[Hiring] Sales Experience Manager @Marriott Vacations Worldwide

Role Description

As a Sales Experience Manager at Marriott Vacations Worldwide (MVW), you will be responsible for making meaningful moments for Owners, members, and guests. You will handle all aspects of owner and customer relations to ensure fulfillment of ownership and quality of experience by:

• Addressing owner and customer complaints/issues.
• Coordinating strategy and salvage of all site pending defaults.
• Maximizing closing/lower cancellation rates through ongoing communication with new owners.
• Overseeing the general operations of the sales gallery and sales front desk.
• Managing the Sales Front Desk and Tour Desk teams (as applicable).
• Working closely with Sales and Marketing Management to maximize tour efficiency.
• Partnering with Sales leadership and HR Centers of Expertise (COEs) for administrative support.
• Maintaining accurate trackers and ensuring timely follow-up on outstanding items.

You will need to have a flexible schedule, communicate clearly with coworkers and guests, and follow the company's rules in all situations. This position may require a background check and/or drug screen contingent on company policy and state and local requirements.

Qualifications

• Leadership
• Adaptability
• Communication
• Professional Demeanor
• Problem Solving and Decision Making
• Driving for Results
• Planning and Organizing
• Coworker Relationships
• Customer Relationships
• Fostering Inclusion
• Organizational Capability
• Talent Management
• Applied Learning
• Business Acumen
• Job Specific Computer Skills
• Reading Comprehension
• Writing

Requirements

• Physical Ability: Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance.
• Work Schedules: Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays.

Benefits

• Opportunity to join an expanding team.
• Become a valuable member where meaningful moments are made together.

Essential Functions

• Addressing Owner and Customer Issues:
  • Interact with owners and customers to ensure complete satisfaction.
  • Respond to owner and customer questions, complaints, and/or concerns.
  • Research owner and customer issues and work with various internal groups to resolve each issue.
  • Develop plans to proactively deal with common owner and customer problems/complaints.
  • Coordinate strategy and salvage site pending defaults.
  • Influence owners/customers considering rescission to proceed with the contract.
  • Track owner and customer issues and identify trends.
• General administration, coordination and tracking for site wide activities:
  • Coordinate onboarding logistics and maintain training documentation.
  • Track completion of onboarding requirements and follow up with responsible teams.
  • Schedule interviews and coordinate candidate logistics.
  • Track status of HR-related processes and maintain supporting trackers.
• Manage Sales Gallery Operations (if applicable):
  • Oversee and manage the daily operations of the Sales Gallery Floor.
  • Ensure that the sales gallery and Sales Front Desk meet standards at all times.
  • Maintain food and beverage service presentation for guests.
  • Ensure adequate staffing of all gallery support positions.
  • Conduct Performance Reviews with all direct-report associates.
  • Support the hiring process by participating in recruiting activities.
• Other:
  • Understand and abide by state and federal regulations around all sales and/or marketing activity.
  • Perform other duties as assigned.

Site Specific Requirements

This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned by Supervisors, Leads, or Managers to meet guests’ and Owner’s needs or business objectives.