• 03-Jun-2021 to Until Filled (PST)
  • Fort Worth, TX, USA
  • Full Time

Virtuoso is the leading global travel agency network specializing in luxury and experiential travel. We bring together 20,000 of the world's most sought-after travel advisors and more than 2,000 elite travel companies, from five-star hotel groups and renowned cruise lines to boutique properties and high-end adventure travel outfitters around the world. Whether in the pages of Virtuoso Life magazine, on, in e-mail newsletters, or across social media, our goal is to inspire people to travel Virtuoso-style, with the help of a Virtuoso travel advisor and Virtuoso-preferred partners.

Position Summary: The Director, Member Relations US & Canada manages the business activities of the US and Canada Account Management Team to increase engagement and profitability of all US & CA Members. Works to generate additional sources of revenue, recruiting, onboarding, and retaining members and integration with regional and company business plans.

This position is responsible for leading a team of Account Directors and Account Managers, overseeing member accounts and engagement.

Primary Duties & Responsibilities include the following. Other duties may be assigned.

  1. Direct team, in collaboration with the Vice President, in all sales and marketing efforts to align member agency strategic plans with Virtuoso's sales, professional development, and marketing programs to maximize Member Engagement. Responsible for team goals, inclusive of all Account Management.
  2. Manage and maintain relationships with agency owners and managers both personally and via a team of Member-supporting staff with agencies to maximize the value of the Virtuoso Network for Members, as well as sales growth for the company.
    • Creation and management of member strategic plans
    • Support Virtuoso Members in selling preferred suppliers through a variety of methods, including training/awareness, shared reporting, and advocacy
    • Support increasing member engagement and usage of, Virtuoso Travel Academy, increasing engagement with Virtuoso marketing, participation in Virtuoso Events, and Agency Services.
    • Oversight of overall support and services for operational Member needs
    • Demonstrate to existing members how the company's programs can address their business needs
    • Actively engage members through events, interactive sessions, and in-person calls; leadership of strategic working groups, as well as elected and nominated Advisory Board representatives
    • Own and manage assigned National Accounts (largest member accounts)
    • Participate in the development and implementation of onboarding new members, supporting growth in the US and Canada.
  3. Develop and maintain department budget, managing to expenses within P&L.
  4. Effectively communicate member needs to the Virtuoso organization to help Virtuoso departments adapt services, benefits, and products needed to fulfill Member and consumer needs. Liaise with other Virtuoso departments for coordinating campaigns, marketing, training/professional development opportunities, and Member Communications.
  5. Provide support for the Vice President, Account Directors and Account Managers, including but not limited to execution of team and member meetings; strategic member communications (Executive Update); MAB and other committee meetings; reporting and documentation; roll-out plans and more.
  6. Establish the budget for a department and responsible for authorizing expenditures.


  • Bachelor's degree in business, marketing, or related field.
  • CTIE or CTA/CTC preferred
  • 10+ years of travel industry sales or account management/customer service experience required.
  • Prior management experience, including leading a team of remotely based individuals.

Skills, Abilities, Experience

  • 10+ years of overall travel industry management experience, which must include 5+ years of established sales experience.
  • Demonstrated excellence in leadership, the ability to build, inspire and motivate a team as well as working appropriately through employee relations issues.
  • Demonstrated ability to create effective strategies that support corporate objectives and business strategies.
  • Strong delegation skills with the ability to develop subordinates to support objectives of the department and the way it delivers services.
  • Excellent communication and presentation skills.
  • Excellent interpersonal skills including ability to relate well to individuals on one-to-one basis and in larger group presentation settings.
  • Highly motivated and proven ability to thrive in a self-motivated environment, working independently. Ability to multitask, prioritize and problem solve independently in a deadline driven environment.
  • Experience developing and implementing business plans.
  • Forward thinking, curious, and creative.
  • Aware of current business trend knowledge. 
  • Able to collect and analyze complex information, problem solve, and make decisions. 
  • Strong skills in inspiring the win-win-win. 
  • Ability to work independently. 

Travel Requirements

  • Travel is required, approximate 35% of the time. The nature of this travel includes Virtuoso meetings and events, member strategic meetings and events.
  • Travel will be primarily domestic but may include some international.

Type & Nature of Contacts

  • Internal: Key job contacts are primarily with director level staff and above outside of the job's immediate work unit/department.
  • External: Daily contact with member agency owners, managers, and advisors.

We offer a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

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