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AMBER M. TRUJILLO
San Francisco,CA
Summary
Member Experience leader with 9+ years in luxury hospitality and tech, leading a 15-person Member Success team. Achieved record retention rates and designed comprehensive member lifecycle strategies that enhance engagement. Known for fostering member-centric cultures and translating insights into measurable business outcomes. A passionate traveler and active travel advisor, I bring a genuine understanding of the traveler journey to every client experience I design.
Overview
9
9
years of professional experience
Work History
Senior Lead, Member Success | Department Head
Chief
San Francisco, CA
08.2025 - Current
- Lead a 15-person Member Success org, delivering the highest blended renewal rates in 2+ years (~10% increase).
- Served as primary Member Success leader during a major product launch, proactively scoped escalation pathways and policy recommendations that protected the member experience.
- Designed and launched a location-based team pod model end-to-end - including operating model, team training, and member communications - improving ownership clarity and lifecycle support across the member journey.
- Stepped in to stabilize Billing operations across multiple high-risk transition periods (well beyond scope), including hiring and onboarding a new Billing Manager, creating a cross-functional partnership framework, and building SOPs to ensure continuity.
- Successfully hired and onboarded a new Member Success Manager within 30 days concurrent with a major product launch; supported team through sustained change while maintaining performance and morale.
- Translate member insights into cross-functional action, collaborating with Product, Data, Marketing, Engineering, and Community teams to strengthen the member experience and directly impact ARR.
- Recognized by Executive Leadership as a highly trusted and foundational leader and key thought partner.
Senior Manager & Team Lead, Member Success
Chief
03.2024 - 08.2025
- Developed and led a targeted retention strategy that increased membership retention by ~15% and achieved 95% team attainment, the highest in team history.
- Sole Team Lead for the full Member Success and Onboarding team, managing 3x normal scope through time of organizational change.
- Led CRM platform (Salesforce) rollout end-to-end using AI enhancements - testing, SOP development, team training, and go-live coordination - laying the foundation for future platform expansion.
- Launched a member webinar series from scratch, creating a scalable new touchpoint that expanded reach while maintaining high-touch care.
- Managed over ~40 complex escalations YTD and served on a cross-functional issue response team to represent the member perspective in reputationally sensitive scenarios.
- Rebuilt team morale and culture after a period of instability; hired and onboarded a new Team Lead, launched a team-wide call coaching program, and designed a scalable QA program.
- Rated top performance tier by Sr. Director; recognized as a foundational leader with deep trust from executive leadership.
Senior Manager & Team Lead, Member Support
Chief
02.2022 - 03.2024
- Led and developed a team of 14 Member Experience Associates/Specialists, achieving a
- Owned and launched cross-functional strategic programs including a QA Program, Member Escalations Process, Pooled Service Model, and a Coaching Engagement & Retention initiative.
- Leveraged Salesforce reporting to analyze performance trends, track KPIs, and deliver strategic insights to senior leadership.
- Designed and implemented process improvements that streamlined workflows, reduced response times, and elevated member satisfaction scores.
- Triaged inbound member escalations and reputationally sensitive issues, partnering with VP of Communications on response strategy and messaging.
Member Experience Manager
Chief
09.2020 - 02.2022
- First Bay Area organizational hire; managed 1,000+ white-glove member accounts, defining regional brand identity and delivering best-in-class service.
- Revolutionized member onboarding by scaling the model from 1:1 to group-wide, increasing engagement by 50% and building and facilitating onboarding for 4 cohorts (14 total trainees).
- Drove cohort retention and increased renewal rate by 10% through proactive relationship management and targeted engagement.
- Launched team culture committee during company expansion to increase morale and build community across the growing organization.
Travel Advisor
Fora Travel
01.2026 - Current
- Independently book and manage personalized travel experiences for a personal client portfolio, spanning flights, hotels, and itinerary design
- Bring a client-first, high-touch service approach to every booking, with a deep understanding of the traveler journey from inquiry through post-trip follow-up
Guest Relations Director | Department Head
Four Seasons Hotels & Resorts
San Francisco, CA
03.2019 - 09.2020
- Built the Guest Relations Department from the ground up, overseeing a team of 15 Front Desk and Concierge agents to enhance the overall guest experience.
- Increased guest retention 4.2% at the property level and 5.7% at the brand level through high-touch VIP management and personalized service programming.
- Drove Guest Experience Score (GES) up 3.9% YTD through meticulous VIP room and amenity inspections and a hotel-wide employee training program.
- Generated $700K in additional hotel revenue in 2019 by initiating new amenity programs, children's activities, and luxury suite sales initiatives.
- Maintained the hotel's Forbes Five Star rating - the only Forbes Five Star hotel in San Francisco in 2019 - through cross-departmental excellence.
- Launched B2C mobile/SMS outreach strategy, increasing mobile app awareness by 4.7% and guest recognition by 7.5%.
Guest Experience Manager
Four Seasons Hotels & Resorts
Westlake Village, CA
11.2017 - 03.2019
- Achieved an overall Staff & Service Satisfaction score of 92% through daily guest feedback monitoring and proactive issue resolution across in-person, phone, email, and SMS channels.
- Acted as Operational Manager on Duty, mentoring a team of 15 employees and successfully promoting and transferring three employees internally within the brand.
Assistant Housekeeping Manager
Four Seasons Hotels & Resorts
Westlake Village, CA
05.2017 - 11.2017
- Coached staff in English and Spanish, managing payroll, purchasing, productivity, and employee relations for 50 employees.
Education
Bachelor of Business Administration - Business Management Minor
California Lutheran University
Thousand Oaks, CA01-2016
Skills
- Retention Strategy & Lifecycle Design
- Customer Success Strategy
- Member Lifecycle Management
- People Leadership & Coaching
- Workforce Planning & Hiring
- Data Analysis & Reporting
- Cross-functional Stakeholder Management
- Change Management
- Program Design & Launch
- Escalation Management
- Operational Excellence
- Executive Stakeholder Communication
Websites
Skills And Technology
Salesforce, Agentforce, Looker, Notion, Gong, Salesloft, Strikedeck, Chargebee, Greenhouse, Medallia, Workday, Lattice, BambooHR, Google Suite, Microsoft Office, Jira, Slack, Zoom
Timeline
Travel Advisor
Fora Travel
01.2026 - Current
Senior Lead, Member Success | Department Head
Chief
08.2025 - Current
Senior Manager & Team Lead, Member Success
Chief
03.2024 - 08.2025
Senior Manager & Team Lead, Member Support
Chief
02.2022 - 03.2024
Member Experience Manager
Chief
09.2020 - 02.2022
Guest Relations Director | Department Head
Four Seasons Hotels & Resorts
03.2019 - 09.2020
Guest Experience Manager
Four Seasons Hotels & Resorts
11.2017 - 03.2019
Assistant Housekeeping Manager
Four Seasons Hotels & Resorts
05.2017 - 11.2017
Bachelor of Business Administration - Business Management Minor
California Lutheran University