Sr Director, CC Prospect & Vendor Management

Wyndham Hotels & Resorts • Orlando, FL

123d

About The Position

The Sr. Director Contact Center Prospect and Vendor Management is responsible for overseeing all new lead generation through new marketing channels and vendor partnerships for the Marketing Contact Center Operations. Primary areas of focus include enhancing efficiencies within the Marketing Contact Center Operations through activating new qualified prospect leads, serving as the primary liaison with vendors and external partners. Strong leadership, contract negotiation, relationship management, operational excellence, financial acumen, and the ability to create a strategic vision is a minimum requirement for this role. Primary customers include leadership at the Marketing Contact Center, external partners and vendors, and internal teams including legal, brand, IT, marketing operations, and finance. This role reports directly to the Senior Vice President, Marketing Operations for Vacation Ownership.

Requirements

• 4-year degree in marketing, operations, or finance or related discipline.
• Demonstrated ability to work under pressure.
• Proven ability in contract negotiation and relationship management.
• Superior leadership, oral and written communication skills.
• Prior experience in engaging directly with C-suite executives.
• Proficiency in Microsoft Office Suite.
• Experience with Noble or CXone dialer system.
• Salesforce or similar CRM platform experience is a plus.
• 10+ years of management experience.
• 7+ years of senior leadership experience in call center operations.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Responsibilities

• Deliver and activate lead generation strategies for the Marketing Contact Center by sourcing new partnerships and leveraging existing ones in support of creating 50k+ tours annually.
• Full ownership of prospect lead journey - partner with legal, brand and IT.
• Ensure all prospect leads have a clear and defined path from the source to the sales channel in the lead journey.
• Develop strong internal and external relationships with stakeholders at every stage of the lead journey to drive maximum production efficiency.
• Ensure all prospect leads are cost effective by building pro forma expectations with regular performance review.
• Oversee all vendor partnerships driving maximum efficiency in lead generation.
• Deliver reports and analytics on all vendor partnerships and drive operational excellence through strong influence and leadership.
• Provide operational insights on the Marketing Contact Center pertaining to lead performance; develop and execute strategies to maximize efficiency in partnership with Sr. Director of Marketing Contact Center Operations.
• Establish strategic vision of prospect leads and vendor relationships to increasing annual tour flow, partnering with the SVP of Marketing Operations.
• Collaborate with the SVP of Corporate Alliances and the VP of Strategic Partnerships to ensure maximizing all current relationships as sources for lead generation through data sharing arrangements, employee engagement, or customer-facing offers.
• Provide quarterly updates on strategic vision to senior leadership on strategic vision of prospect lead and vendor relationships.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off, parental leave and holidays (depending on position)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Accommodation
• Education Level: Bachelor's degree