Sr Marketing Manager

Key Responsibilities

• Lead, coach, and develop the In House Marketing team to achieve tour production and performance goals.
• Conduct preliminary interviews and provide hiring recommendations to the Marketing Director.
• Supervise daily employee performance and provide ongoing coaching, feedback, and performance improvement plans.
• Identify training opportunities and communicate development needs, coaching recommendations, and disciplinary actions to the Marketing Director.
• Recommend employee promotions, corrective actions, and terminations when appropriate.
• Conduct training sessions for underperforming team members to improve productivity and guest engagement.
• Ensure employees adhere to assigned schedules and company attendance policies.
• Verify overtime is pre-approved in accordance with company guidelines.
• Ensure team members are working at their designated locations and representing the company professionally.
• Develop and execute in-house marketing strategies designed to generate qualified tour appointments for the sales team.
• Maintain required Cost per Tour (CPT) objectives.
• Manage customer greeting procedures to create a welcoming and engaging guest experience.
• Oversee the tracking, reconciliation, and accountability of premium gifts and incentives distributed to guests.
• Reconcile customer sales lists with Welcome Desk records to ensure reporting accuracy.
• Prepare daily tour logs, deposit sheets, and complete required deposits in accordance with company procedures.
• Ensure every guest interaction reflects Vacatia's commitment to exceptional hospitality and service.
• Resolve guest concerns and complaints promptly and professionally.
• Assist owners and guests before their scheduled tours by answering questions regarding the resort, amenities, and local attractions.
• Provide recommendations for restaurants, shopping, entertainment, transportation, and medical services when needed.
• Direct guests to appropriate locations for attraction ticket purchases and other vacation-related services.
• Communicate daily operational results and performance updates to the Marketing Director.
• Analyze marketing performance, tour flow, and operational metrics to identify opportunities for improvement.
• Maintain accurate reporting related to tours, incentives, deposits, and daily operational activities.
• Collaborate with Sales, Resort Operations, and other departments to ensure seamless guest experiences.
• Maintain productive relationships with vendors and external business partners.
• Ensure all marketing communications and guest interactions align with Vacatia's brand standards and operational policies.
• Stay informed of industry trends, competitor activities, and best practices within the vacation ownership industry to identify opportunities for continuous improvement.

Qualifications

• A high school diploma or equivalent required; bachelor's degree in Business, Marketing, Hospitality, or a related field preferred.
• Minimum of three (3) years of experience in In House Marketing within the vacation ownership or timeshare industry.
• Minimum of two (2) years of leadership or management experience supervising high-performing marketing or sales teams.
• Experience in tour reception, recruiting, coaching, training, and developing employees.
• Demonstrated success generating qualified tour flow and managing marketing pipelines.
• Strong knowledge of Microsoft Office applications, including Word and Excel.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining exceptional guest service.
• Strong analytical skills with the ability to interpret operational metrics and implement process improvements.
• Ability to work collaboratively across departments in a fast-paced hospitality environment.