Sales Experience Manager I (Roadshow - East Coast)

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 be responsible for all aspects of owner and customer relations to ensure fulfillment of ownership and quality of experience by addressing owner and customer complaints/issues and work proactively to reduce the number of issues. You will coordinate strategy and salvage of all site pending defaults to maximize closing/lower cancellation rates through ongoing communication with new owners. You may oversee the general operations of the sales gallery and sales front desk ensuring the highest levels of hospitality, service and standards to include Manage the Sales Front Desk and Tour Desk teams (as applicable) and oversee the daily operations of those teams. You may manage the sales line rotation and tour flow processes and work closely with Sales and Marketing Management to maximize tour efficiency

Partner with Sales leadership and HR Centers of Expertise (COEs) to coordinate administrative support for Sales Associate-related processes, including onboarding logistics, ASC process tracking, leave of absence (LOA) tracking, and documentation management. Maintain accurate trackers, ensure timely follow-up on outstanding items, and document process inputs.

You will add to the success of the MVW team by maintaining high standards and providing the best service. 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. Specific job duties may differ by property, size of team, or facility. Join our expanding team and become a valuable member where meaningful moments are made together.

JOB REQUIREMENTS

Physical Ability— Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period of time or for an entire work shift.

Work Schedules— Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays. 

Education, Certification, or Licenses Preferred

COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS

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, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Building and Contributing to Teams

• Driving for Results - Planning and supporting the development of individuals' 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.

• 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 performance of self and/or others.

• Business Acumen - Understanding and utilizing business information to manage operations and generate solutions.

Basic Competencies

• Job Specific Computer Skills

• Reading Comprehension

• Writing

Functional Job Family Competencies

• Sales Coaching

• Sales and Marketing

• Sales and Marketing and Operations

ESSENTIAL FUNCTIONS

·         Addressing Owner and Customer Issues

• Interact with owners and customers to ensure complete satisfaction with their experience.

• Respond to owner and customer questions, complaints, and/or concerns.

• Responds to cancellations with call back to customer.

• Research owner and customer issues and work with various internal groups to resolve each issue.

• Develops plans to proactively deal with and mitigate common owner and customer problems/complaints.

• Coordinate strategy and salvage site pendinsoldg defaults to maximize closing/lower cancellation rates through ongoing communication with new owners and supporting their purchase decision.

• May contact owners within a specified period of time after point-of-sale to ensure understanding of product presentation and to solicit referrals.

• Influence owners/customers considering rescission to proceed with the contract.

• Communicate with owners and customers when escalated issues arise.

• Escalate issues to senior management when appropriate.

• Track owner and customer issues and identify trends.

• Provide feedback to Sales and/or New Owner Administration based on owner/customer issue trends.

• Work with Sales and Marketing departments to address root causes of owner and customer problems/complaints and keep accurate records/reports on progress of all pending defaults.

• Ensure on-tour and purchase incentive benefits are processed and fulfilled on a timely basis and follow up on issues when they arise.

• Respond to questions, complaints, and/or concerns from owners/customers about reservations, closings, exchanges and all other aspects of their ownership including cases where a Vacation Ownership Advisor (VOA) is not available or when urgency dictates immediate action.

General administration, coordination and tracking for site wide activities

• Coordinate onboarding logistics (scheduling, materials, trackers) and maintain training documentation and trackers
• Track completion of onboarding requirements (I9, system access, documents) and follow up with responsible teams
• Schedule interviews and coordinate candidate logistics; route associate inquiries to appropriate teams and track resolution status
• Schedule meetings and coordinate logistics for HR-related matters; upload and maintain documentation as directed
• Track status of HR-related processes (leave, workers comp, engagement activities) and maintain supporting trackers and documentation. Upload and maintain required documentation in systems to support compliance tracking and audit readiness
• Maintain trackers for onboarding, attendance to include LOA/absence inputs, and documentation completion; follow up on outstanding items
• Assist associates with opening cases and navigating workday for their inquiries

Manages Sales Gallery Operations (if applicable)

• Oversee and manage the daily operations of the Sales Gallery Floor, Sales Front Desk and Tour Desk (if applicable).

• Ensure that the sales gallery and Sales Front Desk meet standards at all times.

• Maintain food and beverage service presentation and appearance provided to guests visiting sales gallery.

• Ensure associates understand customer service expectations and parameters.

• Ensure adequate staffing of all gallery support positions.

• Understand sales front desk associate positions well enough to perform duties in associates' absence (when necessary).

• Maintains high visibility in public areas during peak times.

• Celebrate successes and publicly recognize the contributions of team members.

• Comprehend department budget, operating statements and payroll reports as needed to assist in the financial management of the department.

•         Work with Finance and Accounting to process Spiffs/Commissions

•         Oversee and manage scheduling and payroll

• Maintain, administer and adhere to all required standard, local and division wide policies and procedures.

• Conduct Performance Reviews with all direct-report associates.

• Conduct one on one coaching meetings with individual associates as needed to improve performance.

• Address issues related to employee concerns (e.g., work-place conflict, performance issues).

• Support the hiring process by participating in recruiting activities.

•         Review department associate satisfaction survey results to gain a better understanding of where opportunities exist to improve associate engagement

•         Oversee all aspects of the contract process flow to completion

Other

• Understand and abide by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).

• 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, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer’s standards, policies, and procedures issued in other media, e.g., associate handbook, Company Intranet, Marriott Vacations Worldwide training videos, and Company Memos. Employment is at will, and this job description is not intended to create an offer, contract, or guarantee of employment. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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