Member Success Concierge

About BNI®: 

Established in 1985, BNI is the world’s largest business referral network. With over 325,000 small-to medium-size business Members in over 11,000 Chapters across 77 Countries, we are a global company with local footprints. Our proven approach provides Members with a structured, positive, and professional referral program that enables them to sharpen their business skills, develop meaningful, long-term relationships, and experience business growth. 

Visit to learn how BNI has impacted the lives of our Members and how it can help you achieve your business goals. 

Position Summary 

Member Success Concierge plays an important role in delivering exceptional service and assistance to BNI Members, Chapters, and regional leadership. Member Success Concierges work directly with Area Directors and Regional Development Teams to support new and existing Members. Member Success Concierges are integral in promoting a positive experience for BNI Members at all stages of their Membership. 

Roles and Responsibilities 

• New Member Success: Help new Members through their first year in BNI by welcoming them, providing prescribed check-ins, and remaining a source of information and guidance throughout their tenure in BNI. Monitoring and managing activities related to the CARE report to proactively address issues with first year Members.  
• Training Support: Assist new Members, ensuring they understand BNI’s available training and resources, value of continued training, and facilitate registration for critical training.  

• Customer Support: Serve as a point of contact for BNI Members, and Visitors, offering guidance, assistance, and troubleshooting for membership-related concerns. Address and resolve any technical or operational issues that arise, ensuring minimal disruption to Chapter activities. Working with the leadership teams and Area Directors to ensure Chapter compliance with adherence to BNI policies, procedures, standards, and maintaining high levels of professionalism. Act as a point of contact for issues resolution for all BNI Members.  

• Retention and Feedback Collection: Work to retain dropped Members. Gather feedback from dropped Members to improve field operations, service delivery, and Member satisfaction.  

• Event Support: Assist in supporting BNI events, workshops, and networking meetings, including promoting events and providing registration assistance. 

• Visitor Follow: Follow up with Visitors that request help to ensure appropriate customer support is provided. Through BNI Basic or Expression of Interest forms.  

• Launch Assistance: Collaborate with Launch Directors to aid as needed with launch efforts and assisting new Members in their journey.
   

Core Competencies  

• To be successful in this role, the individual should have the following core competencies: Customer Service Excellence, Organizational and Time Management skills, Excellent Communication, Team Collaboration and Support, Retention and Relationship Management, Strict attention to Compliance and Policies, Adaptability and Flexibility, Problem Solving, Reporting and Documentation Skills, Networking and Relationship Building 

Physical Demands and Working Conditions 

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. 

This is a full-time position. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Learn more at BNI.com 

 An equal opportunity employer. 

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