Job Description

Purpose

The Director Activations leads the strategic and operational execution of all vacation package activations at Capital Vacations’ Marketing Contact Centers (MCC) - from the moment after vacation package purchase through guest arrival at the resort and preview center.

The ideal candidate blends strong people leadership and operational discipline with a deep understanding of marketing contact centers in the timeshare industry.

This role will lead a team of activation agents across Springfield and Orlando MCCs focused on helping every vacation package buyer book travel, arrive at destination and be excited for their vacation experience and presentation. This involves contacting customers, verifying their eligibility, arranging travel dates, and assisting with any questions or issues - while optimizing rates of travel and times of travel, minimizing cancellations/no-shows, and driving ancillary revenue opportunities.

This role is responsible for hiring, training & oversight of activation agents, performance reporting, commission overview, administrative functions, quality assurance, forecasting, team building, realizing all daily, weekly, monthly and annual Activation goals and driving a strong customer driven culture.

Role drives oversight strategies with Marketing operating leaders for maximizing operational efficiencies, maximum production, customer service strategies, reporting, compliance, and campaign alignment.

Core competencies include:

• lead people - workforce management, culture, coaching, communication, team motivation,
• run the business - operational excellence, metrics, process improvements, stress management, and
• serve the customer -guest journey, service recovery, conflict resolution.

Travel Required. If living in Orlando, at least two trips per month to Springfield. Likely three in the first 90-120 days. Other travel may be required as well.

Principal Duties and Responsibilities

• Activation Strategy & Leadership
  • Design and own the end-to-end activation strategy and process for vacation package buyers, ensuring seamless transitions from package sales to preview centers.
  • Own KPIs and performance benchmarks for activation success, including bookings rate, arrival rates, guest satisfaction, revenue per arrival, and cancellation/no-show reduction.
  • Collaborate with sales, marketing, and resort operations to align activation touchpoints with brand promise and revenue goals.
• Process Management & Optimization
  • Oversee MCC operational processes to contact package owners, schedule travel and book accommodations, verify eligibility for presentations, collect payments, address questions and resolve issues.
  • Implement and continuously improve workflows, call campaigns, call scripts, and communications to maximize bookings & show rates and minimize operational friction.
  • Ensure activations team is aligned and executing in accordance with policies, procedures, DNC script compliance and KPI’s.
  • Partner with IT and digital teams to enhance CRM, booking, and guest communication systems.
• Team Leadership & Performance Management
  • Lead a team of activation agents, supervisors and managers, providing training, coaching, and performance oversight.
  • Foster a culture of accountability, guest-centricity, and results-driven performance.
  • Workforce Management: Oversee workforce planning and scheduling to optimize staffing levels, enhance agent productivity (e.g., call handle time, agent adherence etc.), and ensure service level agreements are met. Prepare work schedules to ensure maximum coverage and to maintain adherence and ASA metrics.
  • Cross Functional Collaboration: Work closely with leaders beyond MCC, in Sales, Site Marketing, Finance, IT, HR, Comms etc.
• Revenue & Financial Impact
  • Develop and manage bookings budget and goals (annual / weekly / daily), ensuring effective allocation of resources, delivering tour flow to each site and cost ensuring control.
  • Identify and execute upsell, cross-sell, and value-add opportunities during the activation process (e.g., upgrades, travel insurance).
  • Track and report the financial impact of activation performance and pipeline health, identifying areas to protect and grow revenue.
  • Manage activations departmental budget, forecasting, and cost control measures.
• Guest Experience & Brand Alignment
  • Ensure all pre-arrival communications are clear, compliant, brand-consistent, and emotionally engaging.
  • Use guest feedback to refine the activation guest journey and improve overall vacation satisfaction.
  • Collaborate with resort staff and preview center to ensure a smooth handoff upon arrival.
  • Establish and maintain call quality standards and practices, conducting regular assessments and implementing continuous improvement initiatives.
• Personal competencies:
  • Uniform communication to the team
  • Excellent interpersonal, problem solving and leadership skills
  • Reporting and analytical skills required
  • Strong grasp on company products and services
  • Ability to multitask and stay organized and execute all objectives
  • Proficient with computer, dialer, and enterprise technology
  • Prepare work schedules to ensure maximum coverage and to maintain 78% adherence and ASA metrics and all other related metrics to achieve operational excellence
  • Maintain flexible schedule; travel is required for this position
  • Teambuilding, mentoring and script writing

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School Diploma/GED
• 5 years’ experience customer service management leadership in hospitality and/or timeshare management business

Skills, Knowledge, and Abilities:

• Proven experience as a manager or Customer Relations Professional
• Experience tracking KPI’s – Customer Satisfaction
• Proficient in MS Office
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving attitude
• Ability to work well with a team and execute organizational objectives

Shift: Additional hours may be required to cover shifts, meet deadlines and goals as necessary

• Needs to be flexible

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