Customer Strategy Manager
About The Position
Travel + Leisure Co. is a vacation ownership and travel membership company with a portfolio of resort, travel club, and lifestyle travel brands. The Customer Strategy Manager defines, develops, launches, enhances, and discovers technology solutions and services that advance the business by understanding and mapping customer and associate experiences. The role works with cross-functional teams to define product requirements and coordinate stakeholder resources, and identifies and tracks KPIs to monitor and manage the business. The position manages the CRM product roadmap, gathers user and customer insight, uses competitive analysis to inform product decisions, and oversees product launches, development, and testing. It also creates business scope documents that can be translated into system requirements, supports system adoption, and defines and improves performance metrics, including Salesforce reports and dashboards. Site visits may be required, representing 5% of the role.
Requirements
- A BA/BS in Industrial Engineering, Finance/Business, or a related field; equivalent experience may be accepted in lieu of the education requirement.
- At least three years of experience in business consulting or process/business improvement, preferably involving technology-related projects.
- Demonstrated ability to develop and deliver presentations to senior executives and non-technical audiences.
- Ability to lead across diverse, cross-functional groups, with strong relationship-management skills and the ability to coach regardless of reporting relationship.
- Proven project-management, attention-to-detail, and analytical skills.
- Excellent interpersonal skills and the ability to work independently as a self-starter and as part of a team.
- Ability to analyze issues and develop and deploy solutions in a dynamic environment while handling multiple assignments and meeting deadlines.
- Ability to develop business scope documents that clearly and visually represent end-user needs.
- CRM system knowledge, such as Salesforce or Microsoft Dynamics CRM.
- Advanced knowledge of Microsoft Office applications, including PowerPoint, Excel, and Word.
Nice To Haves
- Salesforce Admin certificate.
- AI knowledge, such as Claude or Copilot.
Responsibilities
- Develop an end-to-end view of customer and associate experiences and processes to identify opportunities to improve efficiency and effectiveness.
- Manage and deliver against the CRM product roadmap.
- Work with multiple functions to build and evaluate business cases supporting product investment decisions.
- Deliver effective presentations to audiences at all levels of the organization.
- Gather insight from end users, customer feedback, and competitive analysis to inform product decisions.
- Ensure a high level of system adoption by end users.
- Capture comprehensive business scope documents that can be translated into system requirements.
- Oversee product launches, development, and testing, ensuring products work as designed and user adoption is as intended.
- Define, track, and improve key performance metrics, including building and maintaining business Salesforce reports and dashboards.
- Make site visits as needed; travel is approximately 5% of the role.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Flexible spending accounts
- Life and accident coverage
- Disability coverage
- Paid time off, parental leave, and holidays, depending on position
- Paid volunteer time through a Wish day to volunteer at an approved organization
- 401(k) with employer match, subject to eligibility requirements
- Legal and identity theft plan
- Voluntary income protection benefits
- Wellness program, subject to provider availability
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
