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Manager, CRM Product Ownership and Process Improvement

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Manager, CRM Product Ownership and Process Improvement

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

If you are someone with a passion for process and CRM solutions, and want to be part of a growing company who is focused on putting customers on vacation, the Manager, CRM Product Ownership and Process Improvement is the role for you! In this role, you will define, develop, launch, and enhance technology solutions and services that drive our business forward based on understanding and mapping the customer experience. You’ll work closely with cross functional teams to define product requirements and coordinate resources from key stakeholders. You will also be responsible for identifying and tracking KPIs as we continue our CRM transformation to truly know our customer through every interaction with us.

 

The role is accountable for the following:

 

  • Develop an end-to-end view of the customer and associate experience/process to identify opportunities to improve efficiency and effectiveness

  • Manage and deliver against CRM product roadmap (1-5 years outlook)

  • Work with multiple functions to build and evaluate business cases to support product investment decisions

  • Be able to tell stories effectively through presentations at all levels of the organization from hourly end-users to senior executives

  • Understand and gather insight from end users, in combination with using customer feedback and competitive analysis, to inform product decisions

  • Ensure a high-level of system adoption by end users

  • Capture comprehensive business scope documents that can be translated into system requirements

  • Oversee product launches, development, testing, and P&Ls; ensuring that the product works as designed and that user adoption is as intended

  • Define, track and improve key performance metrics, inclusive of understanding and building key Salesforce reports/dashboards needed by the business 

 

 

MINIMUM REQUIREMENTS

  • Minimum five (5) years of experience in business consulting, process/business improvement, or industrial engineering, preferably with technology-related projects

  • BA/BS in Industrial Engineering, Finance/Business, or related field

  • Demonstrated ability to develop and deliver persuasive presentations to senior executives and non-technical audiences

  • Ability to successfully lead across diverse and cross functional groups, including strong relationship management skills and ability to coach regardless of reporting relationship

  • Proven project management, financial analysis, and analytical skills

  • Excellent interpersonal and negotiation skills

  • Ability to analyze issues, develop and deploy solutions within a dynamic environment while simultaneously handling multiple assignments and meeting deliverable deadlines

  • Ability to create process flows and identify process gaps 

  • Ability to develop business scope documents that clearly and visually represent what is needed by the end users

  • Advanced knowledge of MS Office Applications (Powerpoint, Excel, Word) and reporting/statistical tools

 

PREFERRED SKILLS AND EXPERIENCE

  • MBA or related master’s degree

  • CRM system knowledge (e.g., Salesforce, Microsoft Dynamics CRM)

  • Technology consulting experience specific to product/business/strategy

  • Leadership of large projects

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-19690

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