Director of Club

Position: Director of Club Vacatia
Build Meaningful Member Relationships. Drive Engagement. Shape the Future of Club Vacatia.

At Vacatia, we're reimagining the way families vacation. Through innovative technology, personalized service, and exceptional hospitality experiences, we're helping Owners, Members, and Guests make the most of their vacations and memberships.

We're looking for a strategic, relationship-driven Club Vacatia Director to lead our member success team and help shape the future of the Club Vacatia experience.

This isn't a traditional customer service leadership role. We're looking for someone who understands that exceptional member experiences go beyond answering questions or resolving issues. They're built through meaningful relationships, proactive engagement, education, and helping members recognize and maximize the value of what they have.

As Club Vacatia Director, you'll lead a team of Success Managers, develop strategies to strengthen member engagement and retention, increase adoption of Club Vacatia benefits and digital tools, and create opportunities for long-term loyalty and advocacy.

You'll have the opportunity to build a proactive member success function, influence how we engage with our members, and help shape an experience that keeps them excited about being part of Club Vacatia.

Why You'll Love Working at Vacatia

• Build Something Meaningful: Help shape a member success function focused on relationships, engagement, and long-term value rather than transactional customer service.
• Lead and Inspire: Coach and develop Club Vacatia Success Managers who make a meaningful difference in members' experiences every day.
• Make an Impact: Influence member satisfaction, engagement, retention, program adoption, and loyalty.
• Drive Innovation: Partner with Product and Technology to improve the digital experience and make it easier for members to enjoy their benefits.
• Think Strategically, Act Practically: Develop engagement strategies while staying close to the members, teams, and experiences that matter most.
• Collaborate Across the Business: Work with leaders across Owner Experiences, Resort Operations, Sales and Marketing, Product, and Technology to improve the overall member journey.

Your Impact Build and Lead the Club Vacatia Member Success Strategy

• Develop and execute proactive member engagement strategies that strengthen relationships, satisfaction, retention, and loyalty.
• Establish clear operating practices, performance expectations, and service standards for the Club Vacatia Success team.
• Create personalized engagement approaches that address member needs throughout their membership journey.
• Identify opportunities to improve the Club Vacatia experience and strengthen the value members receive.

Develop a High-Performing Team

• Lead, coach, and develop Club Vacatia Success Managers responsible for managing member relationships and portfolios.
• Build a culture centered on proactive service, relationship building, accountability, and continuous improvement.
• Establish meaningful performance goals and provide ongoing coaching, feedback, and development.
• Ensure Success Managers have the tools, training, and resources needed to deliver exceptional member experiences.

Strengthen Member Engagement, Education and Retention

• Develop strategies that help Owners, Members, and Guests better understand and use Club Vacatia benefits, services, and programs.
• Identify opportunities to re-engage inactive or underutilizing members.
• Improve member onboarding, education, ongoing communications, and proactive outreach.
• Use member feedback and engagement trends to identify opportunities to strengthen satisfaction and long-term retention.
• Develop member advocacy and referral initiatives in partnership with Sales and Marketing.

Elevate the Digital Member…