<p>WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*</p> <p>At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.</p> <p>Here's why you will love it here:</p> <ul> <li>Recognition Programs and Rewards </li><li>Excellent health care options, including medical, dental, and vision </li><li>A people-first culture </li><li>Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. </li><li>Perks at work: Employee Pricing platform </li><li>Employee Assistance Program that supports your physical and mental well-being. </li><li>Paid Vacation Time and Paid Sick Days </li><li>401(k) program with company match </li><li>Tuition reimbursement programs </li><li>Numerous learning and advancement opportunities </li><li>And more! </li></ul> <p>What Will I be Doing?</p> <p>The Director of Customer Relationship Management (CRM) will lead the development and execution of CRM strategies to enhance customer engagement, retention, and loyalty for our timeshare properties. This role requires a strategic leader with expertise in CRM systems, data analytics, and customer experience management. The ideal candidate will have a proven track record of driving customer-centric initiatives and optimizing CRM operations to achieve business goals.</p> <p>You are responsible for driving company success through performing the following tasks to the highest standards:</p> <p>CRM Strategy Development:</p> <ul> <li>Develop and implement comprehensive CRM strategies to improve customer acquisition, retention, and lifetime value. </li><li>Analyze customer data and behavior to inform targeted marketing and engagement initiatives. </li><li>Collaborate with marketing, sales, and operations teams to align CRM strategies with overall business objectives. </li></ul> <p>Customer Engagement and Retention:</p> <ul> <li>Design and execute customer engagement programs to enhance customer satisfaction and loyalty. </li><li>Develop personalized communication plans based on customer segmentation and preferences. </li><li>Monitor customer feedback and implement improvements to enhance the customer experience. </li></ul> <p>Data Analysis and Reporting:</p> <ul> <li>Utilize data analytics to track and analyze key performance indicators (KPIs) related to customer engagement and CRM effectiveness. </li><li>Prepare and present regular reports on CRM performance, customer insights, and campaign outcomes to senior leadership. </li><li>Use data-driven insights to make informed decisions and recommendations for continuous improvement. </li></ul> <p>CRM System Management:</p> <ul> <li>Oversee the management and optimization of the CRM system to ensure data accuracy and integrity. </li><li>Implement CRM best practices and ensure the system supports business needs and objectives. </li><li>Work with IT and external vendors to maintain and enhance CRM system functionality. </li></ul> <p>Team Leadership:</p> <ul> <li>Manage and mentor a team of CRM professionals. </li><li>Foster a collaborative and innovative team culture focused on achieving customer engagement and retention goals. </li><li>Provide ongoing training and development opportunities to enhance team skills and performance. </li></ul> <p>Stakeholder Collaboration:</p> <ul> <li>Work closely with cross-functional teams, including marketing, sales, operations, and IT, to ensure alignment and execution of CRM strategies. </li><li>Build and maintain strong relationships with external partners, vendors, and agencies to support CRM initiatives. </li></ul> <p>What Are We Looking For:</p> <p>Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company's success are our Team Members.</p> <p>To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:</p> <ul> <li>Bachelor's Degree </li><li>Minimum of 7-10 years of experience in CRM management, customer experience, or a related field, preferably within the hospitality or timeshare industry. </li><li>Proven track record of driving customer engagement and optimizing CRM operations. </li><li>Strong analytical skills and experience with data analysis and reporting tools. </li><li>Excellent leadership and team management abilities. </li><li>Exceptional communication and interpersonal skills. </li><li>Proficiency in CRM platforms, marketing automation tools, and data analytics software. </li></ul> <p>HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we've received is the continued loyalty of our Owners, Members and Guests. We've also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.</p> <ul> <li>Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement. </li></ul> <p>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p> <p>We will ensure that individuals with disabilities are provided accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.</p>