Director, Dvc Member Experiences

Disney Vacation Club (DVC) is a dynamic and rapidly growing business with unique complexities and boundless opportunity. The Director Member Experiences is responsible for leading and providing vision and strategic direction for the entire Member experience, including:

• Developing & delivering the benefits & extras that are a part of membership (“Membership Magic”)
• Leading the Member Services team (300+ cast members)
• Facilitating Member vacation experiences both within the Disney portfolio (e.g. Disney Resorts world-wide, Disney Cruise Line, Adventures & Expeditions) and beyond
• Onboarding new Members (5,000+ annually)

The role will be responsible for identifying, analyzing, and executing continuous improvements and innovation related to Member experiences via new member introduction to the club, the DVC resort experience, the broader vacation portfolio, and omni-channel contact center services, driving over-all Member satisfaction. This role is also a key member of the DVC steering committee.

Responsibilities

• Assist with identifying and enhancing operational opportunities to elevate the DVC resort experience including property-wide rehabs.
• Provide oversight of the Member vacation portfolio, which includes maintaining existing products and strategic planning of growth opportunities to ensure a robust and diverse suite of destination choices.
• Assist with the development of Member resort programming and expansion of DVC properties.
• Direct the relationship with Interval International (exchange provider) and all related transactions, negotiations, and growth opportunities.
• Lead the onboarding of Disney guests becoming Members with a frictionless and seamless real estate closing process and club introduction through constant enhancements and efficiencies.
• Work with DVC Finance team to ensure proper planning and budgeting of expenses materially impacting DVC Operations
• Facilitate implementation of DVC business initiatives with parks & resorts and DSE and solve problems that cross organizational boundaries on behalf of the DVC Members.
• Lead developing, managing, and operationalizing initiatives that generate positive Member engagement via “Membership Magic” (e.g. theme park lounges, Moonlight Magic events).
• Lead the Member Services team, a world-class contact center (with cast located at WDW, DLR, & Aulani) which provides full-service vacation planning and club assistance for over 250K Member families through phone, web, email and chat
• Provide vision and strategic direction to the Member Experiences, Member Services, and Sales Support Integration teams.

Required Qualifications:

• Ability to interact effectively with all levels of cast from front-line to senior leadership
• Minimum 10 years of relevant professional work experience in customer & guest experience and operations leadership
• Sense of urgency to move projects forward
• Strong financial acumen, experience interpreting demand data, and in-depth knowledge of the qualitative and quantitative Consumer Insight process
• Proven conceptual thinking skills with the ability to understand broad concepts, articulate linkages/gaps, and establish strategies that enable the DVC vision
• A passion for the Disney product and the Member experience
• Superior interpersonal / partnership skills and the ability to deal with ambiguity