Role Overview

Job Description - Membership Manager

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

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

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

Preferred Skills

Hospitality or service industry background
Experience in loyalty programs or membership-based business models
Strong analytical and reporting skills

Key Success Metrics

Membership sales targets achievement
Customer retention and repeat business
CRM engagement effectiveness
Revenue contribution from membership programs