Customer Strategy Manager

Travel + Leisure Co.; Orlando (FL); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical Insurance

Dental Plan

Vision Plan

FSA

Life Insurance

Disability

PTO

Volunteer Leave

401k Match

ID Theft Plan

Wellness Program

EAP

Job summary

Travel + Leisure Co. is seeking a Customer Strategy Manager to define and launch technology solutions that enhance the customer and associate experience. You will map processes, coordinate stakeholders, and track KPIs with a focus on Salesforce dashboards.

The role requires 3+ years in business consulting or process improvement, strong presentation skills, and CRM system knowledge. Travel + Leisure Co. offers comprehensive benefits and growth opportunities.

Qualifications

• BA/BS in Industrial Engineering, Finance/Business or related field.
• Salesforce Admin certificate preferred.
• 3+ years in business consulting or process improvement with tech projects.
• Experience presenting to senior executives and non-technical audiences.
• CRM systems knowledge including Salesforce or Microsoft Dynamics CRM.
• Strong analytical, project management, and relationship skills.
• Ability to lead across cross-functional groups.

Responsibilities

• Develop end-to-end view of customer/associate experience to identify efficiency opportunities.
• Manage and deliver against CRM product roadmap.
• Build and evaluate business cases to support product investments.
• Tell compelling stories through presentations at all levels.
• Gather insights from users plus feedback and competitive analysis.
• Ensure high user adoption and capture system requirements documents.
• Oversee product launches, development and testing, ensuring proper adoption.
• Define, track and improve KPIs and Salesforce dashboards.

Skills

Cross-functional leadership

Executive presentations

Project management

Analytical skills

Relationship management

CRM strategy

Salesforce knowledge

MS Office

AI knowledge

Business consulting

Education

BA/BS in Industrial Engineering, Finance/Business

Tools

Salesforce

Microsoft Dynamics CRM

PowerPoint

Excel

Word

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:

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

• 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

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].