Member Experience Manager

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HR specialist with 8+ years experience in global environments. Skilled in people operations, onboarding, employee engagement, and leadership. Proven…

About Essentialist

Essentialist is a members-only travel service with offices in New York, Palma de Mallorca, and Mexico City. With a team of dedicated destination specialists and a wide-reaching network of travel writers, we are on a mission to transform the way the sophisticated, global community travel and experience the world around them. Essentialist works with local experts in each destination to uncover hidden gems and connect members to the people and places that make each destination unique.

About the role

The Member Experience Manager at Essentialist is the ambassador of the brand and upholds a key role within the organization. In this position, the Membership Experience Manager will be the liaison with members and travel team by nurturing relationships with the goal to build the member’s profile and increase trip engagement while ensuring that our members’ experience is fully maximized as they dream and plan travel with Essentialist. This is a client facing role integral to the success of the Membership department.

Responsibilities

• The Member Experience Manager leads continued member engagement activities, as well as the trip request and travel building process.
• The Member Experience Manager is responsible for excellence in execution for anything related to the Essentialist member and the management of their travel experience.
• He / She conducts communication with members: calls, email, chat,.. and engages in continuous relationship building with them
• Maintains accurate member profiles and oversees ongoing member portfolio management to enhance satisfaction, maximize member engagement and trip opportunities
• Manages member and trip planning data efficiently across systems for performance tracking
• Upholds the highest level of customer service, ensuring member satisfaction while supporting team initiatives
• Leads end-to-end itinerary planning for member trip requests, collaborating fully with Destination and Travel Design teams
• Manages member portfolios, conducts regular outreach, implements the clienteling plan and develops member loyalty.
• Performs comprehensive sales analysis, as well as regular portfolio and loyalty reviews

Qualifications/Requirements

• Bachelor’s Degree
• 5+ years of experience in luxury retail sales or customer services, account management and/or customer service-related role is required
• Experience with luxury brands, luxury hospitality, clienteling and HNWI is desirable
• Excellent communication skills – oral and written; native level English required
• Experience interacting with sophisticated travellers and affluent clientele. Passionate for travel.
• Ability to work autonomously, efficiently and under pressure, with a strong focus on KPIs, as well as required performance metrics
• Strong sales and storytelling skills
• Clear demonstration of a customer-first mindset, and strong interpersonal skills with the ability to engage effectively with members.
• Impeccable attention to detail is key, as to be a highly motivated, energetic and collaborative team player
• Takes initiative, is proactive and creative in formulating ideas and solutions to enhance the member journey
• Must have high degree of professionalism, positive attitude, and high energy
• Result-oriented and comfortable working under pressure in a high-growth, fast paced, and dynamic environment
• Maintain high standards of customer service and member satisfaction according to company goals
• Ability to work 10:00am – 6:00pm with flexibility to work shifts, including evenings, weekends and holidays, to accommodate members as needed to cover US based members
• To be eligible to work and reside in Spain

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Business Development, and Public Relations

• Industries

  Consumer Services and Executive Offices

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