Company Description A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.Job DescriptionPosition Overview:Sr. Manager – Commercial and Innovation, is responsible for supporting the commercial decisions and projects within the Club and AVC as a whole and the continued innovation through technology, social media platforms digital marketing to drive better customer experience and higher efficiencies. Core duties include management and leadership of processes for the continuous improvement of commercial projects as well as the customer experience. Tactical emphasis is on areas such as partner program relations management, interdepartmental communication and alignment, strategic technical and program development, customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include overall Developer and Club financial performance, on time delivery of innovation projects, ongoing development of innovation for higher efficiencies and overall customer experience on all touch points form resort stays to website bookings and the use of the new AVC App, high conversion rates of Owner queries to reservations or Points Redemptions, staffing utilization, and acceptable turnover. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.Additionally, the position is tasked with the development and enhancement of the technology systems and innovations for the Club to both enhance the overall Owner/guest experiences and increase efficiencies within the Club Operations while also creating accurate data tracking for strategic use and planning. There will be a heavy focus on Digital Marketing and the enhancement of this for AVC.The successful Sr. Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities and working as a bridge for all departments to insure alignment and synergy within AVC as a whole.Key Responsibilities but not limited to:Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,Responsible for development and administration of annual department budgets and KPI's to attain business goals with operational stability,Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance and key matrix measures as CSAT and NPS.Creation of systems, processes, reporting and data flows to manage all aspects of the business for all systems pertaining to the Club and AVC as a whole.Ongoing development and evolution of initiatives in customer experience, partnerships, technology and innovations,Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,Coordinate analytic, strategic and technical resources to meet owner and business expectations and insure satisfaction,Continued development and innovation of technology to give our Owner base the highest service experience while increasing efficiencies for the Club,Development of data reports that allow for proper tracking and development of programs to cater for the owner needs and customization of promotions,Building of new partnerships with external parties to further expand the Owner usage options beyond stays,Taking a lead role in the inventory needs of the Club and the development of partnership programs that can deliver long term inventory lease options and or Club inventory,Insure compliance with regulatory agency guidelines and standards are met for the region and the company as a whole.Ensure the strategic direction and key goals for AVC are also in line and support MINOR as well as be a leading example for strong partnerships with MHG department heads including GM and revenue managers as well as MINOR Lifestyle and MINOR Food.QualificationsKnowledge, Skills, & Experience Requirements:Minimum 3 years of BPO/ Call Center/ Contact Center/ General Management experienceStrong understanding of technology options to help digitalize the Owner Experience and allow for more independence and control for Owners to plan their vacations beyond simply accommodation – including such items as ancillary options and partner programs to be available of platforms such as the AVC APP and mini-WeChat APPKey Skills:Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,Exceptional ability to develop and manage results-oriented recruiting and training programs,Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)#LI-AC1
