarity, enthusiasm, and integrity Guide aligned prospects into the nomination process Follow up with interested individuals who have not yet committed, offering insight, context, and support Maintain accurate and timely lead records that are accessible to leadership Coordinate with internal teams to ensure a seamless transition from prospect to nomination and, when appropriate, member Contribute to weekly sales or growth meetings with updates, lead insights, and ideas for improvement Collaborate on campaigns, events, and outreach strategies that support membership growth Who You Are You are a confident communicator who leads with warmth, steadiness, and professionalism. You know how to make people feel respected while still keeping conversations clear, structured, and productive. You can hold boundaries with grace, navigate sensitive conversations with diplomacy, and inspire trust through your presence. You are not easily rattled by strong personalities, missed commitments, cancellation conversations, or high-stakes interactions. You understand that growth does not have to feel pushy. You know how to build trust, create a positive experience, communicate value, and invite the right conversations at the right time. You are comfortable encouraging members to think about who in their network may be a strong fit, while protecting the quality, discretion, and integrity of the organization. You take ownership. You follow through. You notice details. You thrive in a role that blends service, leadership, relationship-building, communication, and organized follow-up. Qualifications 3+ years of experience in member services, client service, account management, hospitality, executive support, relationship management, business development, sales support, or a similar role Bachelor's degree preferred, especially in communications, business, hospitality, marketing, psychology, or a related field. Equivalent professional experience will also be considered. Excellent written and verbal communication skills Strong organizational skills and attention to detail Ability to manage follow-ups, member needs, nominations, prospects, and multiple conversations at once Comfort handling sensitive, emotional, or high-stakes conversations Professional presence and sound judgment Ability to hold people accountable while preserving trust and rapport Comfort speaking by phone, video call, email, and messaging platforms with professionals, executives, entrepreneurs, or high-level members Ability to encourage engagement, referrals, nominations, and prospect conversations without being aggressive or transactional Experience using a CRM, project management system, spreadsheet, Slack, or similar tracking and communication tools is preferred Sales, persuasion, business development, or consultative communication experience is a plus What Success Looks Like Success in this role means members feel seen, supported, informed, and respected. Leadership has confidence that member communication and prospect follow-up are being handled with care. Follow-ups do not fall through the cracks. Sensitive situations are handled early and professionally. Success also means members are engaged enough to thoughtfully nominate strong potential new members, and high-potential prospects receive clear, professional, and relationship-centered guidance through the early stages of the process. The goal is not pressure or volume for its own sake. The goal is to preserve the quality of the organization while helping the membership base grow through trusted relationships, qualified nominations, and excellent communication. Members and prospects should experience TBA LLC as organized, high-integrity, discreet, relational, and valuable. Why This Role Matters This role sits at the center of the member and prospect experience. You will help ensure that members receive clear communication, thoughtful follow-up, and a consistent sense of care. You will also help maintain the standards and expectations that make the organization valuable. The right person will be trusted with important relationships and will play a meaningful role in protecting the quality, professionalism, discretion, and integrity of the member experience while helping the organization grow through the right nominations and aligned prospects. To Apply Please submit your resume and a short note explaining why you believe you would be strong in a role that requires warmth, authority, discretion, organized follow-up, and the ability to encourage member engagement and membership growth. Applicants who provide thoughtful, specific responses will be prioritized.

Pay:

$46,411.65 - $55,893.61 per year Application Question(s): This organization grows through member nominations, not open enrollment. How would you encourage members to nominate strong potential members without making the relationship feel transactional? Describe a time you managed a sensitive client, customer, member, or prospect conversation while preserving the relationship. What did you do? How do you stay organized when managing multiple members, prospects, follow-ups, and communication channels at once?

Education:

Bachelor's (Preferred)

Experience:

client-facing: 3 years (Required)

Work Location:

In person