Candidate Profile

Education

• Bachelor’s Degree in Marketing, Business Administration, Communications, Creative Writing, or related discipline or equivalent work experience. Master’s Degree in Business Administration or related discipline preferred.

Experience

• 4 to 7 years of progressive experience developing and executing marketing strategies, setting messaging priorities, and determining campaign strategies to meet membership goals.
• At least 3 years managing a team preferred.
• Experience in a Corporate, matrixed structured organization preferred.
• Proven experience in direct mail and telemarketing, preferably within the travel exchange or membership travel industry.
• Expertise in implementing conversion strategies, understanding direct response metrics, and integrated/multichannel marketing experience.

About the Team

The Global Marketing Team at Interval International is on an exciting, multi-year journey to transform how we connect with our members. We’re reimagining the way we engage, communicate, and bring value to our global community, with a strong focus on accelerating our marketing strategies and tools.

Global Marketing seeks forward-thinkers who see the potential to shape the future member engagement. If you’re passionate about innovative marketing, committed to understanding our members’ evolving needs, and ready to make a lasting impact, you’ll find a dynamic, growth-focused environment here. Join us as we redefine what’s possible in our industry.

About Interval International

Interval International has been a trusted leader in the travel exchange industry for 50 years, known for our commitment to exceptional service and meaningful experiences. As we embrace a new chapter, we’re investing in transformative change to keep our offerings fresh and relevant for today and tomorrow’s member. Guided by a deep respect for our legacy, we’re on the lookout for forward-thinking individuals who can bring innovative ideas, build meaningful relationships, and contribute to shaping the next chapter of travel and exchange.

This position is with Interval International, Inc., an operating business of Marriott Vacations Worldwide Corporation (“MVW” or “the Company”).

Marriott Vacations Worldwide (MVW) is a leading global vacation company that offers vacation ownership, exchange, rental and resort and property management, along with related businesses, products, and services. The Company has over 120 vacation ownership resorts and approximately 700,000 owner families in a diverse portfolio that includes some of the most iconic vacation ownership brands.

Job Summary        

Interval International is seeking a dynamic leader who can dig in and reimagine the membership retention/acquisition discipline within Global Marketing. This leader is responsible for the development of a new strategy/approach (leveraging best in class practices) focused on the development, management, and enhancement of key multi-channel (direct mail, telemarketing, email and website) renewal/upgrade programs promoted to Interval members globally.

The Director Direct Mail & Telemarketing will review all legacy member acquisition and retention strategies and processes, making recommendations for testing new offers. They will be responsible for developing a future vision of effective strategies to cultivate, retain, and upgrade Interval members. In their role as Director of Direct Mail/Telemarketing, they will take an active, strategic role in developing both short and long-term acquisition and retention plans to retain and upgrade members while meeting the revenue goals of our direct mail and telemarketing channels.

The Director will be a creative thinker who embraces continuous process improvement and innovation and is detail-oriented and data-driven. This position is expected to coordinate closely across all departments, internally and externally, to ensure campaign coordination, measurement, optimization, and best practices. Additionally, the Director will operate a strategic, cost-effective membership renewal program while meeting or exceeding budget requirements for membership revenues. They will also design testing models to identify the most effective renewal and upgrade offers.  

Expected Contributions

• Partner with the Customer Strategy & Marketing Operations team to establish membership performance goals and priorities including the development of an annual budget to reflect both revenue and expenses for acquisition and renewal programs.
• Set messaging priorities, determine campaign strategies, testing priorities and audience segmentation to meet membership goals.
• Plans and develops membership extension, renewal and solicitation mailings to new and existing Interval International members, newly affiliated member resorts, and membership renewal mailings for Travel Club.
• Partner with peers across Marketing to optimize channel messaging, testing and design strategies with an emphasis on the member journey to improve member retention.
• Plans and develops email marketing renewal campaigns, website personalization renewal programs, upgrades and deposits.
• Partner with Member Service Operations for telemarketing efforts.
• Develops & tests new membership marketing programs, including the integration of current/new products such as renewal premiums.
• Provides editorial input and design direction for various membership communication media related to promotion of new and ongoing membership renewal programs, including copy in all Direct Mail package elements, advertising copy for new programs, website personalization ads, e-mail renewals, and internal program announcements.
• Oversee the execution and fulfillment of campaigns, working closely with internal fulfillment center and external partners.
• Prepares the annual expense budget for all facets within the Direct Mail/Telemarketing.
• Proposes new renewal and solicitation programs for maximum cost-effectiveness.
• Conducts quarterly review meetings with Marketing Leadership to evaluate all Direct Mail and Telemarketing renewal programs and propose new ideas.
• Consulted by the Creative Team on quality and accuracy of all outbound content.
• Influence and execute journeys to grow and diversify membership and provide input and results to understand impact against multiple departmental priorities.
• Create and execute campaign and testing plans to meet annual budget.
• Evaluate campaign performance against the performance benchmarks.
• Lead member stewardship across all channels. Work with the Integrated Marketing team to proactively address membership needs and expectations.
• Coordinate welcome and acknowledgement processes online and offline, ensure the fulfillment of back-end premiums and help craft talking points and responses when crises arise.
• Work closely with Warehouse team on budget and printing needs.

Expected Results

• Conversion rates on direct mail and telemarketing campaigns and segmented campaigns.

• Customer retention rate.
• Cost per acquired customer.
• Campaign ROI.
• Average revenue per customer.
• Upsell rates from telemarketing.
• Adoption rate of new techniques.
• Engagement from multi-channel campaigns.

Skills and Attributes

Relationship Building

• Exceptional skills at building and nurturing relationships at all levels of the organization through collaboration, negotiation, and mentoring.
• Ability to proactively influence and shape the thinking of senior leaders that drives the right type of decision making to garner positive business results.
• Demonstrates a strong ability to foster trust and rapport with colleagues, clients, and stakeholders, ensuring open and effective communication.
• Skilled in leveraging interpersonal relationships to facilitate teamwork and drive collective success across diverse groups and departments.

Communication

• Demonstrates exceptional ability to clearly and accurately communicate with internal stakeholders, with proven experience.
• Articulates complex ideas concisely and effectively, backed by a track record of success.
• Conveys impactful messages to diverse audiences, with evidence of effectiveness.
• Exerts influence and builds consensus with internal stakeholders, demonstrated through past achievements.

Critical Thinking

• Exhibits outstanding research and data analysis skills to produce high-quality work efficiently and accurately, with proven results.
• Demonstrates creative problem-solving and a willingness to innovate, supported by examples of successful innovation.
• Exercises sound judgment in complex or fluid environments, with a history of effective decision-making.
• Strategically creates high-level strategies and translates them into actionable steps, with documented success.

Project Management

• Performs exceptionally well under pressure and tight deadlines while balancing multiple assignments, with a proven ability to deliver.
• Remains highly flexible and adaptable to shifting priorities and urgent requests, demonstrated through past experiences.
• Takes ownership of projects and resolves issues effectively, with a track record of successful project management.
• Manages deadlines on multiple cross-functional projects with excellence, supported by evidence of past performance.
• Handles competing interests on complex issues adeptly, with proven ability.
• Initiates and manages projects and initiatives through to successful completion, with documented achievements.

Leadership and Management

• Sets and maintains clear expectations, roles, and responsibilities with exceptional clarity, demonstrated through past leadership roles.
• Ensures staff have the skills and support to perform at their best, with a history of effective team development.
• Possesses a deep understanding of business, people, systems, and processes, with proven expertise.
• Creates and maintains a diverse, inclusive, and high-functioning environment, supported by evidence of past success.
• Prioritizes diversity, equity, and inclusion in decisions, with a track record of commitment.
• Develops staff through delegation, coaching, and professional growth opportunities, demonstrated through past achievements.
• Comfortable providing effective real-time feedback.

Marketing Knowledge, Skills, Abilities

• Demonstrates expertise in conversion strategies, including segmentation and creative development, with proven success.
• Possesses a high-level understanding of direct response metrics and KPIs, supported by documented results.
• Has extensive integrated/multichannel marketing experience, with a track record of effectiveness.
• Exhibits proficiency in PowerPoint and presentation skills, demonstrated through past presentations.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.