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.
System Job Title: Director Sales Operation
Leadership Role: MANAGER OF MANAGERS Occupation Code:
As a senior member of the professional staff, contributes expertise in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support function and/or discipline objectives. Works with a high degree of independence, developing short-term goals for own department(s) and monitoring the flow of work between own department and others in alignment with broader business objectives, selecting and developing effective managers and work teams, and managing own organization through reliable systems and processes. Is a recognized authority in area of specialty, often serving as discipline interface with other areas.
Specific Job Summary
As a key member of the Hyatt Residence Club Sales Operations team, this position champions effective execution of identified initiatives as within the areas of sales processes, sales productivity, sales training, and sales tools (primarily technology) to ensure maximization of sales performance. The incumbent will be responsible for guiding and leading initiatives such as new sales programs, enhancements for customers and sales teams to include ensuring a consistent and effective Sales rewards and recognition program. An essential part of this role is to guide the development of sales management communication strategy and contents. This would include but is not limited to period incentives, program changes, weekly and quarterly roll outs, CAS newsletters, P.U.S.H and annual updates to Eagle Flight Plan.
With a general planning horizon of 0 3 years, sets direction for area(s) of responsibility to achieve desired goals in alignment with function and/or discipline strategy.
Leveraging knowledge and experience in area of expertise:
identifies and implements improvements to business processes.
evaluates alternatives and makes judgements on a full range of business issues.
provides ongoing advice and guidance to the business concerning issues related to area of specialty.
Manages large and/or multiple departments, processes and/or projects that have a broader function and/or discipline impact. Generally influences work of cross-functional or extended teams.
Makes department/multi-department resource decisions that have a financial impact as well as an impact on meeting discipline and/or business goals.
Works to enhance the organization's capabilities through effective staffing and development of others by:
developing recruiting strategies based on evolving needs and profile of the business.
using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
setting and maintaining high standards for team and individual performance.
providing timely coaching and feedback.
making and rewarding distinctions in performance.
Assists senior management in achieving business results by:
contributing to the development of long-term function and/or discipline strategy.
sharing relevant information to help others understand and support business objectives.
achieving results against budget within scope of responsibility.
building relationships across the organization to align own technical area with broader organization direction and facilitate own function and discipline goals.
contributing on a regular basis to operating efficiencies by recommending new and creative business management techniques.
removing barriers to achieve greater performance.
Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contributions
Manage necessary modifications to the Site-based Policies and Procedures ("Eagle Flight Plans") for corporate and field sales operations.
Conduct onsite inspections of all implemented sales related processes to ensure field sales operations are consistently applying agreed upon policies and procedures.
Active participant in the Sales Advisory Board identifying objectives and work plans to accomplish the objectives with period meetings.
Continuously observe our counselor sales process verifying that it continues to be clearly defined and consistently executed throughout the 500+ sales presentations occurring daily.
Maximize processes in an effort to direct our sales executives to be most efficient with their talent, time, energy, and efforts.
Review and revise the performance standards of each sales distribution site to include graduated standards based upon tours, tenure, experience, and channel as needed.
Be an active member of the Sales Advisory Board (a select group of Marriott Vacation Club Sales Leaders that regularly interact year-round) with the purpose of:
collectively discussing key issues affecting current sales performance
strategically preparing the sales organization for future changes
reviewing and sharing best practices
creating new and improved solutions and processes that positively impact the overall culture and performance of Marriott Vacation Club sales
Champion the development and execution of identified initiatives and projects that increase timeshare sales operation productivity as determined by VP Timeshare Sales Operations.
Effectively manage change between field sales executives created by corporate-driven initiatives to maximize alignment and prioritization in an effort to sell our products in the most efficient manner for both our customers and our sales force.
Ensure business measurement processes are consistently executed to include effective monitoring at the individual, site, and enterprise level of key performance metrics.
Within the individual level metrics, measure and report-out key differentiators amongst high performers and core performers with actionable recommendations for both categories to continuously increase productivity.
Analyze and communicate key metric trending including recommendations to improve identified areas that may have a negative impact upon the short and/or long-term performance of our business.
Troubleshoot and offer appropriate advice and support to select site leadership teams and/or individual sales executives when performance does not meet budgeted expectations.
Continuously monitor and recommend opportunities to increase sales effectiveness throughout the sales process through removing obstacles, automating low value activities, and minimizing unnecessary complexity where appropriate.
Provide subject matter expertise of MVC's counselor sales process in the development of sales training solutions.
Successfully deliver sales training solutions including extensive instructor-led facilitation primarily including centralized new hire SE training experience.
Execute the evaluation of learning solutions through end-to-end client management: project definition and scope, analysis and design, communication plan, deployment planning, evaluation, administrative support.
Select, train, and certify team of corporate, field and regional managers of effective usage of sales training solutions.
Control program costs and operate a P+L statement for program to meet budget.
Collect 'Best Practice' methods and processes, document results and make recommendations for companywide implementation.
Provide the sales organization with easy-to-use, value-added tools that drive improved sales efficiencies. This requires extensive sales executive experience expertise in the development of all such tools.
Sales Tools Development to include improved Point of Sales Kits, Owner communications through closing, new tools for the Sales Executives when new programs are launched.
Primary tools will be enabled with technology in collaboration with Sales Center Development/Technology Team. Ensure sales center gallery kiosk applications, digital signage, and closing room technology platforms effectively meet the needs of the sales force and desires of the customer base throughout the sales presentation.
Assist corporate, regional, and site leadership as necessary with various sales operational communications and projects that drive optimum sales performance.
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
Typically a senior position requiring significant knowledge and experience in one or more disciplines as well as associate and/or organizational management experience. College degree required. Advance degree or professional certification may also be required.
Specific Candidate Profile
Timeshare sales executive expert - preferably including roles as a front-line sales
Demonstrated success at managing projects including application of organizational skills and ability to set goals
Strong training/facilitator/presentation and platform skills
Experience with development and usage of various sales technology tools preferably including Oracle-on- Demand (Siebel), Generator, and Adobe desktop sharing.
Proven ability to build relationships through appropriate collaboration, negotiation, and conflict resolution skills in order to balance the interests of MVC and the Hyatt Residence Club.
Strong customer and associate relation skills
Effective influence skills
Strong coaching skills
Effective decision making skills
Strong problem-solving skills
Strong consensus building skills
Strategic planning skills
Effective change management skills
Strong interpersonal and team skills
Strong verbal and written communication skills with the ability to communicate across levels, across disciplines, throughout field/market and regional/corporate
Strong knowledge of overall MVC sales operations
Ability to work under pressure and manage/prioritize multiple priorities and tasks
Ability to use standard Microsoft Office software applications
College degree or equivalent experience
Minimum of 7 to 10+ years sales management professional experience
Ability to travel up to 50% year-round
Excellent project management skills and ability to independently manage multiple projects.
Excellent and in depth experience with entire scope of Sales operations.
Demonstrated ability to deliver results under tough conditions, even when faced with complexity and ambiguity.
Demonstrated success in evaluating risks and developing proactive strategies and plans to mitigate business issues.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott Vacations Worldwide