Virtuoso Ltd
  • 13-Oct-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 Virtuoso.com, 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 Manager, New Member Engagement is responsible for the initial assessment of new member agency's business, growth goals and the development and execution of strategic plans for onboarding each of the new members. They will ensure successful transition of the new member to account management, provide indoctrination and develop in-depth introduction to all Virtuoso products and services. This role will provide general support and coordinate training plans to ensure new member's first 90 days with Virtuoso is a positive and successful experience. This will be accomplished by working closely with each of the Virtuoso Product teams, Member Recruitment, Member Relations, Operations and Virtuoso Executives.


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

  1. Design, document and launch a 30-90-day transition process for new member agencies.
  2. Regularly meet with Recruitment and Operations to keep apprised of agencies in the sales pipeline.
  3. Assess, document, and create strategic plans for each new member with the specific needs and business goals of the agency in mind.
  4. Identify the key Virtuoso product needs of the agency and set up proper and timely training schedules for each of the key Virtuoso products.
  5. Special attention will be paid to assist with orientation and utilization of basic products such as Virtuoso.com, Agency Profile completion, Advisor profile completion, Virtuoso Travel Academy, Marketing & CRM, Transactional Data Sync, Hotel and Cruise Booking Tools, Virtuoso Events, Engagement, use of the Virtuoso Logo and Branding, Service Center, Public Relations Tools, Virtuoso Voyager Cruise Hosting, Virtuoso Communities, Consumer Leads and Committees and Boards.
  6. Develop a streamlined invoicing process in coordination with accounting to verify that invoices are accurate and sent in a timely manner with appropriate and proper verbiage.
  7. Work closely with the assigned Account Director or Account Manager to keep them updated and transition for full support after the 30-90-day transition period.
  8. Develop a plan for the New Member to move market share to support Virtuoso preferred suppliers which may include customized training for specific Virtuoso Preferred Partners and provide an introduction of the Positively Preferred program to shift to preferred Partners.
  9. Create, schedule, and conduct New Member Collaboration Teams in coordination with Account Directors for new member agencies as needed.
  10. Verify data is accurate in Zoho and Virtuoso.com with appropriate contact information.
  11. Review with agency owner, key documents such as the Standards for Access agreement and any other documents for clarity.
  12. Create up-to-date presentations and product overviews in coordination with Product Teams, Member Relations, Professional Development and Operations for new member training purposes.
  13. Arrange proper introduction to key executives within Virtuoso for new member owners and/or advisors as needed.
  14. Verify all departments within Virtuoso add the new member contacts to their communications. E.g., Executive Updates
  15. Assess the Air needs of the new member agency and review the Virtuoso Air overview with appropriate contacts within the first 90 days.
  16. Provide a financial overview/assessment for the new member agency if requested.
  17. Keep new member agency status documented in Zoho for regular reporting.

Requirements

  • Bachelor's degree
  • CTC, CTIE or equivalent is helpful but not required.
  • 5+ years of experience in project management, travel agency operations and management, executive administration, or customer service.
  • Travel Agency operations experience helpful, as is knowledge of Virtuoso Products and Services.

Skills, Abilities, Experience

  • Proficient in Microsoft Office Suite.
  • Familiarity with Travel Agency Business Models would be helpful
  • Foreign language skills are helpful but not required.
  • Demonstrated ability to work with many different personality types.
  • Strong Customer Service skills.
  • Strong organizational skills.
  • Ability to manage multiple projects at the same time.
  • Proficient in written and oral communication.
  • Innovative, curious, and creative.
  • Able to lead people and projects.
  • Aware of current marketplace trends.
  • Able to collect and analyze information, problem solve, and make decisions.
  • Strong collaboration skills in inspiring the win-win-win.
  • Able to work independently.

Travel Requirements

  • Infrequent travel may be required to attend company events (1-3 trips per year)
  • Travel will be entirely domestic.

Type & Nature of Contacts

  • Internal: Key job contacts are primarily with clerical, managers, and director-level staff outside of the job's immediate work unit/department
  • External: Regular contact with Travel Agency Owners, Managers, and staff

Physical/Mental Demands

Work hours can depend on the location of the new member agencies. Meetings may need to be adjusted based on the time zone.


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.

Virtuoso Ltd
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