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Acct. Director, Member Relations - North Central



United States · Remote
Posted on Saturday, June 29, 2024

Virtuoso® is the leading global travel agency network specializing in luxury and experiential travel. This by-invitation-only organization comprises over 1,200 travel agency locations with more than 20,000 travel advisors in 54 countries throughout North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with more than 2,300 of the world’s best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access. Normalized annual sales of (U.S.) $28-$32 billion make Virtuoso a powerhouse in the luxury travel industry. For more information, visit

The Account Director, Member Relations has overall portfolio responsibility for achieving departmental goals for Virtuoso Member Agency engagement with Virtuoso products, services, and preferred supplier production by developing and monitoring, in partnership with the Member Agency Owner/Manager, a strategic engagement and growth plan.

Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Developing strong member relationships to achieve Key Performance Indicators (KPI’s) including:
    1. Achieving performance benchmarks and assigned sales and engagement goals, including but not limited to
      1. Usage of Preferred Partners
      2. Engagement in Virtuoso Services: Marketing, Events, etc.
      3. Data Management Support
      4. Account Management Goals
  2. Develop and implement, with Agency management, action plans for growth and engagement with Virtuoso to measure and achieve KPI’s.
  3. Collaborate with Virtuoso colleagues by sharing Member feedback and industry intelligence to improve current programs and strengthen Member relevancy.
  4. Participate in company initiatives and on committees, communities and other Virtuoso initiatives as assigned by Director.
  5. Manage projects as assigned to support growth in Member Engagement.
  6. Work within assigned budget.

Increase Member Sales

  1. Educate, advocate for, and train member agency owners, managers, and advisors on relevant Virtuoso products and services to increase engagement.
  1. Collaborative and strategic business planning with Agency Owner and Management to develop growth and profitability plans which introduce increased Virtuoso products and services.
    1. Act as primary contact for Virtuoso members in assigned region.
    2. Professionally represent Virtuoso’s products and services.
    3. Provide performance feedback to identify and segment agents/agencies.
    4. Develop and implement members’ customized business plans including preferred supplier and client base growth.
    5. Ensure member agencies are fully participating in Virtuoso marketing initiatives.
  2. Increase travel advisor preferred supplier sales and engagement. Engage member agencies while appealing to advisors who may currently not be engaged with Virtuoso.
    1. Act as liaison for travel advisors.
    2. Increase the number of travel advisors involved in sales and development programs (Alliances, Communities, Professional Development, Reviews and Recommendations, Lead Generation, Wanderlist, and other and new programs as introduced).
  3. Maintain and monitor the health of the existing agency membership base and assist with the growth of the membership.

Develop and Maintain Member Relationships

  1. Build and maintain relationships with agency owners, managers, and advisors.
    1. Create a calendar of sales calls and communication plan with clearly defined and measurable objectives.
    2. Record all member meetings, sales calls, phone calls and written communication in CRM system.
    3. Execute annual membership investment with agency owners and management.
    4. Actively engage members through Virtuoso and agency meetings, events, and focus groups
    5. Prepare and present member relevant presentations.
  2. Effectively communicate member needs to the Virtuoso organization.
    1. Provide Member feedback to Director and to Global Member Partnerships leadership as appropriate.
    2. Timely response to both internal and external inquiries and communications.

Educational and Skills Requirements:

  • Bachelor’s degree in Business, Marketing, or related field
  • CTA/CTC/CTIE preferred
  • 5-7 years of Travel Industry Sales or Account Management/Customer Service experience
  • Proven ability to educate, motivate and sell
  • Highly motivated and proven ability to thrive in a self-motivated environment, working independently and collaborate with a team
  • Excellent communication skills
  • Ability to relate well to individuals on one-to-one basis and in larger group presentation settings
  • Excellent presentation skills
  • Experience with or working knowledge or selling travel, selling to travel agencies
  • Ability to multitask, prioritize and problem solve independently in a deadline driven environment
  • Experience with developing and managing business plans
  • Forward thinking, curious, and creative
  • Aware of current business trend knowledge
  • Able to collect and analyze complex information, problem solve, and make decisions
  • Strong skills in inspiring the win-win-win
  • Ability to work independently

Travel Requirements:

  • Travel is required, approximately 50% or more of the time. The nature of this travel includes Virtuoso meetings and events, member strategic meetings and events.
  • Travel will be primarily domestic but may include some international.

Type/Nature of Contacts:

  • Internal: Key job contacts are primarily with managers and director level staff outside of the job’s immediate work unit/department.
  • External: Daily contact with member agency owners, managers, and advisors.

We offer a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

Pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location, experience, knowledge, skills, and abilities of the applicant.