Member Experience Manager

4 days ago


Lucknow, Uttar Pradesh, India Club Mahindra Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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