Vice President, North American Travel Trade Membership Operations

Job Summary

The Vice President, North American Travel Trade Membership Operations provides executive-level operational leadership for the North American Travel Trade Membership function. Working in close partnership with the Vice President, Industry and Trade Relations and the Senior Vice President, Membership and Partnership Strategy, this role is responsible for translating organizational and membership strategies into operational plans, budgets, processes, systems, reporting, and execution.

The position serves as the division's leader in membership operations, performance management, analytics, member lifecycle management, business processes, and operational excellence. The Vice President leads initiatives that improve efficiency, strengthen member acquisition and retention, enhance member experience, and support sustainable revenue growth while enabling the successful execution of membership programs, partnerships, professional development offerings, and engagement initiatives.

This role works in close partnership with the Vice President, Industry and Trade Relations to align membership operations with travel trade strategy, industry engagement, professional development initiatives, strategic partnerships, and member-facing programs. The Vice President is responsible for operational execution and performance, while collaborating on strategy development and organizational priorities.

Essential Job Functions

• Lead the operational management of the North American Travel Trade Membership business function, including annual operating plans, budgeting, forecasting, policies, business processes, workflow management, systems, reporting, and performance outcomes in support of agreed strategic objectives.
• Provide operational insight, market intelligence, performance analysis, and recommendations to support short-term and long-term membership strategy, business model evolution, and organizational priorities.
• Develop, lead, and direct staff with responsibility for day-to-day activities, performance expectations, coaching, professional development, accountability, and succession planning.
• Partner with the Vice President, Industry and Trade Relations and Senior Vice President, Membership and Partner Strategy to develop membership strategies, and lead the operational execution of initiatives that increase member value, engagement, acquisition, retention, and revenue growth.
• Serve as the organization’s recognized expert in Travel Trade Membership operations, performance analytics, member lifecycle management, business systems, reporting, forecasting, and operational best practices.
• Lead the operational, financial, and administrative execution of membership-related programs, sponsorship initiatives, marketing partnerships, professional development offerings, live and virtual events, and other approved business initiatives. Ensure effective planning, budget management, reporting, resource coordination, and performance measurement supporting these programs. 
• Lead association management systems governance, data integrity, reporting standards, dashboard development, and business intelligence capabilities supporting membership growth and retention.
• Oversee membership acquisition, renewal, retention, segmentation, workflow design, process optimization, and operational effectiveness across the member lifecycle.
• Lead cross-functional system implementations, process improvement initiatives, and operational projects that enhance organizational efficiency and member experience
• Partner with other senior leaders to manage resources with an organization-wide, holistic approach, ensuring alignment among membership, marketing, professional development, strategic communications, government affairs, events, technology, finance, and operations.
• Oversee development and management of departmental budgets, forecasts, revenue targets, expense controls, and resource allocation plans to achieve annual and strategic goals.
• Direct the operational design, delivery, and continuous improvement of member programs, benefits, services, communications, and operational processes to strengthen member experience and business results.
• Use data, research, market intelligence, member feedback, annual surveys, AMS data, digital analytics, and campaign results to evaluate performance, identify complex challenges, and recommend solutions.
• Lead complex, cross-functional initiatives requiring judgment, problem-solving, negotiation, change management, and coordination across internal teams and external partners.
• Establish goals, metrics, operating rhythms, and reporting practices that document progress toward annual plans, revenue objectives, member outcomes, and strategic priorities.
• Represent the organization, as appropriate, on matters related to membership operations, member service delivery, program implementation, business processes, data management, and operational partnerships.

Supervisory Responsibilities

• Directly supervises assigned North American Travel Trade Membership staff and may lead cross-functional project teams, consultants, contractors, and vendors in support of departmental objectives.

Minimum Requirements and Qualifications 

Education and Experience:

• Bachelor’s degree in Business Administration, Tourism, Hospitality, Marketing, Association Management, or a related field required. 
• Advanced degree or relevant executive-level certification preferred. 
• Ten (10)+ years of progressively responsible leadership experience, preferably in a corporate, travel trade, tourism, hospitality, association, membership, or revenue-generating organization. 
• Demonstrated experience leading a major business function, department, or program area with accountability for strategy, planning, budgets, staff leadership, business practices, and measurable outcomes. 
• Equivalent combination of education and experience may be considered. 

Qualifications:

• Expert knowledge of business and management principles involved in strategic planning, resource allocation, financial management, leadership, organizational design, and coordination of people and resources. 
• Strong knowledge of association management systems (AMS), CRM platforms, data governance, business intelligence tools, and operational analytics. 
• Experience designing workflows, dashboards, KPIs, and process improvement initiatives that drive member growth, retention, and operational efficiency. 
• Demonstrated ability to provide strategic counsel to senior executives and translate organizational priorities into actionable plans, programs, metrics, and operating practices. 
• Strong understanding of membership strategy, member engagement, retention, revenue generation, sponsorship, marketing, professional development, events, and association management practices. 
• Proven ability to identify, evaluate, and solve a wide range of complex business challenges using data, judgment, collaboration, and sound decision-making. 
• Ability to lead through influence across departments and build productive relationships with senior leaders, staff, members, partners, vendors, and external stakeholders. 
• Strong financial acumen, including experience developing and managing budgets, forecasts, revenue targets, expense controls, and resource allocation plans. 
• Excellent communication, presentation, negotiation, facilitation, and executive briefing skills for a wide variety of audiences. 
• Demonstrated ability to develop, lead, coach, and direct others with responsibility for day-to-day activities, accountability, performance, and professional growth. 
• Ability to manage multiple strategic priorities, programs, and projects while maintaining quality, meeting deadlines, and achieving measurable results. 
• Working knowledge of Microsoft Office products, association management systems, digital marketing platforms, reporting tools, and business analytics tools. 

Work Environment:

•  This position is onsite with at least 3 days a week (Tuesday, Wednesday, Thursday) in our DC office. 
• The noise level in the work environment is usually quiet. 

Required Travel  

• Up to 20% of the incumbent’s time is spent traveling. 

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.   

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Reasonable Accommodation

• Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. 

EEO Statement

• CLIA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.