DI Concierge

Position Summary

            Destinations International (DI) is seeking a DI Concierge to serve as a primary point of connection and support for DI member (destination organizations), ensuring a seamless and positive experience across DI programs, services, and resources.

This role will report to the Senior Manager, Membership Engagement, who will conduct yearly reviews and provide training schedules and yearly training opportunities. This role will be expected to be on-site at our Annual Convention with no additional travel throughout the year.

This role acts as a central resource helping stakeholders navigate DI offerings, resolve questions, and connect with the appropriate DI teams. The Concierge Coordinator plays an important role in strengthening satisfaction, engagement, and retention by ensuring stakeholders can easily access the information, tools, and people they need.

This position is ideal for a highly organized, service-oriented professional who enjoys helping others, solving problems, and contributing to a collaborative, remote-first team environment. The ideal candidate will have a passion for customer service and loyalty, able to manage a multitude of competing needs from our members, be curiosity about the destinations that we support, and ability to think forward managing the needs of our growing membership base.

Key Responsibilities

Member Support and Experience

Serve as a primary point of contact for member inquiries via email, phone, and digital platforms

Respond to or appropriately route questions related to membership benefits, programs, events, research, education, accreditation, partnerships, and additional tools and resources.

Ensure inquiries receive timely, professional, and accurate responses

Deliver a welcoming, service-oriented experience that reflects DI’s commitment to stakeholder support

Track and monitor inquiries to ensure follow-through and resolution

Membership Knowledge & Coordination

Maintain strong working knowledge of DI programs, services, and stakeholder benefits to serve as a reliable resource

Support onboarding experiences to help new members quickly connect to DI resources and opportunities

Assist in maintaining accurate stakeholder information within DI systemsIdentify recurring questions or challenges and help improve communications, processes, and resource accessibility

Help ensure information shared with stakeholders remains accurate and consistent across teams

Membership Engagement & Support

Support the experience and engagement of DI members by assisting with inquiries and requests related to membership benefits, programs, and participation opportunities

Serve as a support resource helping members navigate DI offerings and engagement opportunities

Cross over with Partnerships team to ensure in-coming partner needs are addressed and requests are routed efficiently

Share member/partner feedback or recurring requests to help inform improvements in engagement and service delivery

Engagement & Retention Support

Support outreach and engagement efforts that strengthen member and partner satisfaction and retention

Help stakeholders better understand and maximize the value of DI engagement opportunities

Assist in identifying opportunities to improve the overall stakeholder experience

Internal Collaboration Across DI Teams

Work collaboratively across DI teams to ensure member and partner needs are addressed quickly and effectively, and that stakeholders can easily access DI resources and services.

Professional Development Team

Assist stakeholders in navigating certification, accreditation, and educational offerings

Route program and credentialing inquiries to appropriate team members

Events Team

Support stakeholder questions related to event registration, participation logistics, and access to event resources

Assist in routing event access or participation challenges appropriately

Research & Insights Team

Guide stakeholders to research tools, reports, and benchmarking resources

Route technical or specialized research inquiries as needed

Communications & Marketing Team

Help ensure stakeholders receive clear and consistent information about DI programs and engagement opportunities

Share recurring questions or areas of confusion to improve communication clarity

Technology & Systems Support

Assist members and partners with access support, including login assistance, password resets, and navigation of DI platforms and tools when appropriate

Coordinate with internal technology support when technical troubleshooting or system-level intervention is required

Help identify recurring access or platform challenges to improve user experience

Desired Experience, Skills & Attributes

1–3 years of experience in customer service, membership services, loyalty or rewards programs, hospitality, association support, or client service roles

Strong communication and interpersonal skills with a service-oriented, naturally helpful approach

Highly organized with excellent time management skills and attention to detail

Ability to handle multiple requests while remaining responsive, professional, and maintaining quality

Collaborative, solutions-focused team member who stays calm, friendly, and professional in a fast-paced environment

Curious and proactive in finding answers, resolving issues, and supporting member need

Comfortable working in a remote, highly collaborative environment

Experience with CRM or membership management systems preferred

Ability to speak French or Spanish is a plus

Measures of Success

Success in this role may include:

Timely and accurate responses to stakeholder inquiries

Positive feedback regarding member and partner experience

Smooth routing and resolution of stakeholder requests

Increased awareness and use of DI resources and programs

Strong collaboration with internal DI teams

Role Boundaries – What This Role Is Not Responsible For

To ensure clarity of responsibilities and maintain focus on delivering an exceptional stakeholder experience, the DI Concierge Coordinator role is not responsible for:

Owning membership or partnership sales and revenue development activities

Managing program strategy or departmental decision-making

Serving as primary technical support or performing system administration beyond basic access support

Managing event logistics or operational execution

Owning accreditation, certification, or program administration processes

Acting as a substitute for departmental subject matter experts

Instead, this role focuses on connecting stakeholders to the right information, resources, and DI team members while ensuring a seamless and supportive experience.

Culture Fit & Values
As a member of the DI team, you must thrive in a remote-first work environment and be open to travel as needed for business-related events. You understand your critical role in maintaining our welcoming atmosphere while remaining authentically yourself and valuing collaboration at every level of the organization. You must be committed to continuous cultural improvement, fostering positivity, respecting and trusting others, and demonstrating a strong drive for success.

Our Benefits
We take great pride in offering a benefits package that reflects how much we value our team. Our total investment package is thoughtfully designed to promote well-being, foster growth, and provide flexibility to balance professional and personal life. 

We offer:

Employee Paid Health Coverage: Ensuring you and your loved ones are well cared for.

Financial Wellness Programs: Including retirement plans with employer contributions to
secure your future.

Flexible Work Environment: Embracing a remote-first approach with the necessary tools
and support.

Generous Time Off: Recognizing the importance of rest and rejuvenation.

Continuous Learning Opportunities: Encouraging professional development and growth.

We view our total investment package as more than just perks, it’s a reflection of our
commitment to supporting our team as people, not just employees.