Senior Manager, Member Success EMEA

The Leading Hotels of the World is seeking for a Senior Manager, Member Success EMEA. This role is a key leadership position within the EMEA region, focused on deep engagement with current member hotel owners and their senior leadership teams. The mission of the role is to ensure that member hotels maximize the business value from their LHW membership, renew and expand their services footprint over time, and contribute to a strong, curated portfolio across the region.

The Senior Manager will serve as a strategic advisor to member hotels while also actively supporting development efforts by prospecting, engaging, enrolling, and retaining new hotels that are the right fit for the LHW portfolio. This includes participating in the creation and execution of the strategic portfolio aspiration plan for the region.

We are seeking a passionate advocate for independent luxury hotels, with strong experience cultivating senior relationships, driving business performance, and ensuring exceptional partnership outcomes.

This is a full-time position, located in Milan, Italy. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our Milan office 2 days a week (Wednesdays and Thursdays).

Responsibilities

Member Engagement & Retention

• Fully engage senior stakeholders at member hotels to optimize their return on membership.
• Lead annual Performance Optimization Planning meetings with hotel leadership to review results, define future success measures, and guide multi‑departmental alignment.
• Support the onboarding of new member hotels, ensuring a fast path to value.
• Work with hotel leaders to define success measures and manage success plans across LHW internal teams.
• Act as the primary strategic advisor for member hotels, ensuring high levels of partnership satisfaction and renewal.

Development & Portfolio Growth

• Work with the Director, Member Success and VP Membership to define and support the regional portfolio aspiration plan.
• Identify, evaluate, and help enroll new hotels that align with LHW’s strategic vision.
• Conduct in‑depth market analysis to understand market potential and trends.
• Engage with prospective hotels, manage virtual and in‑person meetings with Owners, General Managers, Asset Managers, and key department heads.

Cross‑Functional Leadership

• Coordinate with internal departments to ensure timely implementation of initiatives and achievement of set results.
• Serve as the brand ambassador for LHW, strengthening relationships between all stakeholders and enhancing the company’s reputation.
• Attend industry events, represent the brand, and maintain a strong network in key markets.

Strategic & Operational Responsibilities

• Ensure effective follow‑up on all initiatives with measurable outcomes.
• Manage departmental budget responsibilities.
• Provide insights based on competitive intelligence, performance analytics, and market data.

Requirements & Qualifications

• You are passionate about luxury hotels and have experience in hospitality: development, sales, marketing, revenue management, and/or operations.
• You excel at building senior executive relationships and are known for achieving win‑win outcomes.
• You bring a strong team‑centered approach combined with a self‑starter mentality.
• You have excellent written and verbal communication skills and can adapt your style to different audiences.
• You are energetic, flexible, and strong in time management.
• You have strong business acumen and analytical skills, including the ability to interpret market intelligence and propose strategic recommendations.
• You are skilled at influencing, building trust, and managing complex stakeholder environments.
• You enjoy creating and delivering presentations with clarity, polish, and executive presence.
• You are proficient in English and Spanish (French, Arabic, Greek or Turkish are a plus).
• University degree or equivalent.
• Minimum 7–10 years of experience in the luxury hotel or travel industry, ideally in roles involving stakeholder management, business performance, or development.

Benefits

• Competitive Salary and benefits package
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Opportunity to work in a diverse and dynamic environment
• Professional development opportunities
• Flexible working arrangements

About The Leading Hotels Of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps – and beyond – explore, find inspiration, and experience unforgettable travel moments. For more information visit: Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.