Senior Sales Support & Services Manager – Remote Customer Experience Leadership for arenaflex Vacation Club

About arenaflex

arenaflex is a global leader in immersive vacation experiences, offering members exclusive access to world‑class resorts, cruise lines, and themed adventures. With a legacy of storytelling, innovation, and unforgettable guest moments, arenaflex continues to set the standard for hospitality excellence. Our mission is to create magical experiences that inspire joy, connection, and lasting memories for millions of guests worldwide. As we expand our digital footprint, we are looking for visionary leaders who can drive operational excellence, nurture talent, and champion a guest‑centric culture—all from the comfort of a remote workspace.

Position Overview

arenaflex is seeking a dynamic Sales Support & Services Manager to lead a high‑performing team of over 200 Cast Members who deliver front‑line support for the arenaflex Vacation Club (AVC). This senior role blends strategic oversight, hands‑on mentorship, and cross‑functional collaboration to ensure seamless operations across on‑site locations, cruise ships, and virtual events. The ideal candidate will be a change‑agent who thrives in fast‑paced environments, leverages data‑driven insights, and inspires a culture of continuous improvement.

Key Responsibilities

Strategic Leadership & Team Development

• Direct and mentor a diverse team of 200+ Cast Members, fostering a high‑performance culture that aligns with arenaflex’s brand values.
• Set clear performance objectives, conduct regular coaching sessions, and implement development plans that accelerate career growth.
• Drive talent acquisition, onboarding, and retention strategies to maintain a skilled and engaged workforce.

Operational Excellence Across Multiple Channels

• Oversee day‑to‑day operations for AVC’s on‑site locations, cruise ship engagements, and virtual event platforms, ensuring consistency and quality.
• Coordinate logistics for on‑site experiences, including staffing, guest communications, and technology integration.
• Manage the end‑to‑end guest journey—from inquiry to conversion—optimizing touchpoints for maximum satisfaction and revenue impact.

Performance Management & Continuous Improvement

• Analyze key performance indicators (KPIs) such as guest satisfaction scores, conversion rates, and operational efficiency.
• Identify gaps, develop action plans, and lead cross‑functional initiatives that drive measurable improvements.
• Champion Lean, Six Sigma, or other continuous‑improvement methodologies to streamline processes and reduce waste.

Cross‑Functional Collaboration

• Partner with Marketing, Product, and Technology teams to align sales strategies with brand campaigns and new product launches.
• Collaborate with the Guest Experience and Training departments to ensure consistent messaging and service standards.
• Serve as the primary liaison for external partners, including travel agencies and technology vendors, to support seamless integration.

Technology Enablement & Virtual Event Management

• Lead the implementation of CRM platforms, ticketing systems, and virtual event tools (e.g., Zoom, Microsoft Teams) to enhance guest interactions.
• Oversee the planning and execution of virtual events, ensuring robust technical support and engaging content delivery.
• Drive adoption of data analytics tools to provide actionable insights for sales and service teams.

Essential Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
• Minimum 2 years of experience leading large, customer‑facing teams in a hospitality or travel environment.
• Proven track record of managing end‑to‑end sales support operations, preferably within a membership‑based or resort‑based organization.
• Deep understanding of the sales cycle, guest engagement, and conversion processes.
• Strong analytical mindset with the ability to interpret performance data and translate insights into action.
• Exceptional communication and interpersonal skills, capable of influencing senior leadership and front‑line staff alike.
• Flexibility to travel to on‑site locations and cruise ships as needed, and willingness to work evenings, weekends, and holidays during peak periods.

Preferred Qualifications & Experience

• Experience as a Guest Experience Manager or similar role within a large resort or cruise line.
• Familiarity with arenaflex (formerly Disney) resort operations, policies, and brand standards.
• Background in continuous‑improvement initiatives such as Lean, Six Sigma, or Kaizen.
• Hands‑on experience managing vendor relationships for telecommunications (e.g., Avaya) and CRM platforms.
• Technical proficiency with IT systems that support virtual events, including streaming platforms and webinar software.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary mindset that aligns operational tactics with broader business goals.
• Customer‑Centric Focus: Passion for delivering exceptional guest experiences at every touchpoint.
• Data‑Driven Decision Making: Proficiency in using analytics to drive performance improvements.
• Project Management: Expertise in planning, executing, and delivering complex initiatives on time and within budget.
• Collaboration: Strong partnership skills across marketing, product, technology, and external vendors.
• Technology Savvy: Advanced user of Microsoft Office Suite, Zoom, Microsoft Teams, and CRM tools.
• Adaptability: Comfortable navigating a rapidly changing environment with shifting priorities.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in our people. As a Sales Support & Services Manager, you will have access to:

• Leadership development programs tailored for high‑potential managers.
• Mentorship from senior executives who have shaped the global hospitality industry.
• Cross‑functional rotation opportunities to broaden your expertise in marketing, product, and technology.
• Industry conferences, certifications, and tuition reimbursement for continued education.
• A clear pathway to senior director or vice‑presidential roles within the organization.

Work Environment & Culture at arenaflex

arenaflex prides itself on a vibrant, inclusive, and collaborative culture. Our remote teams enjoy:

• Flexible work schedules that empower you to balance personal and professional commitments.
• A supportive community of peers who share a passion for storytelling and guest delight.
• Regular virtual town halls, team‑building events, and wellness initiatives.
• State‑of‑the‑art technology that enables seamless communication across time zones.
• An environment that celebrates diversity, equity, and inclusion at every level.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the value you bring to the organization. While exact figures are tailored to experience, you can expect:

• Base salary starting at $25 per hour (or equivalent annualized rate) with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with company matching contributions.
• Generous paid time off, holidays, and vacation days.
• Employee discount programs for arenaflex resorts, cruise lines, and merchandise.
• Professional development stipend and access to online learning platforms.
• Remote‑work allowance for home office setup and high‑speed internet.

Why Join arenaflex?

If you are a visionary leader who thrives on creating magical moments for guests, driving operational excellence, and empowering large teams, arenaflex is the place to amplify your impact. You will be at the heart of a globally recognized brand, shaping the future of vacation experiences while enjoying the flexibility of remote work.

Ready to Make an Impact?

Take the next step in your career and become a catalyst for unforgettable guest journeys. Apply now and join the arenaflex family where imagination meets opportunity.