Customer Strategy Manager

Travel Leisure Resort Development Inc; Florida; Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible spending accounts

Life and accident coverage

Disability

Paid time off and holidays

401k with employer match

Wellness program

Employee Assistance Program

Job summary

Travel + Leisure Co. in Florida is seeking a Customer Strategy Manager to define, launch, and optimize technology solutions that improve the customer and associate experience. You’ll partner with cross-functional teams to map requirements and drive KPI tracking.

You will own the CRM product roadmap, build business cases, deliver executive-ready storytelling, and ensure strong user adoption. Travel experiences and member insights will guide product decisions across the business.

Qualifications

• BA/BS in Industrial Engineering, Finance/Business, or related field.
• Salesforce Admin certificate preferred.
• Experience presenting to senior executives and non-technical audiences.
• Ability to lead cross-functional groups and manage stakeholders.
• Strong project management, attention to detail and analytical skills.
• Excellent interpersonal and independent work skills.
• Ability to translate business needs into system requirements.

Responsibilities

• Develop an end-to-end view of the customer and associate experience to identify improvement opportunities.
• Manage and deliver against the CRM product roadmap.
• Build business cases to support product investment decisions.
• Present to senior executives and non-technical audiences.
• Capture user insights and competitive data to inform decisions.
• Drive user adoption and ensure system effectiveness.
• Create business scope documents translating needs into requirements.
• Oversee launches, testing, and KPI tracking for solutions.
• Define and monitor key metrics and Salesforce dashboards for the business.
• Travel for site visits up to 5% of the role.

Skills

Presentations to executives

Cross-functional leadership

Project management

Analytical skills

Interpersonal skills

Stakeholder management

Issue analysis and solutions

Business requirements docs

Education

BA/BS in Industrial Engineering, Finance/Business, or related field

Tools

Salesforce

Microsoft Dynamics CRM

PowerPoint

Excel

Word

Claude

Copilot

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 Customer Strategy Manager will define, develop, launch, enhance and discover technology solutions and services that drive our business forward based on understanding and mapping of the customer and associate experience. You’ll work closely with cross‑functional teams to define product requirements and coordinate resources from key stakeholders. You will also be responsible for identifying and tracking KPIs to better monitor and manage the business.

How You'll Shine:

• Develop an end‑to‑end view of the customer and associate experience/process to identify opportunities to improve efficiency and effectiveness
• Manage and deliver against CRM product roadmap
• Work with multiple functions to build and evaluate business cases to support product investment decisions
• Be able to tell stories effectively through presentations at all levels of the organization
• Understand and gather insight from end users, in combination with using customer feedback and competitive analysis, to inform product decisions
• Ensure a high‑level of system adoption by end users
• Capture comprehensive business scope documents that can be translated into system requirements
• Oversee product launches, development and testing; ensuring that the product works as designed and that user adoption is as intended
• Define, track and improve key performance metrics, inclusive of understanding and building key Salesforce reports/dashboards needed by the business
• Travel Requirements Site visits as needed. 5% of role.

What You'll Bring:

• BA/BS in Industrial Engineering, Finance/Business, or related field
• Salesforce Admin certificate preferred
• Demonstrated ability to develop and deliver presentations to senior executives and non‑technical audiences
• Ability to successfully lead across diverse and cross functional groups, including strong relationship management skills and ability to coach regardless of reporting relationship
• Proven project management, attention to detail and analytical skills
• Excellent interpersonal skills and ability to work independently as a self‑starter and within team
• Ability to analyze issues, develop and deploy solutions within a dynamic environment while simultaneously handling multiple assignments and meeting deliverable deadlines
• Ability to develop business scope documents that clearly and visually represent what is needed by the end users
• CRM system knowledge (e.g., Salesforce, Microsoft Dynamics CRM)
• Advanced knowledge of MS Office Applications (PowerPoint, Excel, Word)
• AI knowledge (e.g., Claude, Copilot preferred)
• Minimum three (3) years of experience in business consulting, process/business improvement, preferably with technology‑related projects
• 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. Certain benefits may be available to associates working fewer hours where required by applicable law.

Travel + Leisure Co. benefits include:

• 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

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

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

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.