Manager, Owner Advocacy

🔥 14 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $150k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Vacatia

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

✈️ Travel

🏨 Hospitality

🏪 Marketplace

💰 $20M Series B - Vacatia on 2021-11

Travel • Hospitality • Marketplace

Vacatia is an online travel marketplace specializing in resort residences and vacation rentals — condos, suites and resort-style homes — with integrated options to rent, subscribe, or buy and sell timeshare inventory. The company operates booking, guest-care and owner-services for legacy resort owners and partners (including Disney Vacation Club, Royal Resorts and Westgate), offers timeshare resale and point-transfer tools, flexible payment (FlexPay), and destination search and calendar tools for travelers worldwide.

📋 Description

• Own Vacatia’s online reputation and serve as a public-facing advocate for owners • Monitor and manage response strategies across Trustpilot, Google Business Profiles, Better Business Bureau, TUG, Tripadvisor, and other review platforms • Respond to reviews in Vacatia’s warm, confident, and authentic brand voice • Develop and execute campaigns that increase review volume and ratings • Evaluate and implement reputation management tools • Build dashboards tracking ratings, sentiment, response times, and trends • Engage with TUG, owner Facebook groups, and social communities • Address issues involving maintenance fees, availability, and owner exits • Acknowledge concerns, investigate issues, and follow up to help resolve them • Partner with Owner Care, Account Directors, and resort leadership to route and resolve concerns • Prepare talking points, FAQs, and communications for Caroline and the leadership team • Coordinate with Communications and Legal on media, blogger, influencer, and sensitive public inquiries • Identify reputation risks and develop escalation and crisis response playbooks • Share recurring feedback and monthly reputation insights with Operations, Owner Care, resort teams, and leadership • Coach resort teams on review generation, guest engagement, and responses to feedback

🎯 Requirements

• 4+ years of experience in public relations, community management, online reputation management, or customer experience, ideally within hospitality and vacation ownership • Experience serving as a public-facing voice for a brand through online communities, social media, press, or customer forums • Exceptional writing and communication skills, with an engaging, confident, personable, and authentic voice • Ability to use warmth and humor appropriately and approach situations with empathy and seriousness • Proven experience planning and executing email, SMS, or social campaigns with measurable results • Hands-on experience with reputation or social management platforms such as Hootsuite, Birdeye, Reputation.com, or Sprout Social • Comfort working with data, building dashboards, and translating insights into actionable recommendations • Strong cross-functional collaboration skills and ability to drive resolution without direct authority • Experience with timeshare or vacation ownership audiences and communities, including TUG and owner forums (nice to have) • Multi-property, franchise, or hospitality experience managing online reviews across multiple locations (nice to have) • Experience developing crisis communications, service recovery strategies, or customer advocacy programs (nice to have)

🏖️ Benefits

• Become a recognizable, trusted voice for Vacatia among owners and guests • Build and lead a reputation management strategy across a growing resort portfolio • Turn customer feedback into meaningful improvements across properties and the business • Authentic, confident, approachable, thoughtful, and witty communication culture

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