Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
JOB SPECIFIC TASKS
Developing and executing Marketing Strategy
- Develop and implement strategic plans with call center senior leaders to include budget considerations, site goals, and forecasts for appropriate activities.
- Ensure that pricing and communications regarding previews are consistent across all channels.
- Implement tour generation program initiatives, including but not limited to owner referral and reload programs, outbound/inbound efforts, lead generation, and travel partner promotions.
- Collect and analyze competitive intelligence (e.g., marketing programs/campaigns) to assist in the enhancement and development of current and future marketing strategies.
- Responsible for managing and implementing appropriate marketing mix to ensure attainment of call center marketing costs.
Managing Call Centre Operations
- Manage the call center operations floor to ensure Inbound and Outbound customer calls are efficient and conducive to sales presentation discussions and purchase deliberations.
- Manage technology programs and analysis by collaborating with cross-functional groups including iPSM, Enterprise Reporting, Database
- Identify and analyze goal-targeted enhancements and process improvements.
- Manage the relationship between technology strategy and internal business clients, suppliers, and vendors by serving as a day-to-day primary point of contact to resolve questions and open issues related to support for Data Administration, Call Center processes, and Marketing Operations.
- Manage site requests, scheduling coordination, and follow-up for analysis projects.
- Follow all departmental processes including execution of briefs, ad-hoc queries, conference reports, period-end reports, and analysis.
Managing Tour Flow & Guest Experience
- Ensure call center guest tour flow is efficient and conducive to sales presentation discussions and purchase deliberations.
- Manage the activation process from the site's perspective (own and resolve challenges as they arise).
- Monitor guest experience survey data, publish results for associate review, and follow up as appropriate.
Developing Programs for Generating Traffic Flow/Business
- Coordinate with Call Centre Operations lead generation initiatives to increase production in call center channels.
- Develop tactics and incentive programs to meet or exceed budgeted numbers.
- Identify trends when production is not meeting budget expectations and implement solutions.
- Conduct performance and cost analysis of past programs/events (including budget considerations and contractual provisions) and make recommendations to improve and enhance future programs/events.
Maintaining, Analyzing, and Communicating Key Reports
- Use reports on individual and team production performance (e.g., Confirmations-Experiences per guest, volume-per-guest [VPG], close rate, employee satisfaction, Regional Customer Experience Report, Site Daily Flash).
- Conduct competitive market analysis (e.g., cost per tour, development plans, and marketing cost by channel and effort).
- Monitor Budget versus Actual Results (BUVARS) by department and channel and prepare summaries of results for management (e.g., site, regional, and Marketing and sales leadership).
- Monitor reports across channels to determine the focus for generating tours.
Managing External Relationships
- Negotiate contracts and work with vendors.
Managing Relationships External to Marketing
- Discuss action plans with the sales department to ensure that vendor partnerships will help drive sales.
- Build and maintain relationships between sales management and the marketing department to ensure there is a clear understanding of eligibility requirements or details of participation for generating tours.
- Share marketing information and strategy with the sales force.
- Coordinate closely with sales management on the process for addressing guest eligibility issues, tracking, and discussing related trends.
- Build partnerships with resort operations, hotel linkage, OPC vendors, etc, where applicable.
- Coordinate and prepare with the Hotel Manager quarterly business objectives.
Managing & Developing the Marketing & Sales Workforce
- Prepare for and conduct team meetings.
- Measure the performance of telemarketers,/activators/team leaders against goals and hold them accountable.
- Provide one-on-one coaching and mentoring to team associates.
- Reward and recognize associate performance (e.g., way-to-go letters, personal bests, top three per channel, top VPG, attendance, special contribution, top three total packages).
- Motivate associates to increase production and performance (e.g., through contests, Special Performance Incentive Funds [SPIFs], and motivational e-letters).
- Observe and identify associate areas of strength and development opportunities (e.g., through ride-along, shadowing, monitoring).
- Develop and/or update sales training manuals and sales process enhancements (e.g., Eagle Flight Plans, Resource Guides).
- Conduct formal performance reviews and use this information to create individual development plans, career paths, and promotion development plans.
- Manage associate performance, developing performance plans for associates below expectation (progressive discipline).
- Identify and respond to the needs/questions/issues (both work and non-work related) brought forth by team associates.
- Mediate conflict in and between teams (e.g., within marketing teams, between marketing and sales teams).
- Provide guidelines for empowering associates to make decisions regarding guest experience and service issues.
- Deliver and coordinate various training programs.
- Develop and review policies and procedures pertaining to workflow, lead distribution, reward, recognition, and discipline.
- Create an awareness and understanding of policies and procedures for conducting business (e.g., Flight Plans, Local Standard
- Operating Procedures).
- Lead recruiting for ICC to ensure headcount is adequate for budget targets (e.g., coordinating with internal/external recruiters and HR, making internal announcements to managers in order to generate referrals, monitoring online and print ads, and responding to calls and emails from potential applicants).
- Participate in selection processes (e.g., interviewing).
- Develop compensation plans with senior call center leaders that maximize production.
Contributing to the Management of the Enterprise
- Understand and abide by state and federal regulations around marketing activity (e.g., state marketing matrix, national Do Not Call registry [DNC]).
- Update plans and actions to prepare for management meetings.
- Perform other duties as assigned.
MANAGEMENT COMPETENCIES:
Fundamental competencies required for accomplishing basic work activities
Leadership
- Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
- Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the organization in alignment with its values.
- Problem-Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, developing and evaluating alternatives and solutions, solving problems, and choosing a course of action.
Building and Contributing to Teams
- Driving for Results - Planning and supporting the development of individual's skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
- Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.
- Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.
Generating Organizational Talent and Capability
- Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management.
- Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Personal Expertise
- Applied Learning - Seeking out and making the most of learning opportunities to improve the performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
- Business Acumen - Understanding and utilizing business information (e.g., Associate, Guest/Customer Satisfaction, Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
- Basic Competencies :
- Job Specific Computer Skills - Using computer hardware and software specific to the job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
- Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Functional Job Family Competencies :
- Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
- Marketing & Sales - Knowledge of Marketing & Sales concepts including principles and methods for showing, promoting, and selling products or services as well as marketing strategies and tactics.
- Marketing & Sales and Operations - Ability to understand the business needs and basic concepts of Marketing & Sales and Resort Operations in order to build a positive and collaborative working relationship.
CANDIDATE PROFILE
Education and Experience
- Bachelor’s degree or 4 years of equivalent work experience; minimum 2 years experience in a similar position
- Previous senior-level Timeshare Marketing Management experience preferred.
- Strong communication skills in English (verbal, listening, writing); additional Asia Pacific languages an advantage (Indonesia, Chinese, Japanese, Thai, etc.)
- Effective influencing skills
- Strong consensus-building skills
- Effective change management skills
- Strong customer and associate relations skills
Successful Candidates Will Be Willing To:
- Work in close contact with the general public in Marketing and sales situations that require strong communication and customer service skills
- Openness to adapt to different cultural contexts based on location
- Must be willing to work weekends and holidays as required by business needs
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
