Manager Membership Sales - Interval International Kendall Member Service Center - Marriott Vacations Worldwide

Publiée le: 4/22/2021

Résumé de l'offre

Description de l'offre

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.

Nature of Work

Responsible for achievement of department sales objectives through effective use of assigned campaigns.  Focuses on strategic growth opportunities, developing and enhancing advisor sales skills to improve team performance to meet sales goals, identifies, addresses, and sets action plans to improve poor advisor performance, allocates personnel resources to maximize effectiveness, stays abreast of rapidly changing conditions, enforces standards and sets the primary objectives for the department and staff while ensuring department revenue goals are met or surpassed.



Duties and Responsibilities

  • Manages the supervisory and TSR staff and directs them towards established budgetary goals.
  • Monitors advisors calls daily (both real time and historical) and provide continuous feedback and coaching to increase performance.
  • Create and maintain reporting tools to track advisor’s sales performance, training and development/progress.
  • Plans, develops, and executes Telemarketing programs by testing and monitoring script success and analyzing call data.
  • Implements special membership enrollment and renewal offers by preparing applicable scripts, establishes proper staffing levels and coordinates with key personnel within the Marketing department, Call Center and any other external service providers.
  • Responsible for developing, training, monitoring and evaluating Supervisors and TSR’s.
    Develops and manages sales contests and other short-term incentives to maximize agent performance by developing daily/weekly/monthly and quarterly plans. 
  • Maintain Quality Assurance Standards.
  • Conducts performance reviews to evaluate productivity and improve workflow.
  • Effectively communicates the goals of the department to the management team while working with others in management team to bring about solutions to problems, challenges, and/or goals for the department.
  • Interviews and hires new agents.
  • Develops and implements core agent training programs for:
  • New Hires – i.e. iServices, equipment, sales techniques, and customer service policy, and regulatory compliance
  • New Product launch – i.e. Platinum, Club Interval Gold
  • Script Testing – i.e. offers, pricing and other promotions
  • Ongoing sales training to continuously drive performance and productivity i.e. increasing average fee, increasing upgrades close rates  
  • Product Refresh – i.e. basic membership program, Interval Gold, Leisure Time Passport, New Membership enrollment.
  • Develops and implements Supervisors training plans to continually develop their skills in all sales and operational areas to ensure maximum effectiveness.
  • Introduce changes in policies or procedures in the department as needed or requested.
  • Informs senior management of member issues impacting company policy.
  • Intervenes and handles problem members as needed.
  • Performs any other duties and responsibilities as assigned by a member of the management team.
  • Directly manages the sales floor on a regular basis. Is responsible for a minimum of 1 shift per week.  Is responsible for vacation/other shift coverage when supervisors are out on approved absences.

Supervisory

  • Selects best qualified persons for approved positions.
  • Ensures that each employee receives complete training in all aspects of the position.
  • Establishes appropriate reporting methods to ensure that staff is carrying out their responsibilities.
  • Accurately evaluates employee performance to meet deadlines.
  • Recommends salary increases, promotions, demotions, transfers and terminations.
  • Develops employees towards realizing their potential.
  • Maintains high employee morale and low turnover.
  • Performs other related duties as required.



Knowledge, Abilities, and Skills


  • Graduation from an accredited college or university with a Bachelor’s degree in a business related field.
  • Must possess management experience in operational Outbound Sales environment (Call Center preferred) with a minimum of 5 to 7 years management experience.
  • Must be accomplished in sales management and employee development.
  • Must possess a high energy level and exceptional interpersonal skills.
  • Must be a strong self- starter that possesses a high degree of adaptability and willingness to force constant change. 
  • Must possess excellent analytical skills demonstrating the ability to think strategically. Must be able to work independently and lead a team on projects with little direction.
  • Must be computer literate and with strong skills in Microsoft Word and Powerpoint.
  • Advanced experience with Microsoft Excel. Strong skills in Pivot tables, Power pivot, forecasting, correlation, SUMIF and COUNTIF preferred.
  • Must possess excellent written and verbal communications skills and ability to speak effectively in front of large and small groups.
  • Must be able to communicate effectively with employees at all levels.
  • Must be detail oriented and possess excellent organization skills.
  • Must be able to set priorities and manage time.


Physical Requirements

  • Sitting, standing, walking, manual dexterity (writing, typing, handling), operation of automated equipment (computer).


Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture