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Alfred // digital & in-home concierge services
Boston, Massachusetts, United States, Chicago, Illinois, United States, Denver, Colorado, United States, New York City    Posted: Wednesday, June 23, 2021
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Senior Associate of Resident Success

Job Description

Purview: Growth in enrollment & participation, leading to increased profitability

The Member Advisor (MA)  is responsible for driving overall membership growth by building relationships & advising our Alfred members.  Further, The MA  is responsible for building & maintaining relationships based on trust with members, understanding their lifestyle needs, recommending services & converting enrolled members to active users.

Specifically, the MA excels at functioning as the outreach hub to members:

  • Connecting with people of all types & backgrounds, forming meaningful relationships
  • Articulating the unique value of Alfred services in a positive & compelling manner
  • Building trust with members to determine specific lifestyle services & bundles that create value
  • Balancing the strategic growth needs of the regions, regarding both enrollment growth within existing buildings, & overall increased conversion to a residents first service.

Specific Responsibilities

Increase Enrollment & Conversion to First Service

  • Execute strategies & techniques to increase the total number of enrolled residents to converted spenders utilizing hospitality focused sales processes to meet expected goals.  
  • Follow up with residents after first service & post events to build rapport & sustainable member participation with Alfred.
  • Work with Regional Operations teams cross functionally.  
  •  Serve as a critical component of the Customer Journey that executes member facing touchpoints that increases member engagement. 

Manage Effective Member Communication

  • Function as an effective brand ambassador in all communications, positively articulating the benefits of Alfred service to members, employees, vendors, & other partners
  • Continually promote our membership platform & Alfred services to our members, prospective members & other residents, encouraging service engagement & increases in membership & overall service utilization
  • Coordinate first service for new members, including
    • Get to know residents personally, making meaningful, impactful connections
    • Support move in/move out experiences
    • Setting them up for recurring service of membership packages.
  • Collaborate effectively with vendors (and in partnership with the Regional Operations Manager) to schedule & deliver first member-requested services.

Coordinate with Greater Team

  • Collaborate with the Regional Operations Team to improve regional profitability through member conversion.
  • Represent the field perspective through proactive communications & participation with HQ teams
  • Maintain meaningful personal relationships with members & partners ensuring Alfred remains front of mind as a beneficial service to all residents.
  • Work with the regional team to continually identify opportunities to add value to the member experience.
  • Regularly connect with peers across the company to discuss best practices, innovative changes to services, & ways to grow membership throughout all regions

Specific Requirements

  • Trustworthiness, empathy, integrity, & an aspiration for excellence
  • Self-motivation & strong innovation management skills
  • Interpersonal savvy & an ability to interact with people
  • Positive disposition that inspires & motivates peers & coworkers
  • Problem-solving & solution-oriented approach to 
  • Strong written & verbal communication skills
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