What are the responsibilities and job description for the Director, Member Services position at Exclusive Resorts LLC?
POSITION DESCRIPTION:
We are seeking an accomplished and visionary leader to join us as the Director, Member Engagement. In this role, you will oversee a team of Regional Managers and support the success of their Ambassador teams. Reporting directly to the Vice President, Member Engagement, you will be responsible for driving strategic initiatives, inspiring innovation, and upholding the highest standards of service excellence across the organization. The Director will manage a substantial portion of the Club’s multi-hundred-million-dollar portfolio of Exclusive Resorts Club Memberships, establish departmental goals, and ensure seamless alignment with organizational objectives.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- Develop and execute the Member Services strategy in conjunction with VP, Member Engagement, aligning departmental goals with organizational priorities
- Monitor and analyze performance metrics across regions to identify trends, opportunities, and areas for improvement
- Collaborate with VP, Member Engagement to shape long-term objectives for Member Services and contribute to overall business strategy
- Provide direct supervision to Regional Managers, ensuring they have the tools, training, and resources to lead their teams effectively
- Foster a culture of accountability, collaboration, and continuous improvement across all Membership Services teams
- Conduct monthly coaching and strategy sessions with Regional Managers to align on regional performance and challenges
- Uphold the highest service standards for Members, guiding teams in delivering a personalized and exceptional Member experience
- Oversee initiatives to enhance Member satisfaction, including process improvements and innovative service models
- Implement actionable insights from surveys and feedback mechanisms
- Act as a liaison between the Member Services Department and other divisions, such as Sales, Operations, and Marketing, to streamline processes and ensure seamless execution of initiatives
- Assist in cross-functional projects, particularly those aimed at driving Member engagement and retention
- Lead the development and implementation of policies, procedures, and performance standards for Member Services
- Manage the department’s on-call leadership rotation and ensure readiness for elevated or escalated Member issues
- Oversee budget allocation for Member Services region, ensuring efficient resource utilization
- Drive talent acquisition and retention strategies, ensuring a pipeline of qualified and motivated team members
- Mentor emerging leaders within the Member Services Department, preparing them for future leadership roles
ADDITIONAL REQUIREMENTS:
- Highly organized with strong problem-solving skills
- Growth-oriented mindset and ability to innovate in a dynamic environment
- Maintains a positive work environment
- Provides high-quality customer service to Club Members
- Responsible for Member satisfaction, club experience, and building Member rapport and club affinity
- Must thrive in a multi-tasking environment with the ability to talk, analyze, problem-solve, navigate computer screens and deliver product/service information while effectively communicating with Members
- Must be friendly, gracious, informative, and provide anticipatory service while achieving desired performance
- Willingness to travel as required
- Other duties may be assigned or changed at any time
EDUCATION, SKILLS, AND EXPERIENCE:
- Bachelor's degree (B. A.) from four-year college or university; MBA preferred and/or 7 – 10 years of related experience
- 7–10 years of leadership experience, with a proven track record in managing multi-level teams and complex operations
- Demonstrated ability to develop and execute strategic plans, achieve key performance indicators, and foster team development
- Exceptional interpersonal and communication skills, with expertise in handling high-end clientele
- Deep understanding of luxury service standards and client relationship management, preferably in the hospitality or travel industry
- Proficiency with CRM systems, including Salesforce, and data-driven decision-making.
- Experience with interacting with sophisticated travelers and high-end clientele preferred
- Experience within other functional areas of hospitality operations a plus
- Disciplined, strong work ethic, self-motivated, and extremely goal-oriented
- Excellent communication skills including listening and persuading customers
- Ability to multi-task, prioritize and manage time effectively
- Eagerness to learn and ramp up quickly
COMPENSATION:
- Base salary: $90,000-$100,000
- Quarterly bonus’
- Targeted total annual compensation: $110,000
BENEFITS
- Medical
- Dental
- Vision
- Life, STD, LTD
- 401k
- Commuter Benefits
- Hybrid Office Environment (3 days in office minimum)
- Travel Benefits
Salary : $90,000 - $100,000
