As Director of Direct Marketing Asia, responsible for team management to meet and exceed budgets while improving the customer experience. The focus of the role is to optimize direct marketing performance and operational efficiency to achieve HGV’s key objectives. This position will also be expected to make a significant contribution to create and optimize sales and marketing strategies, including the development of campaigns, products, and financial initiatives. This position is based in Japan and reports to the VP Marketing Asia, collaborating closely with teams in Korea, Hawaii and Orlando.
Essential Job Functions:
- Manage the annual budget, P&L, ROI and KPIs.
- Develop and implement strategies to achieve future goals, plans and objectives.
- Ensure compliance with all marketing programs.
- Oversee and manage multiple teams including Inbound, Outbound, Customer Care, Quality assurance, Project, Outsourcing．
- Maximize efficiency through campaign management.
- Manage department staffing and succession planning through recruitment, training, and development of all team members.
- Maintain a motivating work environment through positive interaction with all team members.
- Effectively manage metrics and review the PDCA cycle.
- Respond to guest complaints and non-standard requests.
- Identify process improvements to increase efficiency.
- Provide coaching. guidance, and development to direct reports to ensure optimal performance.
- Establish competitive compensation plans to maximize team member performance.
- Develop sales and marketing strategies in a manner that ensures the ethical standards expected of the Hilton Grand Vacations brand.
- Develop, review, and approve all scripts, response procedures and rebuttals for new and existing programs.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
Knowledge, Skills and Abilities:
- Minimum of 5 years telemarketing sales management experience.
- Versatile, able to manage a wide range of direct marketing, inside sales, customer care, operations, etc.
- Customer service experience dealing with a variety of customer and employee issues.
- Previous campaign management experience with a demonstrable track record. Solid background in efficiently managing multiple leads.
- Excellent verbal and written communication skills in both Japanese and English with emphasis on the ability to write several types of pitches, response to rebuttals, and sales presentations.
- Strong leadership and team building skills.
- Excellent customer communication skills with both internal and external parties.
- Ability to work in a team environment and interact with all levels of team members within the organization.
- Ability to maintain a professional sales staff with a focus on professionalism, human qualities, and ethical growth.
- Experience in improving productivity through continuous business improvement activities.
- Results-oriented approach and stress tolerance.
- Excellent system skills and knowledge of MS Office Suite.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
- Work experience for both Outsourcer and business firm.
- Work experience in Sales & Marketing.
- Knowledge and experience of timeshare business
Travel Requirements: 25% travel
