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Vice President of Customer Experience   Myrtle Beach, SC

What You'll Do

Responsible for leading the strategic direction and management of all contact center operations, including the dialer, CRM, and Workforce Management systems to drive sales excellence. Working with internal and external stakeholders, this position will be responsible for setting goals and identifying solutions to achieve productivity and reach performance objectives. Responsible for ensuring that the requirements set forth by Capital Vacations are achieved on-time and meet or exceed expectations.

Responsibilities

Responsibilities:

  • Develop own and company’s vision and implement a strategy to exceed sales and customer experience targets
  • Drive overall performance of Sales and Service organizations: revenue generation, service levels, and customer satisfaction
  • Develop and manage department budgets
  • Partner closely with all departments to drive innovation in sales channels and to create a seamless and extraordinary customer experience
  • Develop plans and then execute on Capital’s new initiatives, including internal exchange, engage Legacy owners, etc.
  • Accurately forecast and exceed monthly quarterly and annual revenue numbers
  • Define customer service metrics, drive standard methodologies, optimize the process for productivity improvements, and partner with Marketing to build high performing campaigns
  • Rapidly scale and manage call center operations including functions of Sales, Service, and Scheduling
  • Build a culture of high performance with leadership that inspires exceptional performance
  • Build highly effective sales channel supporting both inbound, outbound and key specialized category teams
  • Provide a voice for customer feedback to the business
  • Meet defined sales metrics and goals as set by the company.
  • Critical thinking skills - Ability to analyze customer data and translate into problem-solving solutions
  • Excellent verbal and written communication skills
Benefits, Compensation, Training

Capital Vacations is an equal opportunity employer with;

  • Competitive base salary.
  • Complimentary Life Insurance and Long-Term Disability.
  • Medical, Dental, Vision, Voluntary Life, Disability, and Aflac Insurance.
  • 401(k) Retirement Plan.
  • Paid Time Off & Paid Holidays.
  • Discounted condo stays.
Qualifications

Background & Experience:

  • 5 years’ experience in a progressively senior leadership role within a hospitality or timeshare contact center environment
  • 5 years’ experience leading inbound, outbound, chat, and text interactions within a contact center environment
  • Ability to develop a strategy and execute their initiatives
  • Bachelor's degree or equivalent work experience in a related field.
  • Extensive knowledge and experience in managing workforce planning, recruiting, and training in an ever-changing environment.
  • Successful experience leading sales management staff and their teams to high performance.
  • Proven experience leveraging technology to optimize customer sales and operations.
  • Experience with using and implementing enabling technology to drive process improvement.
  • Experience with Salesforce
  • Experienced and adept with Microsoft Office tools