Member Experience Guide

Who are we? We are Shop Fix Academy! We are a business consulting company for Auto Repair Shops. Our mission is to set Auto Repair Shop owners up for success; to give freedom and confidence to become the businessman/woman they were always meant to be. Our motto is “Fix the owner, Fix the shop”, and that’s exactly what we do; we make a real difference in people’s lives. We are more than just a coaching company that gives business advice and guidance. We lead, encourage, and inspire people to find their inner leader as individuals and owners.

The Member Experience Guide is the cornerstone of engagement and retention at ShopFix Academy. They own the relational and accountability layer between members, coaches, and coordinators. This role ensures our 1,000+ members are:

- Onboarded quickly, consistently, and relationally.
- Supported beyond coaching calls with proactive accountability and follow-up.
- Engaged with resources, tribe times, and events.
- Retained long-term through structured systems, white-glove service, and relational trust.

This is a member-facing leadership role that balances people skills with process ownership while directing coordinators in tactical support.

Core Responsibilities::
• Member Engagement & Retention
• Serve as the primary engagement leader for ~200–250 members across multiple coach groups.
• Conduct post-coaching follow-ups to review action items, encourage accountability, and provide next-step resources.
• Identify at-risk members early and intervene with relational calls before cancellation risk escalates.
• Run quarterly retention reviews for all assigned members.
• Build relational equity so members know they have a trusted partner beyond their coach.
• Onboarding Oversight
• Coordinate with support staff to ensure system setup is complete (logins, tribe assignments, scheduling).
• Deliver relational expectation-setting calls (what to expect, how to succeed, cultural alignment).
• Facilitate group onboarding sessions with coordinators and coaches.
• Track onboarding KPIs (completion within 5 days, first call booked, Salesforce entries).
• Tribe Time & Group Facilitation
• Partner with coaches during tribe sessions: coach provides expertise, manager drives exercises, accountability, and follow-through.
• Capture key notes, commitments, and action items from tribe calls and ensure Salesforce logging.
• Pop into tribe times regularly to show presence and reinforce accountability.
• Retention Leadership
• Maintain visibility into member progress, call attendance, and engagement trends.
• Escalate at-risk members quickly to Director of Client Success with context and action plan.
• Own the relational side of turn risk conversations, aligning with coaches and leadership on solutions.
• Ensure events, coaching, and tribe touchpoints become retention drivers (not just admin-heavy tasks).
• Event & Conference Engagement
• Partner with coordinators for registration, scheduling, and logistics.
• Lead tribe breakouts, accountability exercises, and member engagement activities during conferences.
• Serve as a relational presence, not an admin operator (coordinators handle lanyards, swag, and logistics).
• Technology & Systems Ownership
• Use Salesforce as the system of record for all member interactions and retention tracking.
• Audit coordinator call notes and ensure all action items are recorded.
• Partner with internal support to solve system issues so managers stay member-focused.
• Coordinator Direction & Development
• Provide daily tactical guidance to assigned coordinators.
• Hold coordinators accountable to SOPs (onboarding steps, scheduling, follow-ups, event support).
• Protect coordinators from overload by filtering escalations and prioritizing relational work over repetitive admin.
• Mentor high-performing coordinators toward promotion into management.

Key Competencies::
• Relational Leader: Builds trust quickly; strong at handling escalations with empathy and authority.
• Detail-Oriented: Tracks follow-ups, action items, and KPIs consistently.
• Confident Communicator: Skilled in phone, Zoom, and live facilitation.
• Organized & Structured: Thrives in process-driven environments, balancing multiple priorities.
• Tech-Enabled: Comfortable with Salesforce, Calendly, Zoom/Meets, Airtable, Eventbrite.
• Retention-Minded: Thinks in terms of keeping members long-term, not just completing tasks.

What Success Looks Like::
• 95% of new members onboarded within 5 days.
• 90%+ coaching call attendance across assigned tribes.
• Consistent relational follow-ups logged in Salesforce.
• Retention rates in assigned tribes exceed benchmarks.
• Events deliver high engagement — members registered, checked in, and fully participating.
• Members know their manager by name, feel supported, and remain long-term.

Why This Role Matters: :
• Without dedicated Member Managers:
• Coordinators drown in admin and can’t build relationships.
• Coaches are left carrying member accountability, creating burnout.
• Members experience inconsistency, delayed onboarding, and lack of follow-up.
• With Member Managers:
• Members are protected through relational touchpoints.
• Coaches are supported with prep, context, and escalation filtering.
• Coordinators are freed to execute admin at high quality.
• Retention is owned and tracked, protecting millions in recurring revenue.

Benefits (the good stuff)::
• Free access to all ShopFix coaching programs and events
• A purpose-driven culture that celebrates innovation and impact
• Opportunities for growth and advancement – we love seeing our team members succeed!
• Health, dental, and vision insurance
• 401(k) with company match
• Christmas club program with company match
• Company-paid life insurance and long-term disability
• Short-term disability
• Critical illness and accident coverage
• Employee Assistance Program
• Paid time off
• Paid holidays

Shop Fix Academy is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.