PRINCIPAL RESPONSIBILITIES:  (Include but not limited to)

• Oversee day to day production of Member Services Team Operations.
• Clearly communicate company and departmental goals and objectives to engage the Members Services team in the development of service standards and processes.
• In conjunction with other key stakeholders, participate in identifying and developing programs, products, and additional services to enhance our Owners use of their membership.
• Development and implementation of approved sales processes policies and procedures directly or indirectly influencing the business retention including clearance of deals in suspense.
• Work across departments to ensure members are ultising product during the critical first 12 months of membership, driven by 1st booking initiative.
• Achieveing and exceeding the above targets or as set by the business from time to time.
• Measure, report and provide solutions for adverse trends.
• Identify opportunities to support new owner and owner upgrade business

KEY POSITION CRITERIA:

• Experience in customer services/inbound call is a must.
• Proven leadership, including motivation, coaching and performance management skills.
• Sound business acumen and analytical ability positive and enthusiastic attitude and ability to inspire same in others.
• Excellent verbal and written communication and reasoning skills.
• Excellent problem solving and conflict resolution skills.
• Ability to work effectively across departments and regions.
• Building strategic relationships.
• Demonstrated achievements in developing strategies and programs in a similar environment.
• Ability to multi task and work effectively to produce results within strict timeframes.