As Director of Sales I at Marriott Vacations Worldwide (MVW), you will be responsible for shaping and executing an overall sales strategy. Communicate this strategy to the sales team and other business units. Coordinate with marketing management to ensure alignment of marketing and sales strategies. Respond to the needs of the sales force by providing necessary resources, offering incentives, and resolving conflicts. Participate in performance management, coaching, recruiting, and selection of the sales workforce, and develop compensation plans that will maximize productivity. Oversee customer sales experience and proactively respond to customer concerns.
JOB REQUIREMENTS
Physical Ability - Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period or for an entire work shift.
Work Schedules - Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays.
Education, Certification, or Licenses Preferred/Required - bachelor’s degree or 4 years of equivalent work experience; minimum 2 years’ experience in a similar position. Incumbent is required to maintain an active and in-good standing professional Real Estate License, where mandated by law.
Required Qualifications - Proficiency in reading writing and communicating verbally in English (additional language may be required in certain locations).
Competencies:
Leadership
- Professional Demeanor - Exhibiting behavioral styles that convey confidence; making a good first impression and representing the organization in alignment with its values.
- Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, developing and evaluating alternatives and solutions and choosing a course of action.
- Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
- Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
- Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
- Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively acting and going beyond what is required.
- Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Building Relationships
- Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.
- Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
- Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates to achieve department and business objectives.
Learning and Applying Personal Expertise.
- Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.
- Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
- General Sales Location Operations - Knowledge of the operating principles and practices of sales locations including tour flow management, sales presentation, sales closings, and general operating procedures.
- Business Acumen - Understanding and utilizing business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges
- Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
- Administration and Management - Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, sales methods, and coordination of people and resources.
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
- Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Work in contact with the public using strong communication and customer service skills.
JOB SPECIFIC TASKS
Managing the Sales Experience
- Manage the sales floor to ensure customer tour flow is efficient and conducive to sales presentation discussions and purchase deliberations.
- Responsible for planning/staffing of sales force readiness by ensuring appropriate number of SE's needed for marketing/tours.
- Provide information to, and answer questions from, customers regarding specific topics related to vacation ownership, seasonal travel and financing options.
- Close sales as appropriate, be the second face for the customer.
- Review and approve documentation for a sale.
- Monitor the pipeline of deals awaiting final confirmation/signature that are in the allowable time period for rescission.
- Handle any overflow from tour waves.
- Greet customers and make initial introductions to front desk and/or Sales Executives.
- Support the presentation and ratification of contracts to new owners.
- Make Post Purchase Calls (PPCs) to owners.
General Business Management
- Supervise the daily operational aspects of the Sales Gallery Floor/Sales Center.
- Conduct and/or contribute to material for Daily Huddles/Line Ups.
- Conduct and/or participate in regular sales management meetings to review both the week and period performance and make action plans to ensure peak performance.
- Mediate, counsel, and resolve in a timely manner any issues with or between subordinates and with colleagues.
- Encourage and support the establishment of a positive work environment that recognizes both individual and team accomplishments, and provides a safe haven for open and honest communication.
- Monitor weekly and period-to-date reports (e.g., VPG, Net Sales, Customer Satisfaction, SE/ME hot lead reports, channel reports, and P-Ls), and provide effective motivational messages to sales team based on performance.
- Monitor the availability of product inventory and make sure Sales Managers have an accurate understanding of what can be sold from the portfolio as well as how it should be sold (e.g., to include financing).
- Manage the Guest Experience and the integrity of the brand name by making sure that all associates represent the company in an ethical, moral and professional manner at all times.
- Determine when issue escalation is required.
- Develop, maintain and enhance the 'Culture of Excellence' in all facets of the Sales Gallery/Center operation.
- Interview new candidates for Sales Executive and Sales Manager positions.
- Coordinate and prepare with Director of Marketing quarterly business objectives.
Providing Service to Others
- Respond to customer questions, complaints, and/or concerns.
- Develop plans to proactively deal with and mitigate common customer problems/complaints.
- Communicate with customers when escalated issues arise.
- Coordinate with Quality Assurance and Contracts to relay important information or issues down to the sales line.
- Respond to cancellations with call back to customer.
Managing - Coaching the Sales Workforce
- Provide real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
- Conduct one-on-one coaching meetings with individual Sales Managers to develop proficiency in management approach, execution of policies, coordination of sales teams, and delivering feedback/coaching to Sales Executives.
- Conduct Performance Reviews with Sales Managers to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
- Build team camaraderie and Sales Manager confidence to achieve sales goals.
- Develop, conduct and supervise regular group training for Sales Managers to refresh on specific aspects of the sales management process as well as to develop Sales Managers in other personal/professional areas.
- Diagnose issues with under-performing Sales Managers.
- Plan, rollout, and monitor incentive programs (e.g., SPIFs) to motivate/drive Sales Executive performance.
- Provide a clear understanding of what is expected of the Sales Managers.
- Deliver training to sales workforce.
- Facilitate regular training and feedback sessions with new hires.
- Address issues related to employee concerns (e.g., work-place conflict, performance issues).
- Maintain a presence on the sales floor during selling sessions to serve as a resource for Sales Managers and Executives on an as needed basis.
- Present, or be present at, in-house seminars.
- Support the hiring process by participating in recruiting activities.
- Interpret and coach Sales Managers based on results of feedback received through formal (e.g., surveys) and informal (e.g., customer conversations) channels.
- Ensure appropriate expectations, focus and review of Key Result Areas (KRA's) for sales management team.
Other
- Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc.).
- Perform other duties as assigned.
- Develop scripts for use by Sales/Membership Executives during phone nights or during the course of typical sales presentations. Constantly work with SE on their presentation
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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