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Acct. Manager, Member Relations

hace 1 hora

Madrid, Madrid, España Virtuoso A tiempo completo

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 Manager, Member Relations – Continental Europe strives for and supports the successful execution of member account development and engagement. This role drives member performance as it relates to partner revenues, advisor performance, agency engagement and Virtuoso program optimization.

Account Managers will work with the General Manager, assisting in providing input for the design and implementation of the market regional business plan, as it relates to account management to maximize Virtuoso's performance in market.

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

  • Providing input into the regional business plan and budget.
  • Supports delivery and execution of the business plan.
  • Ensuring compliance with the Virtuoso "playbook".
  • Delivery of the key performance metrics as outlined in the Business Plan.
  • Accountability for the member account plans (maps), aligning member's growth & profitability plans with Virtuoso sales, professional development and marketing programs.
  • Maintenance and execution of the company CRM platform.
  • Input into the Virtuoso Owner/Manager Regional Communication and Professional Development programs under the direction of the General Manager.
  • Proactive interdepartmental engagement.
  • Engagement in regional market events and Global Virtuoso events.
  • Provide support to General Manager in identifying and developing new business opportunities and monitoring of competitive context.
  • Develop and execute an acquisition plan to meet New Membership targets according to financial plan.
  • Execute new member onboarding as directed by General Manager and SVP Membership.
  • High profile attendance in member conferences, meetings and education programs.
  • Competitor analysis and reporting.
  • Management of critical member matters.
  • Oversight of production reporting and disputes process to ensure completion in a timely manner.
  • Other duties as required.

Educational and Skills Requirements:

  • Tertiary qualification in Business, Travel & Tourism Management or Marketing
  • 2+ years of related work experience including industry experience, understanding of the luxury market, prior account management experience and experience contributing to team performance
  • Proficient in Microsoft Office Suite
  • Leadership capabilities
  • Fluency in English required. Fluency in German and/or Spanish also required.
  • Project management
  • Excellent presentation skills
  • Interpersonal skills
  • Results oriented with a focus on commercial delivery and understanding of financials.
  • Strong quality service attitude and approach
  • Self-motivated and energetic
  • Champion of company goals and objectives
  • Innovation – Forward thinking, curious and creative
  • Commercial acumen – negotiation and strategy
  • CRM – proficiency in using company platform
  • Marketplace Awareness – Current business and travel industry trends knowledge
  • Analytical Skills (intermediate) – Ability to collect and analyze information, problem solve, and make decisions
  • Collaboration – Strong skills in inspiring the win-win-win

Travel Requirements:

  • Travel is required, approximately 35%+ of time visiting members, attending events, conferences, and team meetings.
  • Travel will be primarily regional but may include some international.

Type/Nature of Contacts:

  • Internal: Key job contacts are primarily with other Account Managers and Account Directors Membership, Marketing Manager, Account Manager Partner Relations and General Manager.
  • External: Majority of time spent in market with agency Owners & Managers.