Job Title: Member Experience Advisor
Job Classification: Full-time
Reports To: Manager, Member Experience
Location: Remote – US based. Occasional travel required (<10%)
Salary Range: $75,000 – $85,000 annually plus bonus eligibility
Anticipated Start Date: July 2026

POSITION SUMMARY:

The Member Experience Advisor (MEA) leads Member service and retention efforts for the organization, serving as a trusted advisor for each of TIGER 21’s 1800+ Members and ensuring an exceptional experience across the community.

Every Member is assigned an MEA, who partners with Member Development and Chairs to gather the information needed to personalize the Member experience, building on the profile developed during the prospect phase. Once a new Member joins TIGER 21, the MEA becomes their primary point of contact and coordinates the New Member Onboarding alongside the Member’s Chair. From there, the MEA continues to manage Member information and proactively personalize each Member’s journey, particularly through opportunities outside of the Group Meeting, driving Member satisfaction and retention.

The role involves frequent phone, video, and email conversations with ultra-high net worth individuals and senior internal staff, requiring considerable tact, discretion, and diplomacy. Success in this high-impact role depends on a keen understanding of the audience and the ability to build and sustain meaningful relationships. The MEA must pair empathetic, active listening with strong conflict-resolution skills to address Member concerns and offer thoughtful solutions that deliver an exceptional experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Other duties may be assigned

• New Member Onboarding – Serve as the Member’s advocate from day one, conducting orientation and coordinating additional touchpoints for new Members joining our community. Introduce Members to the available tools to drive maximum adoption, build out each Member’s online profile, deliver a memorable and personalized onboarding experience, and optimize “Learn/Access/Connect” in a way that reflects what matters most to each Member.

• Member Service Support – Respond to all Member inquiries within 24 hours, including general and technical support, accounting, Membership referrals, Group visits, and TIGER 21 events and programming. Proactively support the TIGER 21 community by sharing relevant updates and reminders, and by assisting Members with scheduling, logistics, and event or program access. Document processes and contribute to continuous improvement initiatives.

• Maintain Member Profile – From interactions with Members and Chairs, continually update and maintain the confidential Member Profile in Salesforce.

• Member Retention Support – Identify Members who may need re-engagement and develop outreach plans. Conduct re-engagement calls to save (keep in the same Group), transition (move to another Group), or address other issues, partnering with Chairs and other key stakeholders to resolve or escalate as needed. Track Member participation and engagement trends, and report on the problems and opportunities that emerge from Member interactions. Conduct exit interviews to identify themes and inform retention efforts.

COMPETENCIES FOR SUCCESS:

• Warm, solution oriented, and responsive
• Strong follow through and attention to detail
• Ability to anticipate needs and act proactively
• Team oriented, supportive, and collaborative – sharing best practices and capitalizing on opportunities
• Excellent interpersonal and verbal/written communication skills, with the ability to engage UHNW individuals in candid conversations
• Strong service orientation, with a desire to exceed Member objectives
• Strong multi-tasking and organizational skills, with the ability to prioritize workload in a remote setting
• Ability to diffuse potential conflict in a professional manner

DESIRED EDUCATION & EXPERIENCE:

• Bachelor’s degree or equivalent experience preferred
• 5+ years’ experience with customer service, inside phone sales, or consulting
• Previous experience in solution selling or relationship selling to UHNWI or C-suite clients

TECHNOLOGY:

• Salesforce
• Zoom
• Microsoft Office Suite

PHYSICAL DEMANDS:

Occasional travel may be required.
The physical demands described here are presentative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

At TIGER 21, we value diverse perspectives and recognize that a range of experiences and skills can enhance our team. If you’re excited about this role but don’t meet every qualification, we still encourage you to apply. You may be the right fit for this position or other roles within our company.

TIGER 21 is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity or expression, national origin, age, disability status, veteran status, or any other characteristic protected by law. TIGER 21 uses E-Verify to confirm employment authorization for US based positions.