Build Meaningful Member Relationships. Drive Engagement. Shape the Future of Club Vacatia.We're looking for a strategic, relationship-driven Club Vacatia Director to lead our member success team and help shape the future of the Club Vacatia experience.
This isn't a traditional customer service leadership role. We're looking for someone who understands that exceptional member experiences go beyond answering questions or resolving issues. They're built through meaningful relationships, proactive engagement, education, and helping members recognize and maximize the value of what they have.
As Club Vacatia Director, you'll lead a team of Success Managers, develop strategies to strengthen member engagement and retention, increase adoption of Club Vacatia benefits and digital tools, and create opportunities for long-term loyalty and advocacy.
You'll have the opportunity to build a proactive member success function, influence how we engage with our members, and help shape an experience that keeps them excited about being part of Club Vacatia.
Your ImpactBuild and Lead the Club Vacatia Member Success Strategy- Develop and execute proactive member engagement strategies that strengthen relationships, satisfaction, retention, and loyalty.
- Establish clear operating practices, performance expectations, and service standards for the Club Vacatia Success team.
- Create personalized engagement approaches that address member needs throughout their membership journey.
- Identify opportunities to improve the Club Vacatia experience and strengthen the value members receive.
Develop a High-Performing Team- Lead, coach, and develop Club Vacatia Success Managers responsible for managing member relationships and portfolios.
- Build a culture centered on proactive service, relationship building, accountability, and continuous improvement.
- Establish meaningful performance goals and provide ongoing coaching, feedback, and development.
- Ensure Success Managers have the tools, training, and resources needed to deliver exceptional member experiences.
Strengthen Member Engagement, Education and Retention- Develop strategies that help Owners, Members, and Guests better understand and use Club Vacatia benefits, services, and programs.
- Identify opportunities to re-engage inactive or underutilizing members.
- Improve member onboarding, education, ongoing communications, and proactive outreach.
- Use member feedback and engagement trends to identify opportunities to strengthen satisfaction and long-term retention.
- Develop member advocacy and referral initiatives in partnership with Sales and Marketing.
Elevate the Digital Member Experience- Drive adoption of Club Vacatia's digital tools, online resources, and self-service capabilities.
- Partner with Product and Technology to identify opportunities to simplify and improve the member experience.
- Ensure the Success team can confidently educate and guide members through digital services.
- Use member feedback and usage trends to recommend improvements and support new digital initiatives.
Drive Performance and Continuous Improvement- Establish and monitor performance measures related to engagement, retention, satisfaction, adoption, referrals, quality, and team productivity.
- Use data and member insights to identify trends, opportunities, and areas requiring attention.
- Improve portfolio management, workflows, service processes, and member communication practices.
- Partner across departments to resolve recurring challenges and create a more seamless member experience.
- Provide leadership with meaningful insights and recommendations that support the continued evolution of Club Vacatia.
What You Bring- 7+ years of progressive experience in customer success, member services, account management, hospitality, customer experience, loyalty, or a related field.
- 3+ years of experience leading customer success, membership, account management, or customer-facing teams.
- Demonstrated success developing proactive engagement, retention, or relationship-management strategies.
- Experience leading teams responsible for managing customer or member portfolios.
- A strong understanding of the customer lifecycle, loyalty, retention, and what drives meaningful long-term relationships.
- A passion for developing people, building high-performing teams, and creating exceptional member experiences.
- Strong analytical skills with the ability to translate customer insights and performance data into meaningful improvements.
- Experience using CRM, customer engagement, reporting, and digital service platforms.
- Excellent communication, coaching, problem-solving, and cross-functional collaboration skills.
- The ability to balance strategic thinking with hands-on leadership and operational execution.
- A bachelor's degree in Business, Hospitality, Customer Experience, Communications, Marketing, or a related field, or equivalent relevant experience.
Bonus Points- Experience in vacation ownership, hospitality, travel, membership organizations, subscription services, or loyalty programs.
- Experience building or transforming a customer success or member engagement function.
- Knowledge of customer segmentation, lifecycle engagement, digital adoption, and member retention strategies.
- Experience developing customer advocacy or referral programs.
- Experience leading remote or geographically dispersed teams.
- Spanish or Portuguese language proficiency.
Location & Work EnvironmentThis position offers the flexibility to work remotely or from a Vacatia corporate or service location, depending on business needs.
Occasional travel to corporate offices, resorts, operational locations, or company events may be required. Flexibility to support teams and members across multiple time zones is important.
Join UsIf you're a customer success leader who believes that strong relationships create lasting loyalty, who loves developing people, and who is excited about building something meaningful, we'd love to hear from you.
Come help us create a Club Vacatia experience those members understand, value, enjoy, and want to share with others. 
