Sales Experience Manager (Bilingual Japanese)

Marriott Vacations Worldwide•Kapolei, HI

11d

About The Position

The Sales Experience Manager is responsible for owner and customer relations, ensuring ownership fulfillment and a high-quality experience. The role handles customer and owner concerns, works to prevent recurring issues, and coordinates efforts to salvage pending defaults and reduce cancellations through ongoing communication with new owners. The manager may oversee sales gallery operations, the Sales Front Desk, and Tour Desk, including staffing, scheduling, performance management, and issue resolution. The position also provides education and support about ownership products and usage options, and works with Sales and Marketing leadership to improve tour efficiency and customer experience.

Requirements

High school diploma or GED.
At least 2 years of experience in a similar position.
Proficiency in English; an additional language is required for certain positions.
Willingness to begin work early in the morning, for example at 7:15 a.m.
Willingness to work at night occasionally.
Willingness to work weekends and holidays as required by business needs.
Must be reachable during off-hours.
Demonstrated leadership, adaptability, communication, professional demeanor, problem-solving, and decision-making abilities.
Ability to plan and organize work, drive results, build teams and relationships, and foster inclusion.
Ability to support talent development, provide coaching and feedback, and contribute to recruiting and retention.
Business acumen and ability to understand and use operational, customer satisfaction, and financial information.
Reading comprehension and effective writing skills.
Job-specific computer skills.

Responsibilities

Interact with owners and customers to ensure satisfaction and respond to questions, complaints, and concerns.
Follow up with customers who request cancellation; research issues and coordinate with internal groups to resolve them.
Develop proactive plans to mitigate recurring owner and customer problems and complaints.
Coordinate strategies to salvage pending defaults, support purchase decisions, maximize closings, and reduce cancellations.
Contact owners after purchase when applicable to confirm their understanding of the product presentation and solicit referrals.
Work with owners considering rescission to encourage them to proceed with their contracts; communicate about escalated issues and refer issues to senior management when appropriate.
Track owner and customer issues, identify trends, and provide feedback to Sales and New Owner Administration.
Work with Sales and Marketing to address root causes and maintain accurate records and reports on pending defaults.
Ensure tour and purchase incentive benefits are processed and fulfilled on time, and follow up on related issues.
Respond to ownership-related questions and concerns, including reservations, closings, and exchanges, when a Vacation Ownership Advisor is unavailable or urgency requires immediate action.
Oversee daily operations of the Sales Gallery Floor, Sales Front Desk, and Tour Desk where applicable.
Maintain sales gallery and front desk standards, including food and beverage presentation and appearance.
Communicate customer service expectations and ensure adequate staffing for gallery support positions.
Perform Sales Front Desk associate duties when necessary and maintain visibility in public areas during peak periods.
Onboard and train associates, maintain current training manuals, and recognize team contributions.
Oversee transportation and child activity functions where applicable.
Conduct or contribute materials for Daily Huddles and Line Ups.
Use department budgets, operating statements, and payroll reports as needed to support financial management.
Follow applicable standards, policies, and procedures.
Conduct performance reviews and coaching meetings; address employee concerns, workplace conflict, and performance issues.
Participate in recruiting and review associate satisfaction survey results to identify opportunities to improve engagement.
Understand and follow state and federal regulations governing sales and marketing activity.
Perform other duties as assigned.