Member Services Manager — Los Cabos Portfolio

Responsibilities

• Lead the Los Cabos Member Services team of 3–6 representatives across all product tiers: standard resort membership, ultra-luxury membership, and fractional ownership members each receive a service protocol differentiated for their tier
• Own the rescission rate metric for the Los Cabos portfolio: set rescission targets, develop the proactive retention program, personally intervene in at-risk ultra-luxury rescission cases, and report monthly to the operations director
• Develop and enforce the Los Cabos service standard — written communication quality, response time requirements, welcome call script personalization, and premium service delivery procedures
• Manage the upgrade and referral pipeline coordination with the sales team: identify members for upgrade discussions, brief the sales team on member context before any upgrade outreach, and track upgrade conversion rates from Member Services referrals
• Coordinate with the resort's guest experience, concierge, and F&B teams on member-specific service requests: when a Member Services Manager calls the resort's guest experience director, it's because a high-value member has a specific need that requires cross-departmental coordination
• Report portfolio metrics to senior management quarterly: rescission rate, satisfaction scores, upgrade referral conversion, and member retention at 12-month mark

Requirements

• 3+ years Member Services supervisory experience in luxury hospitality or vacation club
• Rescission management expertise at the decision-making authority level
• Team leadership and service standard development capability
• Commercial acumen — understanding how member retention translates to revenue and how upgrade referrals contribute to net membership value
• English native-equivalent fluency; Spanish proficiency; additional languages an advantage

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing allowance MXN 3,000/month
• Manager salary + team retention performance bonus
• Quarterly operations performance bonus
• Career track to Operations Director or Regional Member Services Director

Work environment

Member Services Manager role overseeing the full Los Cabos vacation club portfolio at the highest service standard in the Mexican vacation club industry.

About the role

In a Los Cabos ultra-luxury operation, saving one rescission per month at an average product price above MXN 300,000 is the commercial equivalent of generating a new sale at no additional acquisition cost. The Member Services Manager who builds a team and a process that consistently achieves a rescission rate 2–3% below the industry average is generating millions of pesos of retained revenue annually. That contribution — which is entirely invisible in the gross sales numbers but entirely visible in the net revenue figures — is what distinguishes an excellent Member Services Manager from an average one.