JOB SUMMARY
Manages and executes sales strategy to meet and exceed sales budgets/targets. Manages, coaches and actively trains the sales executives, TOs, encore reps, and other relevant sales position in the respective gallery. This position also has a subsequent role as a full time TO to close sales for their respective team on a daily basis. Coordinates with marketing management in order to ensure alignment of marketing and sales strategies. Responds to the needs of the sales force by providing necessary resources, offering incentives, and resolving conflicts. Participates in the performance management, coaching, recruiting, and selection of the sales workforce, and develops associates to maximize productivity. Oversees the customer sales experience and proactively responds to customer concerns. Build and maintain a strong relationship with the landlord of the location the gallery is located.
JOB SPECIFIC TASKS
Managing the Sales Experience
- Manage the sales floor to ensure customer tour flow is efficient and conducive to sales presentation discussions and purchase deliberations.
- Responsible for planning/staffing of sales force readiness by ensuring appropriate number of Sales Executives needed for marketing/tours.
- Provide information to, and answer questions from, customers regarding specific topics related to vacation ownership, seasonal travel and financing options.
- Close sales as a TO, be the second face for the customer.
- Manage performance for all positions using appropriate reporting and 1 on 1 meetings regularly
- Review and approve documentation for a sale.
- Monitor the pipeline of deals awaiting final confirmation/signature that are in the allowable time period for rescission.
- Handle any overflow from tour waves.
- Greet customers and make initial introductions to front desk and/or Sales Executives.
- Support the presentation and ratification of contracts to new owners.
General Business Management
- Supervise the daily operational aspects of the Sales Gallery.
- Conduct and/or contribute to material for Daily Huddles/Line Ups.
- Conduct and/or participate in regular sales management meetings to review both the week and period performance and make action plans to ensure peak performance.
- Mediate, counsel, and resolve in a timely manner any issues with or between subordinates and with colleagues.
- Encourage and support the establishment of a positive work environment that recognizes both individual and team accomplishments and provides a safe haven for open and honest communication.
- Monitor weekly and period-to-date reports (e.g., VPG, Net Sales, Customer Satisfaction, SE/ME hot lead reports, channel reports, and P&Ls), and provide effective motivational messages to sales team based on performance.
- Monitor the availability of product inventory and make sure Sales Managers 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).
- Manage the Guest Experience and the integrity of the brand name by making sure that all associates represent the company in an ethical, moral and professional manner at all times.
- Determine when issue escalation is required.
- Develop, maintain and enhance the 'Culture of Excellence' in all facets of the Sales Gallery/Center operation.
- Interview new candidates for Sales Executive and Sales Manager positions.
- Coordinate and prepare with Director of Marketing quarterly business objectives.
Providing Service to Others
- Respond to customer questions, complaints, and/or concerns.
- Develop plans to proactively deal with and mitigate common customer problems/complaints.
- Communicate with customers when escalated issues arise.
- Coordinate with Quality Assurance and Contracts to relay important information or issues down to the sales line.
Managing & Coaching the Sales Workforce
- Provide real-time coaching and consultation regarding approach to closing sales (e.g., provision of a specific business case, offering an Encore opportunity).
- Conduct one-on-one coaching meetings with individual Sales Managers to develop proficiency in management approach, execution of policies, coordination of sales teams, and delivering feedback/coaching to Sales Executives.
- Conduct Performance Reviews with Sales Managers to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
- Build team camaraderie and Sales Manager confidence to achieve sales goals.
- Develop, conduct and supervise regular group training for Sales Managers to refresh on specific aspects of the sales management process as well as to develop Sales Managers in other personal/professional areas.
- Diagnose issues with under-performing Sales Managers.
- Plan, rollout, and monitor incentive programs (e.g., SPIFs) to motivate/drive Sales Executive performance.
- Provide a clear understanding of what is expected of the Sales Managers.
- Deliver training to sales workforce.
- Facilitate regular training and feedback sessions with new hires.
- Address issues related to employee concerns (e.g., work-place conflict, performance issues).
- Maintain a presence on the sales floor(s) during selling sessions to serve as a resource for Sales Managers and Executives on an as needed basis.
- Present, or be present at, in-house seminars.
- Support the hiring process by participating in recruiting activities.
- Interpret and coach Sales Managers based on results of feedback received through formal (e.g., surveys) and informal (e.g., customer conversations) channels.
- Ensure appropriate expectations, focus and review of Key Result Areas (KRA’s) for sales management team.
Other
- Understands and abides local regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc.).
- Perform other duties as assigned.
- Develop scripts for use by Sales/Membership Executives during phone nights or during the course of typical sales presentations. Constantly work with Sales Executives on their presentation.
CANDIDATE PROFILE
Preferred Education and Experience
- Bachelor’s degree or 4 years of equivalent work experience; minimum 2 years’ experience in a similar position.
Required Qualifications
- Proficiency in reading and writing Japanese and English (business level)
Willing To:
- Excellent written and oral communicative, verbal and non-verbal listening skills.
- Prior sales or marketing experience
- Strong computer skills
- Positive interpersonal skills.
- Must be able to work in a deadline and project-oriented environment and be able to communicate and interact will all levels of site management.
- Strong organizational skills.
- Proficiency in English and/or Chinese
- Work at night (occasionally) and morning
- Must be willing to work weekends and holidays (e.g. Lunar New Year, Golden Week, Obon, Silver Week, National Day, Christmas, New Year's holidays, etc. 旧正月、ゴールデンウィーク、お盆、シルバーウィーク、国慶節、クリスマス、年末年始など）as required by business needs
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
