Membership Sales Specialist

BPTP Ltd.; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

BPTP Ltd. in Gurugram seeks a senior leader to own Membership Sales and Guest Experience across premium properties.

You will drive conversion from walk-ins, referrals, events and qualified leads, build engagement plans, and ensure monthly and quarterly targets are met. You will lead the Guest Relationship team, set KPIs, mentor staff, coordinate with Sales, Marketing, CRM and Projects, and push data-driven improvements through analytics.

Qualifications

• Master’s/Bachelor’s Degree in Business Administration, Hospitality Management, Marketing or equivalent.
• 10–15 years of experience in Customer Relationship Management, Hospitality, Membership Sales, Luxury Sales, Real Estate Sales or Customer Experience.
• Minimum 5 years of experience leading customer-facing or membership sales teams.
• Experience in premium real estate, hospitality, clubs, luxury retail or lifestyle businesses will be preferred.
• Proven track record of achieving membership or customer acquisition targets.
• Strong understanding of CRM systems, customer lifecycle management and service excellence.

Responsibilities

• Drive membership sales by converting walk-in customers, referrals, event visitors and qualified leads into paid members.
• Develop and execute customer engagement strategies to improve membership acquisition and conversion rates.
• Ensure achievement of monthly, quarterly, and annual membership sales targets.
• Monitor sales funnel performance and implement initiatives to improve enquiry-to-membership conversion.
• Identify opportunities for membership upgrades, renewals, referrals and cross-selling of company offerings.
• Ensure timely follow-up of all prospective members through structured engagement plans.
• Design and deliver a premium customer experience across all customer touchpoints.
• Ensure every guest receives personalized assistance throughout their visit.
• Develop standardized guest engagement protocols and service excellence guidelines.
• Handle VIP customer interactions and critical customer concerns with professionalism.
• Monitor customer satisfaction levels and implement initiatives for continuous improvement.
• Ensure timely resolution of guest feedback and complaints.
• Build long-term relationships with members to improve retention and advocacy.
• Develop engagement activities for existing members to increase loyalty and referrals.
• Maintain accurate customer data and interaction history within the CRM system.
• Ensure structured communication throughout the customer lifecycle.
• Lead, coach, and develop the Guest Relationship team to achieve business objectives.
• Set individual KPIs and monitor team productivity and customer engagement effectiveness.
• Conduct regular training on customer experience, hospitality standards, objection handling and membership sales.
• Foster a high-performance, customer-centric culture.
• Coordinate with Sales, Marketing, CRM, Digital Marketing, and Projects for seamless customer journeys.
• Support marketing campaigns, events, launches, and promotional activities to maximize membership generation.
• Ensure effective lead allocation, follow-up and reporting.
• Track competitor offerings and recommend strategies to improve membership proposition.
• Monitor membership sales performance, conversion ratios, customer satisfaction and retention metrics.
• Prepare periodic business reports, dashboards, and management presentations.
• Analyze customer behaviour and recommend improvement initiatives.
• Drive process improvements through customer insights and data analytics.

Skills

Membership sales

Guest experience

Leadership

Objection handling

Customer lifecycle management

Education

Master’s / Bachelor's Degree in Business Administration, Hospitality Management, Marketing or equivalent

Tools

CRM software

Job description

• Drive membership sales by converting walk-in customers, referrals, event visitors and qualified leads into paid members.
• Develop and execute customer engagement strategies to improve membership acquisition and conversion rates.
• Ensure achievement of monthly, quarterly, and annual membership sales targets.
• Monitor sales funnel performance and implement initiatives to improve enquiry-to-membership conversion.
• Identify opportunities for membership upgrades, renewals, referrals and cross-selling of company offerings.
• Ensure timely follow-up of all prospective members through structured engagement plans.

Guest Experience Management

• Design and deliver a premium customer experience across all customer touchpoints.
• Ensure every guest receives personalized assistance throughout their visit.
• Develop standardized guest engagement protocols and service excellence guidelines.
• Handle VIP customer interactions and critical customer concerns with professionalism.
• Monitor customer satisfaction levels and implement initiatives for continuous improvement.
• Ensure timely resolution of guest feedback and complaints.

Customer Relationship Management

• Build long-term relationships with members to improve retention and advocacy.
• Develop engagement activities for existing members to increase loyalty and referrals.
• Maintain accurate customer data and interaction history within the CRM system.
• Ensure structured communication throughout the customer lifecycle.

Team Leadership & Performance Management

• Lead, coach, and develop the Guest Relationship team to achieve business objectives.
• Set individual KPIs and monitor team productivity and customer engagement effectiveness.
• Conduct regular training on customer experience, hospitality standards, objection handling and membership sales.
• Foster a high-performance, customer-centric culture.

Sales Coordination & Business Support

• Coordinate with Sales, Marketing, CRM, Digital Marketing, and Projects for seamless customer journeys.
• Support marketing campaigns, events, launches, and promotional activities to maximize membership generation.
• Ensure effective lead allocation, follow-up and reporting.
• Track competitor offerings and recommend strategies to improve membership proposition.

Reporting & Analytics

• Monitor membership sales performance, conversion ratios, customer satisfaction and retention metrics.
• Prepare periodic business reports, dashboards, and management presentations.
• Analyze customer behaviour and recommend improvement initiatives.
• Drive process improvements through customer insights and data analytics.

Experience & Qualifications

• Master’s / Bachelor's Degree in Business Administration, Hospitality Management, Marketing or equivalent.
• 10–15 years of experience in Customer Relationship Management, Hospitality, Membership Sales, Luxury Sales, Real Estate Sales or Customer Experience.
• Minimum 5 years of experience leading customer-facing or membership sales teams.
• Experience in premium real estate, hospitality, clubs, luxury retail or lifestyle businesses will be preferred.
• Proven track record of achieving membership or customer acquisition targets.
• Strong understanding of CRM systems, customer lifecycle management and service excellence.