Director of Activations
Director of Activations
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Salary Not Disclosed
1 Vacancy
Job Description
Purpose
The Director Activations leads the strategic and operational execution of all vacation package activations at Capital Vacations Marketing Contact Centers (MCC) - from the moment after vacation package purchase through guest arrival at the resort and preview center.
The ideal candidate blends strong people leadership and operational discipline with a deep understanding of marketing contact centers in the timeshare industry.
This role will lead a team of activation agents across Springfield and Orlando MCCs focused on helping every vacation package buyer book travel arrive at destination and be excited for their vacation experience and presentation. This involves contacting customers verifying their eligibility arranging travel dates and assisting with any questions or issues - while optimizing rates of travel and times of travel minimizing cancellations/no-shows and driving ancillary revenue opportunities.
This role is responsible for hiring training & oversight of activation agents performance reporting commission overview administrative functions quality assurance forecasting team building realizing all daily weekly monthly and annual Activation goals and driving a strong customer driven culture.
Role drives oversight strategies with Marketing operating leaders for maximizing operational efficiencies maximum production customer service strategies reporting compliance and campaign alignment.
Core competencies include:
- lead people - workforce management culture coaching communication team motivation
- run the business - operational excellence metrics process improvements stress management and
- serve the customer -guest journey service recovery conflict resolution.
Travel Required. If living in Orlando at least two trips per month to Springfield. Likely three in the first 90-120 days. Other travel may be required as well.
Principal Duties and Responsibilities
- Activation Strategy & Leadership
- Design and own the end-to-end activation strategy and process for vacation package buyers ensuring seamless transitions from package sales to preview centers.
- Own KPIs and performance benchmarks for activation success including bookings rate arrival rates guest satisfaction revenue per arrival and cancellation/no-show reduction.
- Collaborate with sales marketing and resort operations to align activation touchpoints with brand promise and revenue goals.
- Process Management & Optimization
- Oversee MCC operational processes to contact package owners schedule travel and book accommodations verify eligibility for presentations collect payments address questions and resolve issues.
- Implement and continuously improve workflows call campaigns call scripts and communications to maximize bookings & show rates and minimize operational friction.
- Ensure activations team is aligned and executing in accordance with policies procedures DNC script compliance and KPIs.
- Partner with IT and digital teams to enhance CRM booking and guest communication systems.
- Team Leadership & Performance Management
- Lead a team of activation agents supervisors and managers providing training coaching and performance oversight.
- Foster a culture of accountability guest-centricity and results-driven performance.
- Workforce Management: Oversee workforce planning and scheduling to optimize staffing levels enhance agent productivity (e.g. call handle time agent adherence etc.) and ensure service level agreements are met. Prepare work schedules to ensure maximum coverage and to maintain adherence and ASA metrics.
- Cross Functional Collaboration: Work closely with leaders beyond MCC in Sales Site Marketing Finance IT HR Comms etc.
- Revenue & Financial Impact
- Develop and manage bookings budget and goals (annual / weekly / daily) ensuring effective allocation of resources delivering tour flow to each site and cost ensuring control.
- Identify and execute upsell cross-sell and value-add opportunities during the activation process (e.g. upgrades travel insurance).
- Track and report the financial impact of activation performance and pipeline health identifying areas to protect and grow revenue.
- Manage activations departmental budget forecasting and cost control measures.
- Guest Experience & Brand Alignment
- Ensure all pre-arrival communications are clear compliant brand-consistent and emotionally engaging.
- Use guest feedback to refine the activation guest journey and improve overall vacation satisfaction.
- Collaborate with resort staff and preview center to ensure a smooth handoff upon arrival.
- Establish and maintain call quality standards and practices conducting regular assessments and implementing continuous improvement initiatives.
- Personal competencies:
- Uniform communication to the team
- Excellent interpersonal problem solving and leadership skills
- Reporting and analytical skills required
- Strong grasp on company products and services
- Ability to multitask and stay organized and execute all objectives
- Proficient with computer dialer and enterprise technology
- Prepare work schedules to ensure maximum coverage and to maintain 78% adherence and ASA metrics and all other related metrics to achieve operational excellence
- Maintain flexible schedule; travel is required for this position
- Teambuilding mentoring and script writing
General Statement - Performs the job assigned complying with Company policies and procedures business code of ethics FLSA regulations and all applicable laws as well as ensuring confidentiality reliability quality and productivity.
Job Requirements
Education Essential Training / Certifications and Experience:
- High School Diploma/GED
- 5 years experience customer service management leadership in hospitality and/or timeshare management business
Skills Knowledge and Abilities:
- Proven experience as a manager or Customer Relations Professional
- Experience tracking KPIs Customer Satisfaction
- Proficient in MS Office
- A customer-oriented attitude
- Excellent communication and negotiation skills
- Problem-solving attitude
- Ability to work well with a team and execute organizational objectives
Shift: Additional hours may be required to cover shifts meet deadlines and goals as necessary
- Needs to be flexible
Required Experience:
Director
Employment Type
Full Time
