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CRM Strategy Manager

CRM Strategy Manager

Travel + Leisure Co.Orlando, FL, US
1 day ago
Job type
  • Full-time
Job description

Job Description

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The CRM Team at Travel + Leisure Co. Vacation Clubs is pivotal in driving strategic and tactical initiatives that improve business processes, enhance customer insights, and ensure data integrity. Positioned within the business, the team aligns cross-functional efforts, stays updated with Salesforce advancements, acting as a business lead for aligning CRM solutions for platform optimization in alignment with organizational goals. They help ensure clean, reliable data can be leveraged to guide informed decision making across the business. Acting as trusted advisors, they actively participate in problem-solving, helping the company navigate challenges and achieve its objectives.

The CRM Strategy Manager plays a critical role in connecting business priorities with effective CRM solutions. This role is responsible for understanding organizational goals, translating them into clear system requirements, and guiding configuration work that enables teams to operate more efficiently. By partnering with cross-functional groups such as Sales, Marketing, and Owner Services, the manager drives initiatives that range from improving customer communications to strengthening data governance. Success in this role requires not only technical knowledge of Salesforce and CRM best practices, but also the ability to communicate solutions in plain language, ensuring stakeholders across the business can fully leverage technology to achieve meaningful results.

How You'll Shine :

Strategic Initiatives and Planning

  • Lead a focused set of CRM initiatives that aligns with both short-term improvements and long-term organizational goals
  • Prioritize configuration and solution work based on potential impact, customer value, and alignment with company objectives

Cross-Functional Alignment

  • Coordinate across multiple work streams to ensure departmental goals are connected through CRM initiatives, reducing silos and improving cohesion
  • Partner with CRM Director to engage cross functional teams (Sales, Marketing and Owner Services) to ensure alignment on CRM projects and objective

    • Customer Insights and Strategy Integration

  • Translate customer and business insights into actionable CRM solutions that improve efficiency and enhance the customer experience
  • Collaborate with the Customer Insights Team to amplify awareness of owner sentiments and strengthen brand relationships

    • Stakeholder Communication and Management

  • Gather and apply stakeholder feedback to ensure CRM initiatives address real business needs
  • Clearly communicate technical solutions and project updates to non-technical stakeholders, ensuring shared understanding of progress, milestones, and priorities

    • Performance Monitoring and Impact Assessment

  • Monitor KPIs to assess CRM initiatives' effectiveness and their impact on business outcomes.
  • Use performance results to recommend refinements that improve adoption, impact and ROI

    • Enhancement and Innovation Leadership

  • Stay informed about industry trends, emerging technologies, and best practices in CRM to drive innovation and stay competitive.
  • Champion the introduction of new tools or approaches that strengthen data governance, streamline processes, and deliver measurable business benefits

    • Travel Requirements :

  • Varies based on business needs, should never exceed 5% of time annually

    • What You'll Bring :

  • Bachelor’s degree in business, marketing, data analytics / science, or project management
  • Salesforce Admin Certification required
  • Salesforce Advanced Administrator preferred
  • Adaptable to evolving business requirements and technology landscape
  • Proficient with data analysis and creating meaningful reports and dashboards
  • Excellent communication skills with the ability to explain technical solutions to non-technical audiences
  • Salesforce Platform proficiency & CRM configuration (workflows, validation rules, etc.)
  • Ability to query and analyze data using SQL or SOQL
  • Familiarity with release management and UAT planning
  • Experience in using project collaboration tools (JIRA, Confluence)
  • Integration awareness – knowledge of APIs and middleware
  • 6 years of experience acting as a CRM Manager, developing and redesigning CRM strategies, and Salesforce Configuration

    • Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

    How You'll Be Rewarded :

    We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include :

    Note : Temporary and / or seasonal associates are ineligible for Paid Time Off.

  • Medical
  • Dental
  • Vision
  • Flexible spending accounts
  • Life and accident coverage
  • Disability
  • Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
  • Wish day paid time to volunteer at an approved organization of your choice
  • 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
  • Legal and identify theft plan
  • Voluntary income protection benefits
  • Wellness program (subject to provider availability)
  • Employee Assistance Program

    • Where Memories Start with You

    Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

    We are an equal opportunity employer, and all applications 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@travelandleisure.com, including the title and location of the position for which you are applying.

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