rkdahl
Mouseketeer
- Joined
- Aug 21, 1999
- Messages
- 333
I saw this job posting go up on the WDW career site today. I have to say it makes me feel very good about the work Claire Bilby is driving at DVC these days. For a very long time (since 1993 when we joined DVC) I have felt DVC members were not considered valued customers by the other Disney divisions/organizations. There are so many opportunities for Disney to benefit in many, many ways from members and yet they seem to struggle in utilizing the membership and discovering their true value to Disney as a whole.
Sure over the years there have been the $100 off annual passes, and 10% discounts here and there. But Disney has done almost nothing to truly show value to DVC members by Disney's various lines of businesses. I can think of 10 things off the top of my head where DVC members would jump at truly meaningful value propositions at ABD, DCL, the Parks, etc if these were offered, but they haven't been. By creating improved cross brand relationships within the Walt Disney Company, both Disney and members would benefit in a meaningful, value oriented way. It would be light years ahead of what they have done in the past. Hasn't it seemed like the other Disney lines of business actually fought DVC management in years gone by when they Half heartlessly tried to create some member perk. It got so watered down it was laughable. They never ever truly explored in a creative way the value a DVC member family could bring to all Disney divisions besides Disney Vacation Club.
In any case, I am up on my soapbox here because I feel so strongly about this. So read over this job posting closely and look at what a vision Claire is bringing to DVC. I think this is outstanding for her to be driving this and creating a position that reports directly to her. It shows what value she sees in DVC members. I am hoping over time this will result in all kinds of new cross divisional programs, discounts, and exciting opportunities for DVC members to share with their families. Certainly it will also bring increased value and revenue to Disney as well. And that's just fine too.
Here is the job posting that went up today on the Disney career site. Maybe I should apply for it!
VP Member Experiences and Club Management
Location: Lake Buena Vista, FL
Job ID: 65681BR-1
The Vice President, Member Experiences and Club Management is responsible for leading all aspects of the relationship between Disney Vacation Club (DVC) and Member families (approx 200K households) and also for the DVC strategy planning and business integration organization. The incumbent will drive complex change management to redefine the overall member experience, enhance member benefits, and simplify the member membership. The role will develop high level strategic plans for Member engagement to build upon Member loyalty and help enable revenue drivers.
This position is based in Orlando, Florida and reports directly to the Senior Vice President and General Manager for DVC.
There are approximately 200,000 DVC Member families. DVC Members have made significant financial commitments and entrusted DVC with their vacations for decades to come. Their satisfaction is critical to the Disney brand, Walt Disney Parks & Resorts performance, and to DVC financial results. From a sales perspective, DVC Member add-ons and referrals make up half of DVC sales (contributing $200M annually). DVC Members are one of the most valuable Disney guests, and are one of our largest vocal advocates we have for the company. The DVC Member experience is complex and dynamic, crossing:
Multiple DVC disciplines including Member Services, Resort Operations, Sales, Marketing, Member Administration, and Member Accounting /Condo Finance
Other Disney businesses including Theme Parks, Hotels, Disney Cruise Line (DCL) and Adventures by Disney (ABD)
Outside entities including Resort Condominiums International (RCI) and the Concierge Collection of hotel properties
Responsibilities
Provide overall leadership and strategic direction to the Member satisfaction/communication team, Member Accounting, Member Administration, the Member Services call center, and the Business Standards and Regulatory Affairs teams.
Develop and implement the Member getaways/exchanges strategy (identify internal and external partners, negotiations, contracting and communication)
Identify, develop, and implement DVC Member experience enhancement strategies that are focused on experiences, events, unique discounts, and other benefits at Disneyland Resort (DLR), Walt Disney World (WDW), Aulani
Partner with International Disney Sites (Tokyo Disney Resort, Disneyland Paris Resort, Hong Kong Disneyland) to negotiate net rates and member benefits
Redefine and implement Member benefits that improve DVC Member satisfaction and align to pricing/financial goals established for the DVC business
Engage and negotiate new exchange opportunities with internal/external partners, and organizations
Partner and work closely with WDP&R Pricing, Park & Resort Operations, Revenue Management, and other key business stakeholders (e.g. Next Generation Experience) to help advance DVC Member engagement strategies and overall DVC business plans
Work closely with cross-functional teams across the organization to include Global Business Development on the DVC product growth strategy
Continuously measure sales performance and DVC Member satisfaction against leading indicators and recommend/advance continuous improvements as necessary
Build and maintain relationships, and partner across the various business units to identify and leverage appropriate synergy opportunities that help build upon the DVC Member experience
Manage resale/buy back policies and practices and monitor and update DVC resort Point Charts
Leadership Competences and Capabilities for the Role
Leadership
Demonstrated team leadership experience
Strong and caring leadership with proven track record in managing teams
Proven self-starter and ability to challenge and motivate people to reach their highest potential
Ability to interact with all levels in the organization in an effective and productive manner
Ability to lead others in cross-functional projects
Interpersonal Skills
Internally driven and self-motivated performer
Demonstrated strong partnering and collaboration skills
Ability to and demonstrated experience with fostering open communication with others
Business Acumen
A problem-solver with good judgment and is results oriented
A strategic thinker with ability to make decisions and translate strategies to action
Strong understanding of the vacation ownership/hospitality business
Technical Skills
Demonstrated financial analytics and business planning
Ability to apply strong creative and strategic thinking skills
Strong written and verbal communications skills
Proven project management experience
Strong understanding of and experience with continuous improvement and measurement processes
Strong understanding of and experience with Guest/Member research and ability to translate data into a business strategy/plan
Basic Qualifications
Proven track record and demonstrated executive level leadership experience
Minimum 8 – 10 years demonstrated ability in strategic planning, business/product development, or equivalent
Proven experience in quantitative disciplines, such as Finance, Research, Industrial Engineering, or equivalent
Proven ability in studying Guest/Member relationships to drive satisfaction and engagement in the vacation ownership/hospitality industry.
Demonstrated strong integration, problem solving, and analytical skills
Ability to think creatively and strategically
Proven experience in broadly influencing internal and external stakeholders, building strategic alliances/relationships, and working with/across all levels and various business units within an organization
Strong interpersonal and communication skills
Strong negotiation skills
Strong understanding of and experience with continuous improvement and measurement processes
Disciplined organizational skills in all aspects of job performance with strong attention to detail
Demonstrated strong project management experience with a sense of urgency in follow up
Preferred Education
MBA
Required Education
Undergraduate degree or equivalent
Additional Information
©Disney is an equal opportunity employer. Drawing Creativity from Diversity.
Sent from my iPad using DISBoards
Sure over the years there have been the $100 off annual passes, and 10% discounts here and there. But Disney has done almost nothing to truly show value to DVC members by Disney's various lines of businesses. I can think of 10 things off the top of my head where DVC members would jump at truly meaningful value propositions at ABD, DCL, the Parks, etc if these were offered, but they haven't been. By creating improved cross brand relationships within the Walt Disney Company, both Disney and members would benefit in a meaningful, value oriented way. It would be light years ahead of what they have done in the past. Hasn't it seemed like the other Disney lines of business actually fought DVC management in years gone by when they Half heartlessly tried to create some member perk. It got so watered down it was laughable. They never ever truly explored in a creative way the value a DVC member family could bring to all Disney divisions besides Disney Vacation Club.
In any case, I am up on my soapbox here because I feel so strongly about this. So read over this job posting closely and look at what a vision Claire is bringing to DVC. I think this is outstanding for her to be driving this and creating a position that reports directly to her. It shows what value she sees in DVC members. I am hoping over time this will result in all kinds of new cross divisional programs, discounts, and exciting opportunities for DVC members to share with their families. Certainly it will also bring increased value and revenue to Disney as well. And that's just fine too.
Here is the job posting that went up today on the Disney career site. Maybe I should apply for it!
VP Member Experiences and Club Management
Location: Lake Buena Vista, FL
Job ID: 65681BR-1
The Vice President, Member Experiences and Club Management is responsible for leading all aspects of the relationship between Disney Vacation Club (DVC) and Member families (approx 200K households) and also for the DVC strategy planning and business integration organization. The incumbent will drive complex change management to redefine the overall member experience, enhance member benefits, and simplify the member membership. The role will develop high level strategic plans for Member engagement to build upon Member loyalty and help enable revenue drivers.
This position is based in Orlando, Florida and reports directly to the Senior Vice President and General Manager for DVC.
There are approximately 200,000 DVC Member families. DVC Members have made significant financial commitments and entrusted DVC with their vacations for decades to come. Their satisfaction is critical to the Disney brand, Walt Disney Parks & Resorts performance, and to DVC financial results. From a sales perspective, DVC Member add-ons and referrals make up half of DVC sales (contributing $200M annually). DVC Members are one of the most valuable Disney guests, and are one of our largest vocal advocates we have for the company. The DVC Member experience is complex and dynamic, crossing:
Multiple DVC disciplines including Member Services, Resort Operations, Sales, Marketing, Member Administration, and Member Accounting /Condo Finance
Other Disney businesses including Theme Parks, Hotels, Disney Cruise Line (DCL) and Adventures by Disney (ABD)
Outside entities including Resort Condominiums International (RCI) and the Concierge Collection of hotel properties
Responsibilities
Provide overall leadership and strategic direction to the Member satisfaction/communication team, Member Accounting, Member Administration, the Member Services call center, and the Business Standards and Regulatory Affairs teams.
Develop and implement the Member getaways/exchanges strategy (identify internal and external partners, negotiations, contracting and communication)
Identify, develop, and implement DVC Member experience enhancement strategies that are focused on experiences, events, unique discounts, and other benefits at Disneyland Resort (DLR), Walt Disney World (WDW), Aulani
Partner with International Disney Sites (Tokyo Disney Resort, Disneyland Paris Resort, Hong Kong Disneyland) to negotiate net rates and member benefits
Redefine and implement Member benefits that improve DVC Member satisfaction and align to pricing/financial goals established for the DVC business
Engage and negotiate new exchange opportunities with internal/external partners, and organizations
Partner and work closely with WDP&R Pricing, Park & Resort Operations, Revenue Management, and other key business stakeholders (e.g. Next Generation Experience) to help advance DVC Member engagement strategies and overall DVC business plans
Work closely with cross-functional teams across the organization to include Global Business Development on the DVC product growth strategy
Continuously measure sales performance and DVC Member satisfaction against leading indicators and recommend/advance continuous improvements as necessary
Build and maintain relationships, and partner across the various business units to identify and leverage appropriate synergy opportunities that help build upon the DVC Member experience
Manage resale/buy back policies and practices and monitor and update DVC resort Point Charts
Leadership Competences and Capabilities for the Role
Leadership
Demonstrated team leadership experience
Strong and caring leadership with proven track record in managing teams
Proven self-starter and ability to challenge and motivate people to reach their highest potential
Ability to interact with all levels in the organization in an effective and productive manner
Ability to lead others in cross-functional projects
Interpersonal Skills
Internally driven and self-motivated performer
Demonstrated strong partnering and collaboration skills
Ability to and demonstrated experience with fostering open communication with others
Business Acumen
A problem-solver with good judgment and is results oriented
A strategic thinker with ability to make decisions and translate strategies to action
Strong understanding of the vacation ownership/hospitality business
Technical Skills
Demonstrated financial analytics and business planning
Ability to apply strong creative and strategic thinking skills
Strong written and verbal communications skills
Proven project management experience
Strong understanding of and experience with continuous improvement and measurement processes
Strong understanding of and experience with Guest/Member research and ability to translate data into a business strategy/plan
Basic Qualifications
Proven track record and demonstrated executive level leadership experience
Minimum 8 – 10 years demonstrated ability in strategic planning, business/product development, or equivalent
Proven experience in quantitative disciplines, such as Finance, Research, Industrial Engineering, or equivalent
Proven ability in studying Guest/Member relationships to drive satisfaction and engagement in the vacation ownership/hospitality industry.
Demonstrated strong integration, problem solving, and analytical skills
Ability to think creatively and strategically
Proven experience in broadly influencing internal and external stakeholders, building strategic alliances/relationships, and working with/across all levels and various business units within an organization
Strong interpersonal and communication skills
Strong negotiation skills
Strong understanding of and experience with continuous improvement and measurement processes
Disciplined organizational skills in all aspects of job performance with strong attention to detail
Demonstrated strong project management experience with a sense of urgency in follow up
Preferred Education
MBA
Required Education
Undergraduate degree or equivalent
Additional Information
©Disney is an equal opportunity employer. Drawing Creativity from Diversity.
Sent from my iPad using DISBoards
Bill
