Role Overview
The Membership Manager will be responsible for driving membership sales, designing customer engagement programs, and ensuring achievement of revenue targets . The role also includes managing customer relationships and enhancing the overall guest lifecycle through structured CRM practices. Closely working with CRS/ Operations & Marketing Team of VITS
Key Responsibilities
Membership Planning & Strategy
- Design and develop membership programs, booklets, offers, and promotional plans as per locations/ properties for VITS
- Create attractive packages aligned with business goals and customer preferences
- Continuously review and improve membership benefits to drive retention and repeat business
Sales & Target Achievement
- Achieve monthly, weekly, quarterly, half-yearly, and annual sales targets
- Drive revenue through active membership sales and upselling initiatives
- Track performance and implement corrective actions to meet targets
Customer Engagement
- Build and maintain strong relationships with members
- Ensure high levels of customer satisfaction and repeat engagement
Handle customer queries and provide prompt resolutions
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CRM & Customer Lifecycle Management (Add-on Responsibility)
- Manage customer data and interactions using CRM tools (e.g., Relo or similar platforms)
- Conduct regular follow-ups, outbound calls, and engagement campaigns
- Track customer journey from onboarding to retention
- Maintain updated customer database and interaction history
Support marketing initiatives such as promotions, loyalty programs, and feedback collection
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Key Requirements
- Prior experience in membership sales, hospitality sales, or customer engagement roles
- Strong understanding of customer lifecycle and retention strategies
- Experience in CRM tools and customer journey platforms (Relo or similar)
- Excellent communication, negotiation, and interpersonal skills
- Target-driven mindset with strong follow-up and closure abilities
Ability to handle calls, customer interactions, and relationship management effectively
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Preferred Skills
- Hospitality or service industry background
- Experience in loyalty programs or membership-based business models
Strong analytical and reporting skills
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Key Success Metrics
- Membership sales targets achievement
- Customer retention and repeat business
- CRM engagement effectiveness
- Revenue contribution from membership programs
