Sr. Director, Member Success
: Job Details :

Opportunity

Join LHW Member Experience team to lead the transformation of its Customer (Member) Success Team. A strategic leadership role that understands the needs of the clients (member hotels), champions solutions for their business requirements. This thought leader will ensure Customer Success strategy and framework is executed for the Membership team. This position will lead the Member Success Team and work closely with the Director, Members Success Operations and Senior Director, Enablement and Support to maximize member experience to one focused on proactively delivering, proving and celebrating the dramatic impact we make on what hotels care about most. Senior Director, Member Success will report to the Vice President, Membership and will travel as the job requires.

Responsibilities

• Be able to understand and articulate the needs of the Member Hotels
• Work with the LHW team to create and execute solutions for the business needs of Member Hotels
• Create and execute the Member Success Team Organizational Structure in leadership with VP Member Experience
• Lead the Member Success Team in daily operations in addition to being responsible for the overall OKR creation and achievements
• Act as the escalation point for the Directors, Member Support to support the hotel matters (ex: Contract negotiations, guest satisfaction issues, quality related issues, etc.)
• Act as a key partner in messaging and activation of the new membership model to member hotels in partnership with Global Head of Renewals
• Support in creation of process and systems including but not limited to Playbooks in partnership with Director, Member Support Operations
• Manage in person and virtual meetings with new and existing hotel Owners, General Managers, Asset Managers, and key Department Heads when needed
• Become a vocal champion for the Member Success movement within Membership and across LHW

Requirements

• You are passionate about luxury hotels and have experience in travel, sales, marketing, and revenue
• You have excellent communication skills – written and spoken - with the ability to tailor your style and tone based on the message, medium, and audience
• You enjoy creating and giving presentations to various audience types (ie: Ownership, GM, Asset Managers, DOSMs) and sizes (1-1s to 100s) with executive polish and presence
• You have strong business acumen and analytical skills ability to analyze market intelligence reports
• You have the natural ability to influence others, build trust and relationships
• You can think strategically and can get things done in a collaborative manner

Compensation

Expected Salary: $156,800-180,000*

Target Incentive bonus: 25%• Actual compensation within that range will be dependent upon the individual's skills, experience, and location.

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• 27 days of Paid Time Off (PTO), 11 paid holidays, including birthdays as a personal holiday
• Medical coverage available within the first month
• Health Savings Account (HSA) with Company contribution
• 401(k) company match up to 4% of salary
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees' passion for travel
• Unlimited access to financial advisors

About The Leading Hotels of the World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW's collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW's tiered guest loyalty program Leaders Club.

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.

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