Owner Engagement Project Coordinator

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

An Owner Engagement Program Coordinator executes Owner Engagement Department initiatives to drive timely outreach and results while providing a positive Owner experience. Owner Engagement initiatives are designed to educate and drive increased Owners’ timeshare usage and engagement to increase satisfaction and promote continued payments, upgrades, and referrals. The Owner Engagement Coordinator works closely with Digital Marketing, Owner Services, Inventory Management, WOW Loyalty, Westgate University and IT to implement and support Owner Engagement campaigns and initiatives.

Essential Duties and Responsibilities include the following. Other duties can also be assigned.

Content Creation and Project Management:

• Assist with VI Resorts by Westgate Marketing Plan implementation and training.
• Assist with Owner Engagement Marketing Plan implementation and training.
• Plans and executes workflow for multiple initiatives across platforms of digital, social, print, SMS and in-person events.
• Project manages creative requests, including communication of requirements, timelines, expectations and deliverables.
• Initiates communication of resort updates within multiple channels in a timely manner
• Responsible for building, editing, Publishing and maintaining content for the OE Articles and Owner Support Knowledge Base on the Online Account Management site (OAM).
• Publish and maintain content for the Mobile App, including updates, campaigns, and notifications, and monitor expiration.
• Assist with project requests for Direct Mail campaigns, including design, production quotes, and approvals; obtain related assets and databases and monitor the production process through completion.
• Support all aspects of Westgate University, providing training, collateral materials and digital assets to all sites.
• Assist with ordering Westgate University collateral with Owner’s content.
• Proactively look for update opportunities for Owner content in all channels and request digital updates and reorder new collateral.
• Set up online folders to capture and organize all aspects of the Owner Engagement campaigns including PDFs of emails, collateral, important communications, assets, logos, training, reports, presentations, etc. Organize and store for easy reference, historical purposes and analysis.
• Assist with creating and supporting email campaigns and digital and print collateral.
• Assist with all operational aspects involved in a campaign, including system setup and team member training, supporting information, and training materials for new product features, resort updates, and benefits implementation.
• Assist with the annual HOA billing campaign with the help of the bank partner, Creative Design team, and Mortgage and Account Services departments.
• Update, organize, and maintain WOW News articles on OAM with images, publish content, and perform periodic updates.
• Conduct image searches and make suggestions based on campaigns and projects.
• Request URL tracking, QR codes, and dedicated phone numbers to enable results tracking for engagement campaigns.
• Maintain IT priority list for the department and provide action items identified to meet timelines/meetings/expectations.
• Monitor and follow up on action items and Project Requests deliverables to move projects forward.
• Update the master tracking list for all campaigns (campaign ID, tracking, DNIS, QR codes).
• Assist with WOW News articles on OAM with images, content, publishing, and updates.
• Prepare content for OAM, Mobile App articles, social media, and blogs (copy, image for multiple display sizes, and testing).
• Create and maintain OAM, Mobile App, direct mail, and email calendar/spreadsheet tracking of all campaigns; coordinate final approved content for execution.
• Assist with Owner support content and collateral for Westgate University.
• Maintain the department's IT priority list and follow up on action items to meet timelines, meetings, and expectations.

Performance Tracking and Analysis:

• Prepare multiple reports to gather, compile, and analyze data from campaign production reports from various systems, such as Salesforce Marketing Cloud (SFMC), Google Analytics, and Tableau.
• Create and maintain an OE Promotions calendar spreadsheet containing all offer key information and status for implementation and training between departments (Call Center, Inventory Management, Digital Marketing, Accounting).
• Compile, analyze, and distribute weekly OAM KPI Reports from Google Analytics, providing traffic flow and conversion metrics by campaign and by week.
• Run, analyze, and distribute OE promotions production reports and provide insights on campaign performance.
• Run weekly reports on OAM visits and calls received by campaign by week (QR codes and DNIS)
• Produce and analyze weekly Owner KPI reports from Tableau.
  • Room Keys Pace by Resort
  • Usage
  • Engagement

Other:

• Make a decision or solve a problem using logic to identify key facts, explore alternatives, and propose quality solutions.
• Follow up on action items from projects and meetings for timely execution.
• Day-to-day cross-departmental collaboration.
• Archive samples for all campaigns and reports on the Owner Engagement shared drive.
• Develop individual results by maintaining policy and procedure resources, conducting educational sessions, and developing outcome improvement resources.
• Performs all other duties as required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Flexibility in schedule.
• Excellent presentation skills (oral and written) and interpersonal skills.
• Ability to handle multiple projects and prioritize.
• Ability to prioritize and multitask.
• Take initiative without being asked.
•  Ability to problem solve.
• Strong analytical and decision-making skills.
• Operational knowledge of MS Office: Excel, Word, and PowerPoint.
• Ability to develop organizational and project management methodologies that increase productivity of the department's goals.
• Self-development skills.

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.