Job Title: Manager, Member & Guest Experience

Department: Customer Experience / Technology
Location: Fort Lauderdale, FL (Remote with Ability to Travel)
Reports To: Sr. Director, Enablement & Engagement
FLSA Status: Exempt
Job Type: Full-Time

About Vacatia

Vacatia is transforming the vacation ownership and hospitality experience through innovation, integrity, and customer-centered thinking. Our growing team brings together leaders from hospitality, technology, and customer experience to create flexible, high-value solutions for owners, guests, and partners. At Vacatia, we believe that great experiences start with people — and we’re looking for passionate professionals who want to help redefine the future of hospitality.

Position Overview

Vacatia is seeking a Manager, Member & Guest Experience to lead our Experience Strategy Team and drive initiatives that strengthen engagement, loyalty, and satisfaction across our portfolio.

This high-impact role partners with executives and cross-functional leaders to design and deploy programs that elevate every stage of the customer journey — from ownership to stay to long-term engagement. The ideal candidate combines strategic insight, operational execution, and a deep understanding of hospitality to deliver measurable business results and exceptional experiences.

Key Responsibilities

• Lead and execute customer and owner engagement strategies that align with Vacatia’s mission and long-term goals.

• Partner with Sales, Responsible Exit, Owner Services, Concierge, and Resort Operations to design consistent and impactful customer experiences.

• Use analytics and customer insights to identify engagement opportunities and close experience gaps.

• Track and report on engagement performance, outcomes, and ROI to senior leadership.

• Pilot innovative initiatives and test new experience strategies for scalability.

• Coach and mentor a team of CX professionals to operate with agility, collaboration, and accountability.

• Represent the Experience Strategy function to senior executives, articulating value and business impact clearly.
  
  

Qualifications

• Bachelor’s degree in Business, Industrial Engineering, Marketing, or related field (MBA preferred).

• 5–8 years of experience in customer experience, strategy, or transformation roles.

• Background in travel, hospitality, or other service-intensive industries preferred.

• Demonstrated success leading cross-functional initiatives with measurable results.

• Strong analytical skills with the ability to translate data into actionable insights.

• Excellent communication and presentation abilities — comfortable engaging both executive and frontline audiences.

• Highly adaptable, proactive, and capable of operating effectively in a fast-moving environment.
  
  

Why You’ll Love Working at Vacatia

• Impact: Shape customer engagement strategies across a growing national portfolio.

• Collaboration: Work cross-functionally with leaders who value innovation and results.

• Flexibility: Remote role with opportunities for travel and professional growth.

• Culture: Join a company that values creativity, integrity, and the power of great experiences.
  
  

Working Conditions

This position is remote, with occasional travel to Vacatia offices, resorts, or industry events. A reliable high-speed internet connection and private workspace are required. Standard business hours apply, with some flexibility for key initiatives.

Join Vacatia and help redefine how customers, owners, and guests experience hospitality.