Owner Engagement Director

Westgate Resorts • Ocoee, FL

5d

About The Position

The Owner Engagement Director is responsible for leading the strategic development, execution, and optimization of Owner Engagement marketing initiatives. This role sets the marketing vision, oversees multi‑channel campaign strategy, directs content development, and guides performance analysis to drive revenue, product adoption, resort usage, and Owner satisfaction. The Director ensures seamless operational alignment across teams and elevates the Owner experience through consistent, impactful communication strategies.

Requirements

• 8–10 years of progressive marketing experience; experience in digital, engagement, or retention marketing, including at least 2 years in a leadership role.
• Proven ability to develop and execute strategic marketing plans that drive measurable results.
• Strong leadership abilities with experience overseeing projects, cross‑functional teams, or direct reports.
• Advanced organizational and project management skills.
• Strong analytical, problem‑solving, and decision‑making abilities.
• Excellent communication and presentation skills.
• Proficiency in MS Office and familiarity with marketing and analytics platforms (Salesforce Marketing Cloud, Tableau, GA).
• Demonstrates initiative, adaptability, and passion for continuous improvement
• Bachelor’s degree in Marketing, Business Administration, Hospitality Management, or related field.

Responsibilities

• Develop and oversee quarterly and annual marketing strategies supporting revenue, usage, retention, and engagement goals.
• Lead strategic planning for Owner Engagement communications, product education, and adoption initiatives.
• Oversee the creation and execution of multi‑channel campaigns across email, digital, mobile, social, and print.
• Ensure brand alignment and messaging consistency across all Owner touchpoints.
• Direct resource allocation, prioritization, and budget management for all Owner Engagement marketing initiatives.
• Provide strategic oversight for all digital journeys, triggered campaigns, and personalized communications.
• Guide ongoing content and UX strategy for the Online Account Management (OAM) site, VIOwners.com, and Westgate Resorts Mobile App.
• Drive adoption of digital tools, including OAM and mobile app utilization.
• Review and approve campaign creative, messaging, targeting, and segmentation strategies.
• Direct the content strategy for Owner Engagement articles, knowledge base materials, app content, blogs, email, and social channels.
• Identify and prioritize content improvements across digital and print touchpoints.
• Oversee creation of product education, training materials, and operational communications.
• Provide leadership in interpreting Pace and Usage Reports for Owner, VI by Westgate, VOA, and Travel Club segments.
• Partner with Inventory Management to align marketing efforts with available allotment and system insights.
• Ensure campaign and occupancy strategies support business goals and operational needs.
• Direct the analytics framework for Owner Engagement campaigns using Salesforce Marketing Cloud, Google Analytics, Tableau, and related tools.
• Oversee KPI development, reporting cadence, and insights delivery for leadership and stakeholders.
• Guide optimization strategies based on performance trends and data‑driven insights.
• Serve as the primary strategic liaison between Owner Engagement and Digital Marketing, IT, Creative, and Contact Center teams.
• Lead cross‑functional planning and alignment for large-scale initiatives and continuous improvement efforts.
• Manage and prioritize departmental IT enhancements, ensuring visibility and progress on key initiatives.
• Apply strategic and analytical thinking to evaluate complex challenges and recommend solutions.
• Ensure timely execution of projects, deliverables, and action items.
• Maintain organized archives of campaigns, reports, and departmental documentation.
• Perform additional leadership responsibilities as assigned.
• Directly supervises Owner Engagement Team Members and is responsible for training, scheduling, assigning and directing work, appraising performance, supporting Team Member development, addressing complaints and resolving problems

Benefits

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees