Manager, Owner Education

2 weeks ago

Golden Oak, United States Marriott Vacations Worldwide Full time

Job Summary

The Manager, Owner Education, will be a key contributor within the Brand Strategy & Customer Communications team who educates new Owners and existing Owners, creates Owner engagement plans to reinforce value proposition and develops educational content across all vacation ownership brands as required by the business.

As a part of the Brand Strategy & Customer Communications team, the Manager, Owner Education, will be responsible for helping enable positive and proactive engagement with our Owners. This role will unify the holistic views of our owners in order to understand the total owner experience and can continuously craft the owner experience and their view of Marriott Vacations Worldwide ensuring integration with brand and enterprise content and initiatives. The Manager will also help execute on the strategy for owner communications inclusive of all current and future channels/platforms, owner events and other key owner facing programs. He/she will execute all Owner education initiatives and the development of a new Owner Community

Expected Contributions

  • Collaborate with internal partners on regional and brand announcements to craft and drive owner engagement; act as part of project teams as needed
  • Ensure "one voice" of communications across brands, maintaining a tone and personality that compliments the MVW family of brands
  • Play a key role in planning and evolving programs and initiatives, including mapping and tailoring the strategy for Owner Education
  • Develop and own internal relationships to ensure owner engagement is top of mind across the enterprise
  • Responsible for being a product expert across all Vacation Ownership brands to best support both Owners and Owner Services strategies. 
  • Manage communications with the Creative Teams, and with other business areas including Sales, Marketing, Digital, Inventory Management, Explorer Club, Financial, Resort Operations, HOAs, and more to create engaging and educational content that meet and exceed business requirements. 
  • Use Project Management tools such as Workfront to manage details of numerous projects, including schedule, creative input, legal and other reviews, research, copyediting and production support.
  • Communicate within brand guidelines, and present overall strategic ideas to help guide and shape the company’s overall strategic content initiatives to educate and inform Owners and help support them with successfully using the products we sell and manage
  • Owner Communication Campaigns: Meet with business leaders to fully understand Owner communication needs, goals, audience, and provide expertise and advice around the communication channels.
  • Owner Community: Establish an Owner’s Community that help drive engagement, increase product awareness, establishes a help center, and provides a forum for commonly asked questions.
  • Owner Services Reminders, Acknowledgements, and Confirmations:  Work with the Owner Services’ communications teams to understand, review, and audit automated communications as necessary to ensure accuracy, brand-positioning, customer feedback, and implement best business practices.
  • Publications: Actively participate in the support of Owner publications educational content and plan assets accordingly (stories, visual assets, new writers, local experts, etc.). Work with business leaders and Global Owner Services across brands to plan educational content. Develop story and content ideas, mindful of the audience and company strategic goals. Work with business leaders to create content that keeps the publications’ audiences growing, engaged, and actively anticipating future content.
  • Owner Education: Develop instructional webinars, how-to-use-guides, and informational tutorial scripts and presentations to help support Owners’ usage of the product as well as identifying new platforms/technology to increase understanding of product.   Work to help Owners understand their options, maximize their usage, self-serve, decrease the number of Owners who miss deadlines, reduce unassigned Ownership, reduce phone calls, and decrease talk times.  Record webinars or conduct live presentations when necessary.  Help to respond to, review, and write “Ask the Expert” content in Owner publications.
  • Data, Deployment, and Measuring Success:  Work with teams to acquire data necessary for the communication deployment. Work with teams to build HTMLs for digital communications and deploy them in the appropriate communications systems.  Work with teams to measure Owner engagement, such as open rates, and click throughs and learn how we can improve engagement.
  • Reviews and Translations: Work with legal and other reviewers to review content, respond to questions, implement necessary changes, and manage communications to meet deadlines. Work with Translations processes and in-country language experts as necessary.

Candidate Profile

  • Minimum of five years’ experience within Vacation Ownership, education and/or hospitality industry.
  • Creative thinker and possesses the ability to lead and influence others
  • Strong project management capabilities, including the ability to independently lead several priority items or partners simultaneously
  • Excellent written communication, presentation, and public speaking skills
  • Ability to work with creative people and clients
  • Ability to ask the right questions and get answers
  • Able to multitask
  • Extraordinary project management capabilities
  • College degree in Education, Hospitality, Marketing, Public Relations or Mass Communications.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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