Member Services Lead
Jetsetter - New York, NY

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The Member Services Lead will be responsible for leading, designing, implementing, and supporting Jetsetter’s Member Service vision, strategy, processes, procedures and performance measurement systems. This position requires strong leadership, strategic thinking, data and process analysis, strong operational management and a broad understanding of best-in-class customer service processes and technology solutions. The successful candidate understands the needs of the luxury consumer, is able to ensure the highest level of satisfaction amongst our members and exceed their expectation of member service.

• Develop and implement the Member Service vision and strategy; define and integrate a common standard of Member Service excellence
• Oversee member support and member service; develop and manage processes and procedures that lead to member service excellence; create opportunities for referrals and incremental revenue (i.e. outbound sales efforts)
• Resolve questions, concerns and issues to the satisfaction of the member as well as the company
• Establish proactive campaigns and react with urgency on issues causing member dissatisfaction
• Develop and refine member service performance metrics and management reporting
• Identify and analyze member service trends and communicate with appropriate business contacts to address opportunities for improvement
• Leverage member feedback and work with other business area leaders (Engineering, Sales, Editorial, etc) to develop enhancements that will lead to improved member service
• Negotiate Member Services and Support agreements
• Develop and manage a team of member service associates
• 5+ years demonstrated experience in managing customer support operations and teams for luxury businesses or concierge service organizations
• Strategic leader in an organization with a strong customer service culture
• Proven experience of developing and implementing a strategic vision
• Must have a proven track record of successful leadership and improvements through performance management
• Strong interpersonal, communication (oral and written), and presentation skills with ability to deal with business and technology
• Strong organizational skills and ability to multi-task in a dynamic environment where priorities change quickly
• Project management and P&L management preferred
• Previous start up company experience preferred

About this company
Jetsetter is the world’s leading luxury travel site, providing insider access, expert knowledge and exclusive deals on the...