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Member Experience Manager

Há 1 mês

Rio Grande do Sul, Brasil Essentialist Tempo inteiro

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Member Experience Manager (Portuguese/Spanish/English speaking)

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 is responsible for supporting the Membership & Partnership team with member portfolio engagement and travel planning coordination. 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:
  1. Organize and conduct new member onboarding calls and maintain accurate member profiles.
  2. Manage member and trip planning data efficiently across systems for performance tracking.
  3. Oversee ongoing member portfolio management to enhance satisfaction and trip opportunities.
  4. Lead the trip planning process by collaborating with the Travel Team for member requests.
  5. Develop strategies to maximize member engagement and trip opportunities.
  6. Coordinate post-trip feedback, surveys, and annual member consultations for travel needs.
  7. Compile and deliver timely reports and project-based analyses.
  8. Uphold the highest level of customer service, ensuring member satisfaction while supporting team initiatives.
  9. Generate innovative ideas and strategies to add value to memberships and drive referrals.
  10. Engage in continuous communication and relationship building with members for renewals and referrals.
  11. Collaborate with the VP of Membership to develop onboarding and engagement communication materials.
  12. Provide support to the Membership & Partnership team on various projects.
  13. Lead end-to-end itinerary planning for member trip requests, managing collaborations with Destination and Travel Design teams.
  14. Monitor and manage member portfolios, conduct regular outreach, and perform annual consultation calls to update profiles and travel calendars.
  15. Perform comprehensive sales analysis, monthly portfolio reviews, and manage new trip requests efficiently.
Qualifications/Requirements:
  1. Bachelor’s Degree.
  2. 2+ years of experience in account management and/or customer service-related role.
  3. Experience in luxury brands is desirable.
  4. Excellent verbal, written, and interpersonal skills required; fluent in Portuguese, Spanish, and English required.
  5. Experience interacting with sophisticated travelers and affluent clientele.
  6. Ability to multitask with strong time management and prioritization skills.
  7. Impeccable attention to detail with high levels of organization, analytical, and collaboration skills.
  8. Takes initiative, is proactive, and creative in formulating ideas and solutions to enhance the member journey.
  9. Must have a high degree of professionalism, positive attitude, and high energy.
  10. Comfortable working under pressure in a high-growth, fast-paced, and dynamic environment.
  11. Maintain high standards of customer service and member satisfaction according to company goals.
  12. Ability to work 10:00am – 6:00pm with flexibility to take calls later as needed to cover US-based members.
  13. Passion for travel, industry experience, and knowledge are a bonus.
  14. Desire to build lasting member relationships and look for opportunities to grow referrals.
  15. Be an advocate for members while upholding the integrity, mission, and goals of the company.
  16. Confidently conduct new membership onboarding calls with high levels of expertise and customer service.
  17. Self-starter with the ability to work independently, executing tasks without continual guidance.
  18. Team player who is ready to assist the team or a member as needed.
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