Membership Services Manager

Membership Services Manager Job Description

Job Title: Membership Services Manager

Department: Member Services

Reports to: President

Job Summary

The Membership Services Manager is responsible for overseeing the daily activities of the membership services and administrative functions within a travel agency. This role involves engaging with independent contractor travel advisors, ensuring high-quality member service, and implementing strategies to achieve all membership goals.

Key Responsibilities

·        Manage the onboarding process of all new members utilizing Zoho CRM tools securing and maintaining required documentation. Respond to telephone, email, and mail inquiries from members and potential members with general questions regarding the agency.

·        Provide personalized ongoing support as needed to Independent Contractor Travel Advisors with internal processes and supplier support.

·        Act as the liaison between the agency and the consortia, providing resolution to questions and guidance on the use of educational and marketing tools to independent contractor travel advisors.

·        Oversee consistent communication to members by utilizing the private group on Social Media Platform. Develop a biweekly newsletter to be emailed to all members, utilizing Zoho CRM. Develop email campaigns for internal and external use as needed.

·        Create a touch base schedule to ensure each member is personally contacted twice per year. Conduct personal phones calls daily to members and ensure membership satisfaction. Develop an understanding of the Independent Contractor Travel Advisors’ interests’ needs and goals. Communicate findings to executive leadership.

·        Assist with educational development of independent contractor travel advisors aiding in onboarding, training, and business development as needed through virtual and in person training sessions and recorded webinars.

·        Ensure members are proficient in using agency and consortia suite of tools and technologies.

·        Maintain a journal of industry best practice tips, adding to the list as developed. Include best practice tips in each newsletter.

·        Conduct biannual surveys to gauge member satisfaction and loyalty.

·        Assist with the development and execution of agency events.

·        Serve as a strategic manager for executive leadership, providing insights and guidance on workforce planning, independent contractor development and organizational success.

·        Ensure that project goals are met and adhere to approved budgets.

·        Perform tasks assigned to support the overall objectives of the agency.

Required Skill Sets

• Excellent communication and interpersonal skills 
• Ability to coach, mentor, and motivate others 

·        Ability to work independently with minimal supervision and complete required workload

·        Possess initiative and the ability to research to improve personal knowledge and performance.

·        Strong communication and customer service skills along with problem-solving and decision-making abilities.

·        Technology aptitude and competency.

·        Precision to details and planning.

·        Strong leadership and project management skills.

Preferred Experience

• 2-5 years of experience in travel industry sales, account management, or related role
• Customer Service experience
• Formal Education in Marketing, Hospitality, or related field 
• Understanding of the travel agency business models and industry trends 
• Proficiency in CRM systems and data analysis tools 
• Familiarity with digital marketing tools for travel businesses 
• Bonus – knowledge of Zoho CRM and Vacation CRM, Knowledge of travel booking tools and Experience working with a travel host agency or travel consortium 

Benefits

What We Offer

• Competitive salary
• Employer-Sponsored Medical and Dental Insurance with Employee Contribution
• 401k
• Paid Time Off Company Holidays
• Opportunities for professional development and career growth 
• Travel industry perks and discounts 
• Collaborative and innovative work environment 

Work Environment

·        Work in an office environment in Oklahoma City, OK with regular interaction with staff, members, and potential members. Will consider remote work environment for an exceptional candidate.

·        May require occasional travel or attendance at events and conventions.

Vincent Vacations/Travel Agent Pro does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.