CRM & Membership Director - LE GRAAL

About the Club

Located in the heart of Rome, the upcoming 5-star private members club aims to redefine the meaning of luxury and exclusivity. Designed for a sophisticated and discerning clientele, the club will offer exceptional experiences, personalized services, and a refined setting for cultural enrichment and social engagement.

Position Overview
We are seeking an experienced and visionary CRM & Membership Director to lead the development and management of our exclusive membership program. This strategic role will shape the club’s member community, drive acquisition and retention, and ensure an exceptional experience that reflects our commitment to excellence.

Responsabilità

Membership Strategy & Development

• Define and implement the overall CRM and Membership strategy, in line with Le Graal’s vision, positioning and business objectives.
• Identify and develop opportunities to attract a highly qualified clientele aligned with the Club’s values.
• Define and optimise the different Membership levels, access criteria and dedicated benefits.
• Ensure a virtuous balance between Membership growth, community quality and the preservation of the Club’s exclusivity.
• Enhance the Le Graal brand and other hotel assets by proactively creating connections across the Group’s client base, fostering synergies, experiences and sales opportunities for Community members.

Acquisition, Relationship Management & Retention

• Lead strategies and activities aimed at acquiring new members, developing a qualified network of prospects and referrals.
• Build and maintain strong, personal and long-term relationships with members and prospective members.
• Develop a deep understanding of clients’ needs, expectations and preferences, translating these insights into engagement and retention opportunities.
• Monitor member satisfaction and develop initiatives aimed at strengthening the sense of belonging to the community.

Leadership & Team Development

• Build, coordinate and motivate a high-performing CRM & Membership team.
• Define standards, processes and individual and team objectives.
• Ensure continuous training and professional development.
• Foster a culture focused on excellence, discretion, relationship management and personalised service.

Member Experience

• Oversee the entire member journey, from initial interest and selection process through onboarding and ongoing engagement with the Club.
• Ensure a seamless, personalised and flawless onboarding experience, consistent with Le Graal’s luxury positioning.
• Collaborate with Operations, Events, F&B, Marketing and other departments to develop exclusive and memorable experiences.
• Contribute to building a dynamic, international and culturally stimulating community.

Marketing, Networking & Brand Representation

• Collaborate with the Marketing team to define Membership-focused strategies and campaigns.
• Develop networking opportunities and strategic partnerships with individuals, brands, companies and key players across the worlds of luxury, art, culture, fashion, entrepreneurship and entertainment.
• Represent Le Graal at events, private gatherings and networking activities.
• Act as an ambassador for Le Graal and the Club, contributing to the growth of its awareness and reputation among highly qualified target audiences.

Data, CRM & Performance Management

• Leverage CRM systems to monitor prospects, conversion rates, retention, engagement and Membership behaviours.
• Analyse key KPIs and trends across the Membership base.
• Prepare regular reports for Management, providing analysis, insights and strategic recommendations.
• Leverage data and qualitative insights to identify new opportunities for growth and to enhance the overall member experience.

Profilo

• Bachelor’s degree in Economics, Marketing, Hospitality Management or a related field; a Master’s degree is considered a plus.
• 10 years of experience in Membership, Client Relations, Business Development or managing HNW/UHNW (High Net Worth/Ultra High Net Worth) clientele, preferably gained within the luxury hospitality or private members’ club sector.
• Proven experience in developing and implementing Membership and client acquisition strategies.
• Excellent leadership, people management and team development skills.
• Strong ability to build and manage high-level personal relationships.
• Excellent communication, interpersonal and networking skills.
• Entrepreneurial, strategic and results-oriented mindset.
• Excellent knowledge of CRM systems and analytics and reporting tools.
• In-depth understanding of the luxury industry and of the expectations of High-Net-Worth and Ultra-High-Net-Worth clientele.
• Fluency in Italian and English; proficiency in additional international languages will be considered a plus.

Compensation Package

• Gross Annual Salary (RAL): €90,000–€100,000
• Variable Bonus: 20% of the gross annual salary

Collective Bargaining Agreement (CCNL)

• Executive or Senior Management level under the Italian Tourism Industry Collective Agreement (CCNL Turismo)

Remote Working

• Remote working is not available for this position.

Benefits

• Supplementary private health insurance, according to the assigned employment level.
• Housing allowance for candidates who are not resident in Rome.

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