Elite Membership Concierge

About the role

Position: Elite Membership Concierge

Company: Robbins Research International (Tony Robbins)

Compensation: $65,000 a year base salary

Location: Remote, United States | Full-time | Frequent domestic and international travel

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About Tony Robbins, RRI

At Tony Robbins, Robbins Research International, we do not build products. We build experiences that move people. As the world's leading personal development and peak performance organization, our mission is to help people create lasting transformation in their lives, businesses, relationships, and health.

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About the Role

Join the team behind Tony Robbins' most elite program: a one-year membership built around exclusive trips, live events and a level of personal care that matches what our members invest.

As Elite Membership Concierge, you'll be the face of the program for our members. Your lane is the member relationship: you'll build trust, drive retention and re-enrollment, own the numbers behind trips and events, and make sure every member feels known and looked after.

This is a senior, hands-on, client-facing role for someone who is exceptional at what they do. You'll report to the Program Director and join a small team where each role owns a distinct lane, and everyone shares the same goal: an extraordinary year for every member.

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What You Will Do

Member relationships

• Be the main point of contact for members, delivering a personal, white-glove experience

• Lions tier: own the Lions membership tier end to end, including comms, phone calls and personal touches

• Member introductions: make hand-picked introductions between members and form small groups based on their industries and goals

• Step in personally on the most sensitive member escalations

Retention and revenue

• Drive member retention and re-enrollment, and track the KPIs behind them

• Build the re-enrollment strategy that brings members back year after year

• Track the cancellation rate and work to bring it down

• Partner with the Program Director on high-value transactions and add-on sales, and own the results

• Keep declined payments tracked and followed up

Trips and events

• Own finances, reporting and forecasting for member trips and public events, including attrition and guests

• Make sure members travelling internationally get the visa support they need

• Be on site at member trips and live events as the member-facing point of contact

Reporting and systems

• Deliver weekly reporting to leadership

• Keep Salesforce member records clean, complete and current

• Track performance across each part of the program

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The Team

• Report to the Program Director

• Partner cross-functionally with Billing, Finance, Rev Ops, Events and Travel

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Travel

This role travels frequently, domestically and internationally, including long event days and weekends. This includes:

• Exclusive member trips and destination experiences around the world

• Member-only weekends and live events

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What Success Looks Like

• Member retention and re-enrollment rates are steady or growing

• The cancellation rate trends down, and escalations are resolved quickly

• High-value transactions and add-on sales hit target

• Trips and public events come in on budget, with accurate forecasts

• Salesforce is accurate, and weekly reports go out on time

• Members see you as their go-to person in the program

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What We Are Looking For

• 3+ years in a senior client-facing role in a premium membership, hospitality or high-touch service setting

• Warm, personal communication style that makes members feel looked after

• Calm, confident handling of escalations and difficult conversations

• Strong with numbers: budgets, forecasting and reporting

• Comfortable in Salesforce, with high standards for data accuracy

• Highly organized, able to juggle trips, events and members at once

• Experience with group travel or event logistics, including rooming, vendors and on-site support

• Working knowledge of member contracts, payment plans and retention or save processes

• A good eye for member-facing marketing and comms

• Collaborative, and able to work well with people across member experience, marketing and fulfillment

• Available for frequent domestic and international travel

• Valid passport

• You live in the United States and are authorized to work here without sponsorship

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Compensation

$65,000 a year base salary, full-time, W2.

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How to Apply

Apply through this page. You will be asked about the client relationships you have owned, the retention numbers you have carried, a member who is not renewing, and a trip or event budget you have run.

Robbins Research International is an equal opportunity employer.