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Sales and Marketing Reports Specialist in Surfers' Call Center at Marriott Vacations Worldwide

Date Posted: 2/12/2019

Job Snapshot

Job Description

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 SUMMARY

This role is responsible for the creation, organization, administration and provision of the in-house Marketing and Sales business reports and data extraction requirements. Working directly with all the Marketing and Sales business units, under the guidance of the Director of Marketing or designate, the role will act as a conduit for clarification and provision of database driven business reporting. Their customers will be the onsite Marketing and Sales teams, as well as the Central Marketing Distribution (CMD) team or as requested by Management. The role will be responsible for data mining from various business data sources and will monitor reporting applications. They will be required to manage access to the information held in the reporting systems and follow data security procedures while managing the applications and distributing data extractions. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Perform other reasonable job duties as requested.

CANDIDATE PROFILE

 Preferred Education and Experience

  • High school completion or equivalent
  • Related work experience

 Required Qualifications

  • Proficiency in reading and writing English (additional language required for certain positions)

 Willing To:

  • Work in contact with the general public using strong communication and customer service skills
  • Demonstrate openness to adapt to different cultural contexts based on location
  • Must be willing to be flexible across shifts as required by business needs

 JOB SPECIFIC TASKS

 Report Writing

  • Creation of Marketing and Sales reports as requested by the business
  • Generation of Marketing and Sales lists from in-house database(s)
  • Create and communicate a report status update tool
  • Maintain and update existing reports
  • Create a system-visible library of reports
  • Systematically identify and define problems, evaluate alternatives and implement effective solutions
  • Report documentation provision and cataloguing.
  • Ensure the MVCI data strategy is observed; work with end users to ensure data accuracy is maintained.
  • Hold responsibility as the MVCI Marketing and Sales system administrator.
  • The role will include regional reporting duties

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

 Policies and Procedures

  • Ensure maximum integrity and data security in line with company policies and procedures.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Protect the privacy and security of guests and coworkers.
  • Attend meetings as required by Supervisors.

Computer Skills

  • Use computer systems and software packages to input, access, modify, store, or output information
  • Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

 Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Develop and maintain positive and productive working relationships with other employees and departments.

Physical Tasks

  • Enter and locate work-related information using computers and/or point of sale systems.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance.

 Other:

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other reasonable duty or function that may be assigned by management.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.
  • Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain computer systems knowledge (Microsoft Office and MVCI / MVW database systems).
  • Maintain current computer systems knowledge as used by the company.
  • Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.

 COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

Interpersonal Skills

  • Diversity Relations
  • Customer Service Orientation
  • Team Work
  • Interpersonal Skills

Analytical Skills

  • Learning
  • Computer Skills
  • Strong analytical skills

Personal Attributes

  • Ability to work unsupervised whilst delivering a high quality service
  • Integrity
  • Positive Demeanour
  • Initiative
  • Ability to work in a fast paced environment
  • Dependability
  • Stress Tolerance
  • Adaptability/Flexibility
  • Professional Demeanor

Communications

  • Listening and Comprehension
  • Telephone Etiquette Skills
  • Communication -- verbal, electronic
  • English Language Proficiency (second language as required)
  • Applied Reading

Technical Skills

  • Working knowledge of Word, Excel and Outlook.
  • Full understanding of the complete report writing process
  • Knowledge of Query Studio is an advantage.

 

 EVALUATION PROCESS

 By Whom : Assistant Marketing Manager or Designate

Frequency : Standard: Mid-year review with a full performance review in December annually.

Criteria : Accuracy, timeliness, attitude and overall performance

Standards : Quality/quantity of work reliability/dependability.

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