Head Of Marketing Operations

Job Location:

Minor Vacations is the vacation ownership arm of Minor Hotels, created to lead the evolution of timeshare, vacation clubs, and related holiday products. Established to go beyond traditional models, Minor Vacations brings together innovative programmes and ownership solutions — from short-term vacation offerings to fractional ownership projects — designed around how people want to enjoy their leisure time today and in the future.

Guided by an unwavering commitment to excellence, Minor Vacations is focused on doing things brilliantly, not just at scale. Powered by people and inspired by meaningful experiences, the brand delivers flexible, thoughtfully designed vacation solutions that balance refined growth with long-term value for owners, partners, and communities.

With a forward-looking approach grounded in trusted hospitality expertise, Minor Vacations continues to expand horizons, transform the vacation ownership experience, and deliver what truly matters.

Lead and oversee Minor Vacation Club’s international call center operations, and Business Development Teams, ensuring all call centers operate under a consistent marketing strategy, operating model and performance standard. The role is accountable for maximizing call center productivity, lead conversion, package and tour generation, owner engagement and overall revenue contribution. The role will also own lead management, customer data utilization, database segmentation and lead allocation across markets, ensuring that the right leads are distributed to the right teams at the right time. Working closely with Sales, Marketing, IT and regional leaders, the role will use data, technology, coaching and disciplined performance management to improve reachability, conversion, efficiency and return on every lead. In addition, the role will oversee the Business Development function, supporting strategic partnerships, corporate alliances and new business opportunities that strengthen lead generation and contribute to the Club’s commercial growth.

Key Accountabilities:

International Call Center Leadership

• Provide strategic and operational leadership to all international call centers and ensure alignment with Minor Vacation Club’s commercial objectives.
• Establish common operating standards, SOPs, KPIs, reporting structures and service levels across all call center locations.
• Set monthly, quarterly and annual targets for contact rates, qualified leads, packages, tours, conversion, productivity and revenue contribution.
• Review performance by call center, market, campaign, language and agent; identify gaps quickly and implement corrective action plans.
• Ensure workforce planning, scheduling and resource allocation match lead volumes, campaign activity and business priorities.
• Create a strong performance culture with clear accountability, urgency, collaboration and consistent execution.

Lead Management, Data & Database Strategy

• Own the end-to-end lead management process from lead capture and validation through allocation, follow-up, conversion and final disposition.
• Ensure all leads and customer records are accurately captured, updated and tracked within approved systems and CRM platforms.
• Develop lead allocation rules based on source, market, language, customer profile, campaign, agent capability and historical conversion performance.
• Drive database segmentation and prioritization to improve reachability, relevance, conversion and return on marketing investment.
• Monitor lead ageing, response time, contact attempts, recycling and reallocation to prevent valuable opportunities from being lost.
• Partner with Marketing and Business Development to evaluate lead quality by source and provide clear feedback on campaign performance.
• Maintain strong data governance, data quality and compliance with applicable privacy, consent and company requirements.

Call Center Performance & Commercial Optimization

• Monitor core performance indicators including contact rate, reachability, conversion, package sales, tour bookings, show rate, productivity, cost per lead, cost per booking and revenue contribution.
• Use performance data to improve scripts, calling windows, lead prioritization, staffing and campaign strategy.
• Drive effective use of dialer technology, CRM tools, automation and reporting dashboards to reduce manual activity and maximize agent capacity.
• Establish structured lead follow-up cadences and ensure high-potential opportunities receive appropriate management support and second-voice closing.
• Work with Sales and regional operations to align call center output with tour capacity, qualification standards and expected VPG/conversion.
• Manage budgets and operating costs with a clear focus on productivity, profitability and measurable return on investment.

People Leadership, Coaching & Capability

• Lead, coach and develop call center managers and supervisors across international locations.
• Implement consistent onboarding, telesales training, call coaching, quality monitoring and performance review processes.
• Strengthen agents’ communication, qualification, objection handling, urgency creation and closing skills.
• Build succession plans and identify high-potential talent for future leadership roles.
• Work with People & Culture on recruitment, retention, performance management and workforce capability requirements.

Quality, Customer Experience & Compliance

• Ensure all customer interactions are professional, accurate and aligned with Minor Vacation Club brand standards.
• Implement call quality monitoring and calibration processes across all locations.
• Ensure teams follow approved scripts, qualification criteria, customer consent requirements and relevant regulatory standards.
• Review complaints, escalations and customer feedback to identify root causes and improve processes.
• Promote ethical selling practices and accurate representation of offers, packages and the Club.

Cross-Functional Leadership & Reporting

• Work closely with Sales, Marketing, Business Development, Finance, IT, Club Services and regional operations to align lead generation with commercial priorities.
• Provide senior management with clear weekly and monthly reporting, including trends, risks, opportunities and recommended actions.
• Support annual budgeting, forecasting and strategic planning for international call center operations.
• Lead continuous improvement projects related to dialer systems, CRM, automation, data integration, reporting and productivity.
• Share best practices across locations and ensure successful processes are standardized and scaled internationally.

Business Development

• Lead, manage and develop the Business Development team across relevant markets, with clear objectives, accountability and performance standards.
• Develop and execute the Business Development strategy in line with Minor Vacation Club’s commercial, marketing and lead-generation priorities.
• Identify, negotiate and grow strategic partnerships, corporate alliances and external channels that generate qualified leads, tours, owner engagement and incremental revenue opportunities.
• Build and maintain senior relationships with banks, airlines, hospitality partners, loyalty programs, corporate partners and other relevant organizations.
• Establish clear commercial objectives, KPIs and business cases for partnerships, including lead volume, tour generation, conversion potential, cost, revenue contribution and return on investment.
• Ensure Business Development opportunities are effectively activated with Marketing, Call Centers, Sales and regional teams, with clear ownership and follow-through from agreement to execution.
• Review partner and campaign performance regularly, identify gaps and opportunities, and take corrective action to maximize commercial value.
• Maintain a strong pipeline of new partnership opportunities and provide regular reporting on progress, expected contribution, risks and next actions.
• Support negotiation of commercial terms and coordinate with Finance, Legal, Operations and other stakeholders to ensure partnerships are commercially sound and operationally executable.
• Ensure Business Development activity is scalable across markets and supports the Club’s broader growth strategy.

Person Specification:

• Proven senior leadership experience managing multi-site or international call center, telesales, customer acquisition or related commercial operations.
• Strong experience in lead management, CRM/database strategy, performance analytics and conversion optimization.
• Demonstrated ability to lead managers and large teams across different markets, cultures and time zones.
• Strong commercial understanding with the ability to connect call center activity to sales performance, revenue and profitability.
• Hands-on experience with dialer technology, CRM platforms, lead distribution, call reporting and performance dashboards.
• Ability to translate data into practical actions and hold teams accountable for measurable results.
• Strong stakeholder management skills across Sales, Marketing, IT, Finance and Operations.
• Proven experience leading Business Development teams and developing strategic partnerships, corporate alliances or external acquisition channels.
• High standards of integrity, customer experience, data governance and operational discipline.

Required Skills and Attributes

• Leadership & Influence - Leads through managers, creates alignment across locations and drives consistent execution.
• Commercial Acumen - Understands how lead quality, contact strategy, conversion and productivity impact revenue and profitability.
• Data-Driven Decision Making - Uses dashboards, funnels and performance data to set priorities and actions.
• Operational Excellence - Builds disciplined processes, clear accountability and scalable operating standards.
• Communication - Communicates clearly and persuasively with senior leaders, managers, agents and cross-functional teams.
• Change Management - Introduces new technology, processes and performance expectations effectively across multiple markets.

Functional Job Family Competencies

• International Call Center / Telesales Operations
• Lead Management, CRM and Database Segmentation
• Dialer Strategy, Automation and Workforce Productivity
• Performance Management, Coaching and Quality Assurance
• Sales & Marketing Funnel Management
• Business Development, Strategic Partnerships & Commercial Alliances
• Reporting, Forecasting and Commercial Analysis

Education &/or Experience

• Bachelor’s degree in Business Administration, Sales, Marketing, Operations or a related field preferred.
• Minimum 8-10 years of progressive call center, telesales or customer acquisition experience, including significant leadership responsibility.
• Experience managing multi-country or multi-site operations strongly preferred.
• Experience in business development, partnership management, commercial negotiations or corporate alliances is strongly preferred.
• Proficiency in English is required; additional languages are an advantage.

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