DoStuff is a national network of media properties run by local teams in 20 cities that help 110+ million people a year answer the question; “What are we going to DO tonight?” Our audience tends to be young (21-35), social, influential and love to discover new things in and about their city. In 2019, we launched DoMORE, a monthly ticketing subscription product where our members receive a pair of tickets to a local live event every month for just $5 a month. It’s a great tool to help our fans get out and discover even MORE cool stuff in their city.
We are looking for a strategic Member Success Team Lead to manage Member-facing operations for our Ticket Membership (DoMORE). You will (1) own the complete customer success experience for DoMORE (2) ensure that our company understands our Members' needs, desires, and behaviors.You will also be the champion of the DoMORE offering and operate internally as the voice of our members.
This role reports to the Head of Product and Growth and does have direct reports.
Own retention KPIs like churn, engagement, ticket claim rate
Implement programs to meet retention goals and ensure members derive true value from the subscription (onboarding, referrals, help center, incentives)
Develop Member support procedures that ensure timely and effective responses to Member inquiries
Manage and coach direct reports, ensuring they are equipped with the skills and tools to provide exceptional customer service
Segment and analyze member data to identify causes of churn, trends, and opportunities
Implement metrics and research programs to measure Member satisfaction and evaluate the success of initiatives.
Work with cross-functional teams to incorporate Member insights into product development, marketing, and live event supply strategies.
Maintain a strategic view of the company’s goals and strategy
5+ years of experience in customer insights, market research, or customer support roles, with at least 2 years of experience managing direct reports.
Strong analytical and problem-solving skills, with the ability to translate customer data into actionable insights and strategies.
Knowledge of customer support technologies and tools, including CRM systems, helpdesk software, and data intelligence. We use Zendesk, Stripe, and Metabase.
Understanding of data analysis techniques and tools, such as statistical analysis and data visualization.
Actively responsible and accountable.
Excellent written and verbal communication and interpersonal skills
Rigorous attention to detail.
A drive to serve our members.
A passion for live entertainment, music, and local culture is helpful in relating to our members and championing DoMORE.
Does this sound like you? Send your resume to firstname.lastname@example.org and tell us why you should be DoStuff’s Member Success Team Lead.