Sales Experience Manager I (Roadshow - East Coast)

Marriott Vacations Worldwide•Remote Florida, FL

About The Position

As a Sales Experience Manager at Marriott Vacations Worldwide (MVW), you will support meaningful experiences for Owners, members, and guests. The role is responsible for owner and customer relations, resolving complaints and issues, proactively reducing recurring problems, and coordinating communication with new owners to salvage pending defaults and maximize closings while reducing cancellations. Depending on the property and team, the role may oversee the sales gallery, sales front desk, and tour desk, manage tour flow and sales-line rotation, and work with Sales and Marketing leadership to improve tour efficiency. The position also provides administrative coordination for Sales Associate-related processes in partnership with Sales leadership and HR Centers of Expertise. Duties include coordinating onboarding, tracking HR processes and documentation, supporting associate inquiries, and maintaining accurate records and trackers. The manager maintains service standards, supports and develops associates, and follows company policies and applicable state and federal regulations. Specific duties may vary by property, team size, or facility. A background check and/or drug screen may be required depending on company policy and applicable requirements.

Requirements

Maintain availability for a fluctuating schedule based on business needs, potentially including days, nights, weekends, and holidays.
Perform physical tasks involving moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance.
Reach overhead and below the knees; bend, twist, pull, and stoop; and stand, sit, or walk for extended periods or an entire work shift.
Communicate clearly with coworkers and guests and follow company rules and policies.
Demonstrate adaptability, communication, professional demeanor, problem-solving, and decision-making skills.
Demonstrate planning and organizing, results orientation, coworker and customer relationship skills, and the ability to foster inclusion.
Support organizational capability and talent management through associate guidance, feedback, and development.
Demonstrate applied learning and business acumen.
Have job-specific computer skills, reading comprehension, and writing skills.
Demonstrate sales coaching, sales and marketing, and sales and marketing operations competencies.

Nice To Haves

Education, certification, or licenses are preferred; no specific credential is stated.

Responsibilities

Interact with owners and customers to support satisfaction; respond to questions, complaints, and concerns.
Call customers regarding cancellations, research issues, coordinate resolution with internal groups, and communicate or escalate issues as appropriate.
Develop plans to prevent or mitigate recurring owner and customer problems, track issues and trends, and provide feedback to Sales and New Owner Administration.
Coordinate communication with new owners to salvage pending defaults, support purchase decisions, maximize closings, and reduce cancellations; contact owners after sale when needed and solicit referrals.
Influence owners or customers considering rescission to proceed with their contracts.
Work with Sales and Marketing to address root causes of complaints and maintain accurate records and reports on pending defaults.
Ensure on-tour and purchase incentive benefits are processed and fulfilled on time, following up on issues as needed.
Address owner questions concerning reservations, closings, exchanges, and other aspects of ownership, including urgent matters or cases where a Vacation Ownership Advisor is unavailable.
Coordinate onboarding logistics, maintain training documentation and trackers, track completion of onboarding requirements, and follow up with responsible teams.
Schedule interviews and coordinate candidate logistics; route associate inquiries to appropriate teams and track their resolution.
Schedule meetings and coordinate logistics for HR matters; upload and maintain documentation as directed.
Track HR-related processes, including leave, workers’ compensation, and engagement activities; maintain records and documentation for compliance tracking and audit readiness.
Maintain onboarding, attendance, leave/absence, and documentation trackers and follow up on outstanding items.
Assist associates with opening cases and navigating Workday for inquiries.
Where applicable, oversee daily sales gallery, sales front desk, and tour desk operations and ensure service and presentation standards are met.
Maintain food and beverage service presentation, ensure appropriate staffing, and support front desk duties when necessary.
Maintain visibility in public areas during peak periods, recognize team contributions, and ensure associates understand customer service expectations.
Use department budgets, operating statements, and payroll reports as needed; work with Finance and Accounting to process spiffs and commissions.
Oversee scheduling, payroll, and contract-process flow through completion.
Administer and follow required standard, local, and division-wide policies and procedures.
Conduct performance reviews and coaching meetings; address associate concerns and performance issues; support recruiting activities.
Review associate satisfaction survey results to identify opportunities to improve engagement.
Understand and comply with state and federal regulations governing sales and marketing activities.
Perform other duties as assigned.