Sales Experience Manager II
JOB SUMMARY
Supervises the daily operational aspects of the Sales Gallery Floor/Sales Center. Determines when issue escalation is required. Monitors the availability of product inventory and make sure Sales Executives 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). Develops, maintains and enhances the -Culture of Excellence- in all facets of the Sales Gallery/Center operation. Interviews new candidates for Sales Executive positions.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; minimum 2 years experience in a similar position within Time Share Sales
Required Qualifications
Proficiency in English (additional language required for certain positions)
Incumbent is required to maintain an active and in-good standing professional Real Estate License where mandated by law
Successful Candidates Will Be Willing To:
Begin work early in the morning (e.g., 7:15am)
Work at night (occasionally)
Must be willing to work weekends and holidays as required by business needs
Be reachable during off-hours
JOB SPECIFIC TASKS
Providing Services to Others
Responds to customer questions, complaints, and/or concerns.
Communicates with customers when escalated issues arise.
Responds to cancellations with call back to customer.
Coordinates with Quality Assurance and Contracts to relay important information or issues down to the sales line.
Develops plans to proactively deal with and mitigate common customer problems/complaints.
Managing and Coaching the Sales Force
Provides real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
Maintains a presence on the sales floor during selling sessions to serve as a resource for Sales Executive on an as needed basis.
Builds team camaraderie and Sales Executive confidence to achieve sales goals.
Conducts Performance Reviews with Sales Executives to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
Manages the on-boarding of new Sales Executives and ensuring proficiency in the sales process before a Sales Executive is put on the rotation.
Conducts one on one coaching meetings with individual Sales Executives to develop proficiency in sales approach, execution of process (i.e., discovery, intent, close), ability to close, cope with and respond to rejection, etc.
Delivers training to sales workforce.
Addresses issues related to employee concerns (e.g., work-place conflict, performance issues).
Prepares Sales Executives with multiple strategies for overcoming a broad range of sales objections.
Develops, conducts and supervises regular group training for Sales Executives to refresh on specific aspects of the sales presentation process as well as to develop Sales Executives in other personal/professional areas.
Facilitates regular training and feedback sessions with new hires.
Supervises and monitors sales presentations to ensure effective conformity with standards in terms of content and collateral.
Accompanies Sales Executives on ride-alongs as a means of identifying areas to provide feedback on performance.
Diagnoses issues with under-performing Sales Executives.
Supports the hiring process by participating in recruiting activities.
Interprets and coaches Sales Executives based on results of feedback received through formal (e.g., surveys) and informal (e.g., customer conversations) channels.
Monitors and provides coaching on Sales Executive customer communication skills (e.g., phone behavior and emailing).
Understands and abides by state and federal regulations
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.