At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.
Position Description
Under the leadership of the VP of Corporate Marketing, this position is responsible for managing and controlling all Marketing Contact Center day to day functional operations. Responsible for actively communicating service trends and systematic issue resolution across all functions for Holiday Inn Club Vacations, Inc. Provides input and feedback to internal clients and external 3rd party clients. Implements strategic and long-term plans for Contact Center Operations to include expense budget and tracking, trend analysis, representation for development and feedback related to new programs, project implementations and communication.
The Director will be a resource to his/her team, peers, Executive Management and internal and external business partners by answering questions, facilitating business decisions, sharing opinions and perspectives, suggesting new and creative ideas to enhance guest satisfaction.
Responsible for overseeing all Marketing functions related to Call Center Operations and Project Management, to include TMO intitiave tracking and execution.
Responsible for department expense management as it relates to scorecard achievement and production goals. This may include operational staffing, IT project implementation, rewards & recognition programs, along with fulfillment and offshore reconciliation.
Serve as the operational lead across the Call Center organization, coordinating priorities, initiatives, risks, and dependencies through innovation and process improvement. Partners with internal/external organizations to integrate new products and technologies.
Partners with VP with representing Marketing department in regard to new program strategy, new product & services development, and process improvement across all companywide organizations to drive a seamless guest experience.
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
Education and/ or Experience
High School Diploma. Bachelors/Associate Degree, and/or Timeshare/Hospitality experience
Bachelors degree or 5 year equivalent work experience
Physical Demands
While performing the duties of this job the employee may be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift to thirty pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Working Conditions
Most of the work will be performed in a climate-controlled environment but may be exposed to inclement weather and varying degrees of temperature on occasion.
Work Schedule/Hours
Schedules will vary depending on business needs, and may entail working nights, weekends, and holidays. Must be flexible to work outside of departmental operating hours.
Job description provided by Holiday Inn Club Vacations.
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