Lead Direct Marketing (Inbound)

📌 Core Information

🔹 Job Title: Lead Direct Marketing (Inbound)

🔹 Company: Hilton Grand Vacations

🔹 Location: Japan

🔹 Job Type: Full time

🔹 Category: Hospitality

🔹 Date Posted: 2025-01-23

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Setting high operational standards for team members
• Supporting team goals and direct marketing efforts
• Monitoring calls, coaching, and training team members
• Managing escalations and providing excellent customer service

ASSUMPTION: This role requires strong leadership, communication, and problem-solving skills to effectively manage and support the team in achieving their targets.

📋 Key Responsibilities

✅ Set high operational standards for team members, including handling calls and emails

✅ Support team goals and direct marketing efforts

✅ Monitor calls, coach, and train team members

✅ Manage escalations and provide excellent customer service

✅ Handle problem-solving and quality control

✅ Support team members' motivation and engagement

✅ Manage team schedules and business operations

✅ Report issues and concerns to management

✅ Perform other tasks assigned by management

ASSUMPTION: This role involves a high level of multitasking, prioritization, and adaptability to handle various aspects of team management and customer support.

🎯 Required Qualifications

Education: High school diploma or equivalent

Experience: At least 1 year of call center experience

Required Skills:

• Excellent customer communication skills
• Strong problem-solving skills
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Fluency in Japanese

Preferred Skills:

• Previous call center management experience
• Marketing and sales experience
• Timeshare sales knowledge
• Proficiency in English (conversational)

ASSUMPTION: While not explicitly stated, it's assumed that candidates should have strong leadership, motivational, and coaching skills to excel in this role.

💰 Compensation & Benefits

Salary Range: Based on industry standards for a Lead Direct Marketing role in Japan with 2-5 years of experience, the estimated salary range is ¥4,500,000 - ¥6,000,000 per year.

Benefits:

• Health insurance
• Retirement benefits
• Employee discounts on Hilton properties
• Opportunities for career growth and development

Working Hours: Full-time position, typically 40 hours per week, with potential flexibility based on business needs.

ASSUMPTION: The salary range provided is an estimate based on market research and may vary depending on the candidate's specific qualifications and experience.

📌 Applicant Insights

🔍 Company Context

Industry: Hospitality, specifically vacation ownership and timeshare sales

Company Size: 10,001+ employees, providing ample opportunities for career growth and development

Founded: 1992, with a rich history in the hospitality industry

Company Description:

• Global leader in vacation ownership, developing, marketing, and operating high-quality shared-ownership properties
• Manages innovative club membership programs providing exclusive exchange, leisure travel, and reservation services for members
• Emphasizes a culture of hospitality, growth, opportunity, work-life balance, and respect across its properties, sales centers, and corporate offices worldwide

Company Specialties:

• Vacation Ownership
• Real Estate Sales
• Customer Service
• Resort Operations
• Sales & Marketing
• Call Center Operations
• Corporate Functions
• Guest Services
• Telesales
• Real Estate
• Hospitality
• Timeshare
• Human Resources
• Finance & Accounting
• IT

Company Website: careers.hgv.com

ASSUMPTION: Hilton Grand Vacations offers a dynamic work environment with diverse career opportunities and a strong focus on employee growth and development.

📊 Role Analysis

Career Level: Mid-level, with opportunities for growth into management or specialized roles

Reporting Structure: This role likely reports directly to the Call Center Manager or a similar supervisory position

Work Arrangement: On-site, full-time position with potential flexibility based on business needs

Growth Opportunities:

• Progression into management or specialized roles within the call center or other departments
• Expansion of skills and knowledge through training and development programs
• Potential relocation to other Hilton Grand Vacations properties or corporate offices worldwide

ASSUMPTION: This role offers strong potential for career growth and development within the hospitality industry.

🌍 Location & Work Environment

Office Type: Corporate office or call center environment

Office Location(s): Japan

Geographic Context:

• Japan has a highly competitive job market, with a strong emphasis on work ethic and attention to detail
• The hospitality industry in Japan is vibrant and growing, offering numerous opportunities for career advancement
• Japan's culture emphasizes respect, politeness, and punctuality, which are essential for success in this role

Work Schedule: Full-time position, typically 40 hours per week, with potential flexibility based on business needs

ASSUMPTION: The work environment is likely fast-paced and dynamic, requiring strong adaptability and time management skills.

💼 Interview & Application Insights

Typical Process:

• Online application and resume submission
• Phone or video screening
• In-person or virtual interview with the hiring manager
• Final interview with senior leadership or human resources
• Background check and offer extension

Key Assessment Areas:

• Customer service and communication skills
• Problem-solving and decision-making abilities
• Leadership and motivational skills
• Adaptability and time management
• Cultural fit and alignment with company values

Application Tips:

• Highlight relevant experience and skills, emphasizing customer service, leadership, and problem-solving
• Tailor your resume and cover letter to the specific requirements and responsibilities of the role
• Prepare examples of successful customer interactions, escalation management, and team motivation
• Research the company and industry to demonstrate your enthusiasm and understanding of the role

ATS Keywords: Call Center, Customer Service, Team Management, Direct Marketing, Inbound, Coaching, Training, Escalation Management, Problem Solving, Japanese

ASSUMPTION: The interview process may include role-play scenarios, case studies, or behavioral questions to assess the candidate's skills and fit for the role.

🛠️ Tools & Technologies

• Microsoft Office Suite (Excel, Word, PowerPoint)
• Call center software and CRM systems
• Communication tools (email, phone, video conferencing)

ASSUMPTION: Familiarity with industry-standard call center software and CRM systems is essential for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Hospitality
• Integrity
• Leadership
• Teamwork
• Ownership
• Innovation
• Quality
• Respect
• Accountability

Work Style:

• Fast-paced and dynamic
• Collaborative and team-oriented
• Focused on customer service and satisfaction
• Adaptable and responsive to change

Self-Assessment Questions:

• Do I possess strong leadership and motivational skills to effectively manage a team?
• Am I comfortable working in a fast-paced, dynamic environment with a focus on customer service?
• Do I have a proven track record of success in call center operations and customer service?

ASSUMPTION: Candidates should possess strong leadership, communication, and problem-solving skills, as well as a genuine passion for customer service and hospitality.

⚠️ Potential Challenges

• Managing a team in a high-pressure, target-driven environment
• Handling difficult customers and escalations with professionalism and patience
• Adapting to changes in business priorities and strategies
• Balancing the demands of the role with personal responsibilities and work-life balance

ASSUMPTION: This role may present challenges related to stress management, time management, and adaptability in a fast-paced environment.

📈 Similar Roles Comparison

• Compared to other call center management roles, this position places a stronger emphasis on direct marketing and inbound sales
• In the hospitality industry, this role is similar to a Call Center Manager or Team Lead position, with a focus on customer service and team management
• Career progression may involve moving into management, specialized roles, or other departments within the company

ASSUMPTION: This role offers unique opportunities for growth and development within the hospitality industry, with a focus on customer service and team management.

📝 Sample Projects

• Developing and implementing a new training program for team members
• Improving call center processes to enhance customer satisfaction and efficiency
• Managing a team through a significant change in business strategy or priorities

ASSUMPTION: These sample projects demonstrate the candidate's ability to manage teams, drive change, and improve processes in a call center environment.

❓ Key Questions to Ask During Interview

• What are the most significant challenges facing the team currently, and how can this role address them?
• How does this role support the company's overall business strategy and goals?
• What opportunities are there for professional development and growth within the company?
• How does the company support work-life balance for its employees?
• What is the company's approach to diversity, equity, and inclusion?

ASSUMPTION: Asking these questions demonstrates the candidate's interest in the role, the company, and their long-term career prospects.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through careers.hgv.com
• Tailor your resume and cover letter to highlight your relevant experience and skills
• Prepare examples of successful customer interactions, escalation management, and team motivation
• Research the company and industry to demonstrate your enthusiasm and understanding of the role
• Follow up with the hiring manager or human resources within one week of submission to confirm receipt of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.