Chantell Coyour

Sr Manager Member Experience & Member Experience Operations Leader @Veris Insights

Decatur, GA, US

Own and manage a portfolio of ~28 strategic member accounts, delivering tailored, insight-driven support and ensuring a consistently high-quality member experienceServe as a trusted advisor to members by responding to custom research requests, navigating insights, and proactively driving engagement through follow-ups and thought leadershipRepresent member needs internally by surfacing product feedback, identifying engagement risks, and partnering cross-functionally to improve service deliveryLead and directly manage a cohort of Member Experience Associates (MXAs), overseeing performance, day-to-day execution, and professional developmentCoach early-career talent on core competencies including writing, communication, prioritization, problem solving, and trusted advisorshipSet goals and track progress for MXAs aligned to divisional priorities and individualized growth pathsReview and support high-impact deliverables such as member communications, custom decks, data management, internal knowledge documentation, and event coordinationOwn the design, evolution, and execution of the MXA program as a long-term internal talent pipeline into Strategy Lead and Partnership Lead rolesBuild and maintain onboarding experiences, ramp milestones, SOPs, and training materials to support scalable, efficient team operationsPartner with senior leaders to pilot structured transition models and ensure readiness signals for MXAs advancing into full-time rolesDrive operational excellence through the maintenance and improvement of centralized systems, workflows, and reporting tools

Marygrove College

Bachelor of Arts (BA), International/Global Studies