Member Care Director

Inspirato; Victoria; On-site; CAD 45,000 - 62,000; Full time

Job summary

An established industry player is seeking a Member Care Director to drive member satisfaction and revenue growth. This role is pivotal in managing relationships with affluent clients, ensuring exceptional service through proactive communication and problem-solving. You will thrive in a dynamic environment, focusing on retention and member engagement while collaborating with a dedicated team. With a competitive compensation structure and unique perks, this opportunity offers a chance to make a significant impact in the luxury travel sector. Join a company that values diversity and is committed to creating unforgettable experiences for its members.

Benefits

15 days Paid Time Off

9 Paid Holidays

FAM Trip after one year

Commission eligibility

Qualifications

• 4+ years of account management or sales experience required.
• Strong communication and negotiation skills are essential.

Responsibilities

• Owns member care and focuses on revenue growth and retention.
• Provides personalized service and resolves member issues.

Skills

Account Management

Sales

Communication Skills

Negotiation Skills

Presentation Skills

Detail Orientation

Problem Solving

Education

BA/BS degree

Equivalent experience

Tools

MS Outlook

Salesforce

Chat applications

Job description

Job Title: Member Care Director

Reporting to: Manager of Member Success

Location: Victoria, British Columbia

The Downtown Denver-based Company seeks a dynamic sales and service-oriented professional who is highly organized and has experience catering to our unique luxury clientele. There is no business like the vacation business and the Inspirato brand of vacation is like no other in our industry. We are building a team of like-minded individuals with a laser focus on Inspirato members.

Job Expectations

The Member Care Director owns every facet of the business for their dedicated member base, focusing primarily on revenue goals, long-term retention problem solving and Inspirato member satisfaction. They will provide personalized member service through excellent member rapport, proactive and professional communications resulting in an engaged and satisfied member base. The ideal candidate will thrive in an environment where they develop relationships and exceed expectations for a member base that expects nothing short of exceptional.

Position Based Responsibilities/Preferences

1. Focuses on revenue growth opportunities within the territory that contributes to: department booking goals, retention via subscription or annual dues, term extensions and upgrades.
2. Role is independent work with additional responsibility of working as a partner in a team. Initiates work in support of departmental and organizational initiatives and vision as defined by leadership.
3. Takes the lead on all member recovery concerns as needed, using independent discretion to resolve member issues, escalating only as required.
4. Approaches problems in a productive way, assumes positive intent, contributes to a positive culture, and remains productive by adapting to changing circumstances.
5. Demonstrates personal accountability and strength of character while also understanding the impact of actions on others.
6. Effectively articulates ideas in both written and verbal formats and seeks and values diverse opinions.
7. Provides feedback and coaching to motivate others and takes accountability for missteps and mistakes.
8. Is results oriented, embraces goals, and takes ownership of results and outcomes.
9. Weekend / Holiday / Early Morning / Evening coverage is required.

Qualifications

1. BA/BS degree or equivalent experience
2. 4+ years of account management, sales, or other relevant experience
3. Candidates must have experience and confidence working closely with a multitude of affluent clients. In addition, we are seeking:
   1. Demonstrated ability to communicate, present, collaborate and influence credibly and effectively – with members, internal teams, management, etc.
   2. Has met or exceeded stated goals or quotas
   3. Experience in delivering member-focused solutions based on member needs
   4. Proven ability to manage multiple projects at a time while paying strict attention to detail
   5. Excellent listening, negotiation, and presentation skills
   6. Excellent verbal and written communications skills
   7. Proficiency with current communication technology (MS Outlook, Salesforce, Chat applications, etc.) and aptitude to learn new systems
   8. Prior experience in a selling environment
   9. Prior management experience a plus

Compensation

Ranges $45,000 - $62,000 CAD Base Salary, $80,000 - $97,000 CAD On Target Earnings. We believe in building a compensation structure that reflects the comparable market pay rate for positions at companies similar in size, revenue generation and geographic location; in addition to individual factors including seniority, performance-based merit, education/training, and experience related to scope of responsibilities.

Commission: This position is eligible for the 2025 Commission Plan. Additional details will be set forth after your initial start date.

Paid Time Off: Accrues each pay period, totaling 15 days annually, plus nine paid holidays.

FAM Trip: After one year of employment, eligible for one three-to-four-night stay per calendar year in an Inspirato property, subject to availability and program terms.

About Us

Based in Denver, Colorado, Inspirato (NASDAQ: ISPO) is a luxury travel company providing affluent travelers access to a managed and controlled portfolio of hand-selected vacation options to ensure world-class service and certainty. Our portfolio features 100+ destinations, 350+ luxury homes, 50+ hotels and resorts, and custom travel experiences worldwide, available exclusively to our members. At Inspirato, our mission is to inspire lasting memories and relationships by enhancing the way our members experience the world. Guided by our core values of care, courage, collaboration, and curiosity, we strive to deliver exceptional service and unique travel opportunities that create unforgettable experiences. Join us in our journey to enrich lives through meaningful connections and inspire a world of lasting memories!

Equal Opportunity Employer

We are passionately committed to promoting diversity, equity, and inclusion in all we do—within our workplace, through our business initiatives, in our marketing efforts, and in the causes we support. As an innovator in the industry, we recognize the valuable role diverse perspectives play in keeping us at the forefront of our business. Together, we span ages, abilities, cultures, races, religions, gender identities, and sexual orientations. We not only embrace those differences; we celebrate them. Inspirato is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to fostering an inclusive environment where everyone feels valued and respected.

California applicants can access Inspirato’s California Applicant and Employee Privacy Policy here: https://www.inspirato.com/legal-pages/california-applicants

Application deadline: All applications are due by 5pm MST, April 21st