Member Experience Manager
4 days ago
About the Role
Youll be responsible for enhancing the end-to-end journey of our Club Mahindra members—from onboarding and holiday planning to feedback and retention. This role blends hospitality, data insights, and member advocacy to deliver exceptional service and build lasting relationships.
Key Responsibilities
Lead initiatives to enhance the member journey across all touchpoints: digital, phone, and in-resort
Analyze member feedback and usage patterns to identify opportunities for improvement
Collaborate with resort operations, sales, and customer service teams to deliver consistent, high-quality experiences
Develop and implement loyalty programs, engagement campaigns, and retention strategies
Resolve escalated member concerns with empathy and efficiency
Monitor KPIs such as NPS, member satisfaction, and renewal rates
What We're Looking For
8–12 years of experience in hospitality, customer experience, or member services—preferably in the timeshare or vacation ownership industry.
Strong understanding of member lifecycle and vacation ownership models
Excellent communication and interpersonal skills.
Data-driven mindset with experience using CRM and feedback tools.
Focused revenue generation approach.
Passion for travel, service excellence, and creating memorable experiences.
Why Join Us?
Be part of a team that's redefining vacation ownership
Work in a dynamic, guest-focused environment with opportunities to innovate
Competitive salary, travel perks, and professional development support
A culture that values empathy, collaboration, and excellence
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