Membership Experience Manager

We are seeking a confident and commercially focused Membership Experience Manager to join our growing team at ThirdHome, an exclusive travel club for high-net-worth individuals. This full-time role is based at our Burleigh Heads office and plays a key part in driving revenue, enhancing member engagement, and delivering exceptional service to our global network of luxury property owners and travellers.

You will be responsible for managing a portfolio of members, proactively building strong relationships, and influencing travel decisions to increase bookings and overall participation in the club. This is a client-facing role suited to a highly motivated and positive individual who thrives on outreach, operates with initiative, and has a natural ability to engage others with professionalism and warmth.

Key Responsibilities

Reporting & Collaboration

• Report directly to the Managing Director and Membership Growth Manager.
• Act as a brand ambassador for ThirdHome, representing our values and commitment to excellence in all interactions.
• Collaborate across departments to deliver a seamless and consistent member experience.

Revenue Growth & Member Engagement

• Proactively drive revenue by securing bookings and deposits across your allocated portfolio.
• Set and track clear targets for member engagement and trip planning.
• Follow up with members regularly to encourage booking activity, maximise participation, and ensure they are receiving full value from their membership.

Relationship Management & Outreach

• Conduct regular outbound communications via phone, email, SMS and digital platforms to maintain member engagement.
• Present tailored travel opportunities and strategic suggestions based on member preferences.
• Follow up post-travel to encourage repeat bookings and identify new opportunities.
• Develop long-term, trusted relationships with high-value members, positioning yourself as a go-to travel advisor.

Member Education & Retention

• Host monthly webinars to educate members on the benefits of the club and strategies to maximise their membership.
• Ensure new members book their first trip within 90 days of joining.
• Share insights and updates to drive ongoing engagement and value realisation.

Operational Excellence

• Maintain accurate records of all member communications and bookings within CRM systems.
• Identify and recommend process improvements to enhance efficiency and effectiveness.
• Provide regular reports and updates to leadership on member activity and progress toward targets.
• Uphold a high level of professional conduct, even in fast-paced or high-pressure situations.

Experience

• Minimum of 3 years' experience in account management, sales or client success, ideally in luxury travel, real estate or a high-net-worth membership environment.
• Demonstrated success in achieving revenue or targets through proactive outreach and relationship development.
• Previous experience managing a portfolio of clients or members with a tailored, high-touch approach.

Skills & Attributes

• Proactive, positive and self-motivated, with a strong commercial mindset.
• Exceptional communication skills, both verbal and written, with the ability to influence, advise and engage high-value clients.
• Highly organised and target-driven, with strong attention to detail and the ability to manage multiple priorities effectively.
• Confident in making outbound calls and initiating conversations that lead to bookings and revenue opportunities.
• Culturally aware, with a strong understanding of international travel trends and luxury consumer expectations.
• Tech-savvy, with experience using CRM systems and proficiency in Microsoft Office and Macintosh applications.

Key Competencies

• Outstanding interpersonal and relationship-building skills
• High level of professionalism, integrity and emotional intelligence
• Excellent organisational and time management capabilities
• Problem-solving mindset with a solution-oriented approach
• Ability to work independently while contributing positively to a team environment
• Resilience, adaptability and a proactive attitude in a fast-paced, high-growth business

About ThirdHome

ThirdHome is a global luxury property and travel club that allows second-home owners to exchange time in their residences for stays in other premier properties around the world. With thousands of homes in desirable destinations, our community includes entrepreneurs, business leaders and discerning travellers who value exclusivity, flexibility, and meaningful experiences.

This role offers the opportunity to work within a growing global brand at the intersection of luxury, travel and lifestyle. If you are commercially minded, customer-focused, and thrive in building trusted relationships, we invite you to join our team.