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Acct. Director, Member Relations

4 months ago

Mosman, Australia Virtuoso, LTD. Full time

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 20,000 travel advisors in 50 countries throughout North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with more than 2,200 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.) $25-$30 billion make Virtuoso a powerhouse in the luxury travel industry. For more information, visit .

The Account Director, Member Relations strives for 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 Directors are responsible for 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.

The Account Director role is a key member on the market team and plays a leadership role with Account Managers, Account Administrators and in the broader Virtuoso member relations department.

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

Providing input into the regional business plan and budget. Delivery and execution of the business plan and budget. Ensuring compliance with the Virtuoso “playbook”. Delivery of the key performance metrics as outlined in the Business Plan. Governance of the National Account member plans. Maintenance and execution of the company CRM platform Leadership of Virtuoso Owner/Manager Communication and Professional Development programs. Proactive interdepartmental engagement. Engagement in market events and Global Virtuoso events. Identify and develop new business opportunities and monitoring of competitive context. High profile attendance in member conferences, meetings and education programs. Competitor analysis and reporting. Management of critical member matters. Oversight of production reporting. Supervise Account Manager, Member Relations and where applicable, the Account Administrator.  Other duties as required.

Educational and Skills Requirements:

Tertiary qualification in Business, Travel & Tourism or Marketing. 5-10 years related work experience including the following:Strong experience in industryUnderstanding of the marketExperience contributing at a senior level to team performancePrior strategic account management experience and demonstrated account management success  Innovation – Forward thinking, curious and creative Leadership – Ability in leading people or projects Marketplace Awareness – Current business trend knowledge Analytical Skills (intermediate) – Ability to collect and analyze information, problem solve, and make decisions. Collaboration – Strong skills in inspiring the win-win-win Proficient in Microsoft Office Suite Leadership capabilities Project management Excellent presentation skills Proven ability to mentor Results orientated Strong quality service attitude and approach Self-motivated and energetic Champion of company goals and objectives

Travel Requirements:

35%+ of time for this role will be spent travelling, visiting members attending events, member conferences, and team meetings. Travel will be primarily domestic but may include some international.

Type/Nature of Contacts:

Internal: This role supervises and supports Account Managers and Account Administrators. Key job contacts are primarily with other Account Directors, the Marketing Manager, The Account Director Partner Relations and Market General Manager. External: Majority of time spent in market with National Account management contacts and Owners & Managers.