Head of Member Experience

Club Concierge is an innovative travel and hospitality company that offers a boutique travel agency, a curated vacation club, and a premium travel experience platform. We are dedicated to delivering exceptional, personalized experiences to our clients. As we continue to grow, we are seeking a strategic and hands-on Project Manager to execute key strategic initiatives.

Role Purpose

The
Head of Member Experience

is responsible for shaping, leading, and executing CCI's member experience strategy across all service touchpoints — ensuring every interaction reflects our
premium promise

, strengthens loyalty, and delivers measurable business growth.

This leadership role integrates strategy, technology, operations, innovation, and people management to create an ecosystem where members feel valued, inspired, and connected.

Rooted in our mission —

To deliver exceptional travel services that empower our members to experience the beauty and heritage of Africa and the world beyond

—

the Head of Member Experience ensures that CCI's brand is brought to life through world-class concierge service, seamless home resort operations, delivery of travel essential services in partnership with GoTravel (CCI's sister Company) inspired lifestyle programs, and a thriving community of loyal members.

Key Responsibilities

1. Strategy & Leadership

• Develop and implement the
  Member Experience Strategy

, aligning all initiatives with CCI's mission, values, and commercial objectives.
- Map and continuously refine the
end-to-end member journey

; from onboarding and booking to year-round engagement, renewal, and advocacy.
- Lead the creation of
member-centric policies, SOPs, and service standards

to ensure a consistent, high-touch experience across all member touch points.
- Define strategic KPIs for member satisfaction, engagement, retention, and referrals, and oversee their execution across teams.

2. Member Engagement, Retention & Growth

• Design and execute
  Member Engagement Programs

that build loyalty, increase active participation, and strengthen emotional connection to the CCI brand.
- Develop
Lifestyle Programs and Events

(local and international) that foster community among members and enhance the sense of belonging to the CCI lifestyle.
- Lead initiatives to drive
renewals, upgrades, upsells, and referrals

, ensuring satisfied members become lifelong brand advocates.
- Implement
recognition and rewards programs

for loyal members and top referrers.
- Create ongoing communication campaigns that celebrate members, promote destinations, and share new benefits.

3. Member Services, Bookings & Resort Operations

• Oversee the operations of the
  Member Services Unit

, ensuring world-class service delivery through speed, accuracy, and personalization.
- Manage
member bookings

for home resorts and across the CCI exchange network, ensuring high occupancy rates and efficient use of available inventory.
- Maintain and monitor the
Home Resort Use Plan

and
Occupancy Management System

to balance member demand with property availability and partner commitments.
- Coordinate with the
GoTravel team

for fulfillment of all travel essential services (flights, transfers, car hire, insurance, excursions, and other ancillary services).
- Ensure that all booking and travel processes deliver a
seamless, premium experience

reflective of CCI's brand standards.
- Oversee
exchange partnerships and networks

, ensuring members enjoy diverse and flexible vacation options across destinations.
- Supervise
home resort quality assurance

, ensuring service and maintenance standards align with CCI's brand promise.

4. Member Satisfaction & Continuous Feedback

• Establish and maintain a
  systematic feedback framework

— including post-stay surveys, member listening programs, and service quality monitoring tools.
- Regularly assess and analyze member feedback to identify trends, pain points, and opportunities for improvement.
- Lead a
Member Voice Program

— ensuring insights directly inform product enhancements, operational improvements, and innovation decisions.
- Present quarterly
Member Experience Reports

to management, highlighting satisfaction metrics, testimonials, and improvement plans.

5. Innovation & Value Creation

• Continuously innovate CCI's service offerings to
  increase member value

and differentiate the brand in the lifestyle and vacation ownership market.
- Partner with Marketing and Product Development to introduce new
membership tiers, lifestyle benefits, and curated travel experiences.
- Explore new technology platforms (CRM, AI concierge, feedback systems) to enhance personalization, responsiveness, and convenience.
- Build and maintain partnerships with
resorts, lifestyle brands, and cultural organizations

that align with CCI's vision and enhance the member experience.

6. Revenue Growth & Relationship Excellence

• Drive
  upselling and upgrading programs

that increase member value and revenue per client while enriching the member's experience.
- Oversee
renewal campaigns

and ensure proactive engagement with members nearing plan maturity.
- Develop structured
referral campaigns

that incentivize members to introduce friends, family, and colleagues to CCI.
- Collaborate with Deck Sales and Marketing to align engagement and promotional initiatives that strengthen lifetime value.

7. Team Leadership & Culture Building

• Lead, coach, and inspire the
  Member Experience and Concierge Teams

, ensuring alignment with CCI's premium brand culture.
- Foster a
high-touch, high-performance culture

rooted in empathy, professionalism, and accountability.
- Conduct regular team training in hospitality standards, communication, service recovery, and cross-selling.
- Empower the team with tools and authority to deliver swift, personalized resolutions to member needs.

8. Brand Experience & Quality Assurance

• Ensure the
  CCI brand experience

is consistently delivered across all touchpoints — in-person, digital, resort, and event-based.
- Work closely with Marketing to embed
brand storytelling

into communications, concierge interactions, and member events.
- Monitor and audit all member service channels to maintain
premium quality standards

and emotional engagement.
- Ensure every member experience — from inquiry to post-travel — reinforces CCI's
unique selling proposition: premium, personalized, and proudly African.

Key Performance Indicators (KPIs)

• Member Satisfaction (CSAT) and Net Promoter Score (NPS)
• Renewal and retention rates
• Upsell and upgrade conversions
• Referral participation and conversion
• Occupancy rate and usage efficiency at home resorts and exchange partners
• Average response and resolution time in Member Services
• Lifestyle event participation and engagement rates
• Team productivity and service quality metrics

Qualifications & Experience

• Bachelor's degree in Hospitality, Tourism, Business, or Marketing. Master's degree preferred.
• 8–10 years of experience in
  hospitality, membership management, or premium service brands

, with at least 5 years in leadership.
- Proven expertise in
customer experience design, member loyalty, or concierge operations.
- Strong understanding of
vacation ownership, resort exchange systems, and travel fulfillment operations.
- Demonstrated success in driving
member satisfaction, renewals, upsells, and referrals.
- Excellent communication, analytical, and people leadership skills.

Core Competencies

• Strategic and operational leadership
• Service excellence and emotional intelligence
• Relationship management and stakeholder collaboration
• Innovation and continuous improvement mindset
• Brand and service alignment
• Strong commercial acumen (retention and revenue focus)
• Data-driven decision-making
• Passion for African travel, culture, and lifestyle