Owner Engagement Specialist

Travel + Leisure Co.; Philippines; On-site; PHP 520,000 - 780,000; Full time

Job summary

Travel + Leisure Co. is seeking an experienced Owner Engagement Specialist to join our Customer Care team in the Philippines. This role focuses on retention, relationship-building, and education to maximize ownership value and deliver outstanding experiences.

You will manage proactive engagement with owners considering selling, resolve escalated cases, collaborate with cross-functional teams, and track trends to drive continuous improvement in retention strategies.

Qualifications

• Experience in senior customer service, retention, escalations, or account management within a contact centre.
• Experience handling complaints and complex customer conversations.
• Strong negotiation and relationship-building skills.
• Excellent verbal and written communication with empathy.
• Ability to build rapport quickly and influence outcomes.
• Attention to detail and ability to manage competing priorities.
• Knowledge of Club Wyndham South Pacific products or ownership guidelines is a plus.
• Intermediate MS Office proficiency and quick system learning.

Responsibilities

• Manage and support owners considering selling their Club Wyndham South Pacific ownership.
• Build trusted relationships through proactive engagement and personalized service.
• Educate owners on ownership benefits and help maximize value.
• Use retention strategies to address concerns and deliver positive outcomes.
• Own escalated cases and provide first-contact resolution for complaints.
• Document and follow up on customer cases in internal systems.
• Collaborate with cross-functional teams to deliver seamless support and fast resolutions.
• Identify trends to improve retention strategies.
• Contribute to meeting customer retention and engagement targets.

Skills

Relationship building

Negotiation

Communication skills

Conflict resolution

Ownership mindset

Tools

Microsoft Office

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.

We are seeking an experienced and customer-focused Owner Engagement Specialist to join our Customer Care team.

This is not a traditional customer service role. We're looking for a relationship builder, problem solver, and retention specialist who can confidently engage with owners considering selling their Club Wyndham South Pacific ownership. Through education, consultative conversations, and personalized solutions, you'll help owners rediscover the value of their membership while delivering outstanding customer experiences.

Ideal for experienced customer service professionals, team leaders, retention specialists, complaints resolution experts, or account managers, this role requires strong emotional intelligence, resilience, and the ability to influence positive outcomes through meaningful conversations.

How You'll Shine

As an Owner Engagement Specialist, you will:

• Manage and support owners who are considering selling their Club Wyndham South Pacific ownership.

• Build trusted relationships with owners through proactive engagement and personalized service.

• Educate owners on the benefits of their ownership and help them maximize the value of their membership.

• Use effective retention and re‑engagement strategies to address concerns, overcome objections, and deliver positive outcomes.

• Take ownership of escalated cases and provide first‑contact resolution for complaints and negative experiences.

• Manage customer cases within internal systems, ensuring accurate documentation and timely follow‑up.

• Collaborate with cross‑functional teams to deliver seamless support and fast resolutions for owners.

• Identify trends and insights that contribute to continuous improvement and enhanced owner retention strategies.

• Contribute to achieving customer retention and engagement targets while maintaining exceptional service standards.

What You'll Bring

To succeed in this role, you'll be someone who genuinely enjoys helping customers and is skilled at turning challenging situations into positive experiences.

We're looking for candidates with:

• Previous experience in a senior customer service, retention, escalations, account management, or team leader role within a contact centre environment.

• Experience managing complaints, conflict resolution, and complex customer conversations.

• Strong negotiation, objection handling, and relationship‑building skills.

• Exceptional verbal and written communication skills with a professional and empathetic approach.

• The ability to build rapport quickly and influence positive customer outcomes.

• A high level of attention to detail and commitment to accuracy.

• The ability to work independently, make sound decisions, and manage competing priorities.

• Knowledge of Club Wyndham South Pacific products, ownership guidelines, exchange programs, and industry regulations will be highly regarded.

• Intermediate Microsoft Office skills and the ability to learn new systems quickly.

Why You'll Love It Here

At Travel + Leisure Co., you'll be part of a company that values Hospitality, Engagement, Accountability, Respect, and Teamwork. You'll have the opportunity to make a genuine impact on customer experiences while working alongside passionate professionals who are dedicated to helping owners create lasting vacation memories.

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 [e-mail], including the title and location of the position for which you are applying.