Senior Marketing Manager in Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 5/23/2018

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

Shapes and executes an overall marketing strategy for North East Asia (NEA) markets, including the marketing operations strategy for Lead Generation, Day Tour and Package production.pipeline, China Call Center, Linkage and OPC, Partner Marketing relationships, Liaison with Sales and Member Services,. Communicates this strategy to the marketing team and other business units. Ensure all marketing channels are optimized, individually and in aggregate for Cost per Guest (CPG) and Volume per Guest (VPG) and overall marketing costs are managed to achieve NEA site budget goals for Volume and Cost Efficiency. Coordinates with sales management in order to ensure alignment of marketing and sales strategies.

Evaluates past programs/events and develops new programs in order to generate tours and meet or exceed goals. Alter overall marketing strategies in response to location feedback. Respond to the needs of the sales operations force by providing necessary resources, offering incentives, and resolving conflicts. Participates in the performance management, coaching, recruiting, and selection of the marketing workforce, and develops compensation plans that will maximize productivity.

Evaluate and report on various sources of data associated with Call Center and overall Marketing Operations effectiveness. Alter overall marketing strategies in response to location feedback. Respond to the needs of the sales operations force by providing necessary resources, offering incentives, and resolving conflicts.

Job Specific Tasks

Developing & Executing Marketing Strategy

  • Develop and implement strategic plans to include budget considerations, site goals, and forecasts for appropriate activities.
  • Ensure that pricing and communications regarding previews are consistent across all channels.
  • Develop tour generation program initiatives, including but not limited to owner referral and reload programs, off-site locations, 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 strategy.
  • Responsible for managing and implementing appropriate marketing mix to ensure attainment of overall marketing costs.

Managing Call Centre Operations

  • Manage the call centre 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
  • Marketing, Call Center and Sales & Marketing to 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

  • Manage the sales floor to ensure guest tour flow is efficient and conducive to sales presentation discussions and purchase deliberations.
  • Manage activation process from 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.
  • Manage the cost and distribution of premiums/gifts for guests.

Developing Programs for Generating Traffic Flow/Business

  • Coordinate with marketing operations and other site marketing programs on new initiatives to increase production in channels.
  • Develop strategies 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.
  • Develop relationships to build a network (e.g., Off Property Contact [OPC], brokers, associates, member referrals) useful for developing sales leads.
  • Contribute to development and review of print ads, online ads, and other marketing materials (e.g., audio/video presentations, billboards, events, activities, seminars and special in-house functions).

Maintaining, Analyzing, & 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 sales and marketing leadership).
  • Monitor reports across channels to determine focus for generating tours.
  • Monitor production from package sales and activation perspectives on a weekly basis to ensure proper forecasting and tour allotments.
  • Analyze and maintain response results, pipeline goals, activation processes, tour costs, etc.

Managing External Relationships

  • Negotiate contracts and work with vendors.
  • Build partnerships with Marriott International hotel linkage, OPC vendors, etc, where applicable.

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 sales force.
  • Coordinate closely with sales management on 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 Project Sales Manager Lead quarterly business objectives.

Managing & Developing the Sales & Marketing Workforce

  • Prepare for and conduct team meetings when applicable / appropriate.
  • Lead recruiting campaigns to recruit local talent (e.g., make monitor online and print ads, respond to calls and emails from potential applicants).
  • Actively participate in selection processes (e.g., interviewing).
  • Develop compensation plans for marketing teams that maximize production.
  • Develop and/or update marketing training manuals and marketing 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 work flow, 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).

Contributing to the Management of the Enterprise

  • Understand and abide by local state and federal regulations around marketing activity (e.g., state marketing matrix, national Do Not Call registry [DNC]).
  • Understand and abide by local, state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc
  • Update plans and actions to prepare for management meetings.
  • Partner with the Design Team to develop all marketing collateral for the area of responsibility.
  • Perform other duties as assigned.

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 Mandarin and English (verbal, listening, writing); additional Asia Pacific languages an advantage (Cantonese and Japanese)
  • Effective influencing skills
  • Strong consensus building skills
  • Effective change management skills
  • Strong customer and associate relation skills

Successful Candidates Will Be Willing To:

  • Work in close contact with the general public in sales and marketing 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.


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