The Leading Hotels of the World
Sr. Director, Member Success
New York, NY | $157K - $180K
Qualifications
- 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
Responsibilities
- 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
- 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
Benefits
- 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
- The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions
- 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
- 201-500 employees
- Hospitality, Travel, Accommodation, Leisure, Luxury
- Privately Held
- New York, NY
- Company Specialties:
Sales, Marketing, and Distribution
Company information
Comprised of more than 400 hotels in 80 countries, Leading Hotels is one of the largest luxury hotel collections in the world. Rooted in the locations in which they are found, our members embody the very essence of their destination. Through varied styles of architecture and design and distinct cultural experiences enhanced by passionate people, our collection is for curious travelers looking for their next discovery. Headquartered in New York City, the company maintains offices in 20 cities around the globe. For more information go to www.lhw.com. For career opportunities go to www.lhw.com/careers.
