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Regional Manager, Member Engagement

  • Department:
    Member Services
  • Status:
    Full-Time
  • Reports to:
    VP, Member Engagement
  • Location:
    Denver, Colorado (Hybrid)

POSITION DESCRIPTION

We are seeking a highly skilled team Manager who will oversee a regionalized team (approximately 8-10) of Ambassadors (Membership Account Managers) that supports the top-performing revenue team within the organization. The team of Ambassadors that you will manage directly oversees a multi-million-dollar portfolio of Exclusive Resorts Club Memberships. As a Regional Manager, you will need to be an expert in timeline and task management with high-level organizational, time management, and decision-making experience, effective communication, and strong interpersonal skills. You will be a strong leader and confident in driving regional team performance and achievement to Department and Company established goals. In addition, you will possess a strong understanding of balancing business goals while upholding high service standards for our Members.

 ROLES AND RESPONSIBILITIES

·       Facilitate bi-weekly meetings with each team member individually and the team as a group, to review overall performance, department objectives, and personal goals. You will be responsible to drive regional team performance while also encouraging emotional balance, team motivation, and accountability.

·       Oversee the daily tasks of the regional team – including working with Ambassadors to increase Member usage and days sold through various methods, working with the team and their Members on collection efforts, and supporting the team in building strong relationships with their clients to encourage highest possible Member satisfaction possibly resulting in Membership upgrade or extension.

·       You will lead the regional team in handling high-end clientele with varied needs and temperaments – including handling elevated calls as needed and daily post-trip survey follow-up.

·       You will manage and oversee the daily regional team support channels- inclusive of the regional team email inbox, regional team phone line, and regional chat inbox. You will also participate in our Department on-call manager rotation.

·       Assists team with employment needs including but not limited to - administering performance reviews, addressing employee relations activities, managing individual schedules, recruitment activities, employee development & training, and mentorship

·       Assists the Sales team on prospect calls and assignment of new Memberships in Regional territory. You will also manage regional team Membership queue assignments and transfers.

·       Must be an objective mentor and be able to counsel, discipline, recognize and motivate the team. Implement and maintain a disciplinary process within the company and departmental standards

·       Have a comprehensive knowledge of all contracts currently active within the club in order to assist others

·       Approve FTO, vacation requests, and requested days off

·       Works with Member Services Management on departmental developments. Will aide in the development of new procedures and communication within the Member Services department and tangential departments

·       Conduct interviews for eligible departmental candidates

 Other Duties and Responsibilities (This includes but is not limited to:)

·       Maintains a positive work environment 

·       Provides high-quality customer service to Club Members

·       Responsible for Member satisfaction, club experience, and building Member rapport and club affinity 

·       Must thrive in a multi-tasking environment with the ability to talk, analyze, problem-solve, navigate computer screens and deliver product/service information while effectively communicating with Members 

·       Must be friendly, gracious, informative, and provide anticipatory service while achieving desired performance

·       Potentially overseeing remote regional team members in multiple time zones

·       Responsible for all Member communication via phone and e-mail

·       Build Member profiles, notes, and preference details in the assigned database

·       Maintain a smaller Membership base while providing a high level of customer service required of all Exclusive Ambassadors (Membership Account Managers). This includes helping assigned Members utilize their Membership in line with specific contracts, booking trips, and liaising with onsite teams in executing trips

·       Some travel required

·       Other duties may be assigned or changed at any time

 

EDUCATION, SKILLS, AND EXPERIENCE

·       Bachelor's degree (B. A.) from four-year college or university; and 3 – 5 years of related experience

·       Previous leadership and/or management experience 3 – 5 years of related experience

·       Strong customer service and/or client relations required

·       Service experience in the hospitality industry preferred

·       Experience with interacting with sophisticated travelers and high-end clientele preferred

·       Experience within other functional areas of hospitality operations a plus

·       Disciplined, strong work ethic, self-motivated, and extremely goal-oriented

·       Excellent communication skills including listening and persuading customers

·       Ability to multi-task, prioritize and manage time effectively

·       Eagerness to learn and ramp up quickly

·       Experience working with CRM, specifically Salesforce

 

COMPENSATION AND BENEFITS:

Compensation:

  • Targeted total annual compensation: $75,000-$90,000
  • Opportunity to earn commission
  • Quarterly bonus’

Benefits:

  • Medical
  • Dental
  • Vision
  • Life, STD, LTD
  • 401k
  • Travel Benefits