Manager, Owner Advocacy (Timeshare)

Own the Conversation. Build Trust. Shape the Vacatia Story.

Location: Remote
Department: Marketing
Reports To: Vice President, Marketing

About Vacatia

Vacatia is reinventing the vacation ownership and resort hospitality experience. We’re passionate about creating memorable experiences for our owners and guests, and we know that what people say about us matters just as much as what we say about ourselves.

We’re looking for a Manager, Owner Advocacy to take ownership of how Vacatia shows up across online review platforms, owner communities, and social channels. This is an opportunity for a confident, engaging communicator who can build relationships, address tough questions, turn feedback into action, and help shape the conversation around our brand.

Why You’ll Love Working at Vacatia

• Make your voice count: Become a recognizable, trusted voice for Vacatia among our owners and guests.
• Own something meaningful: Build and lead our reputation management strategy across a growing resort portfolio.
• Make a real difference: Turn customer feedback into meaningful improvements across our properties and business.
• Bring your personality: We value authentic communication. Be confident, approachable, thoughtful, and even a little witty when the moment calls for it.

Your Impact

You’ll own Vacatia’s online reputation and serve as a public-facing advocate for our owners. From responding to reviews and engaging in owner communities to managing sensitive issues and developing campaigns that grow positive feedback, you’ll help ensure our owners and guests feel heard, informed, and valued.

Reputation & Review Management

• Own the day-to-day monitoring and response strategy across Trustpilot, Google Business Profiles, the Better Business Bureau, TUG, Tripadvisor, and other online review platforms.
• Respond to reviews in Vacatia’s warm, confident, and authentic brand voice, tailoring communication to owners and guests.
• Develop and execute campaigns that encourage satisfied owners and guests to share their experiences and increase review volume and ratings.
• Lead the evaluation and implementation of reputation management tools and build dashboards to track ratings, sentiment, response times, and trends.

Owner Engagement & Communications

• Serve as Vacatia’s owner-facing press secretary, actively engaging in TUG, owner Facebook groups, and social communities.
• Address challenging topics—including maintenance fees, availability, and owner exits—with honest, clear, and straightforward communication.
• Build trust by acknowledging concerns, investigating issues, and personally following up to help resolve them.
• Partner with Owner Care, Account Directors, and resort leadership to ensure concerns are routed appropriately and followed through to resolution.

Leadership & Cross-Functional Partnership

• Prepare talking points, FAQs, and communications for Caroline and the leadership team.
• Coordinate with Communications and Legal on media, blogger, influencer, and sensitive public inquiries.
• Identify emerging reputation risks and develop escalation and crisis response playbooks.
• Share recurring feedback and monthly reputation insights with Operations, Owner Care, resort teams, and leadership.
• Coach resort teams on review generation, guest engagement, and effective responses to feedback.

What You Bring

Required

• 4+ years of experience in public relations, community management, online reputation management, or customer experience, ideally within hospitality and vacation ownership.
• Experience serving as a public-facing voice for a brand through online communities, social media, press, or customer forums.
• Exceptional writing and communication skills, with a voice that is engaging, confident, personable, and authentic.
• The ability to read the room—knowing when to bring warmth and humor and when to approach a situation with empathy and seriousness.
• Proven experience planning and executing email, SMS, or social campaigns that deliver measurable results.
• Hands-on experience with reputation or social management platforms such as Hootsuite, Birdeye, Reputation.com, or Sprout Social.
• Comfort working with data, building dashboards, and translating insights into actionable recommendations.
• Strong cross-functional collaboration skills and the ability to drive resolution without direct authority.

Nice to Have

• Experience working with timeshare or vacation ownership audiences and communities, including TUG and owner forums.
• Multi-property, franchise, or hospitality experience managing online reviews across multiple locations.
• Experience developing crisis communications, service recovery strategies, or customer advocacy programs.

Join Us

We’re looking for someone who can have the tough conversations, give people straight answers, and build trust one interaction at a time. If you’re a natural communicator who knows how to turn feedback into opportunity—and believes that reputation is earned through action—we’d love to hear from you.

Join Vacatia and help shape the conversation around extraordinary vacation experiences.