Manager, Owner Advocacy

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take charge of Vacatia’s online reputation and act as a public-facing advocate for property owners.

• Oversee and manage response strategies on platforms such as Trustpilot, Google Business Profiles, Better Business Bureau, TUG, Tripadvisor, and other review sites.

• Respond to reviews using Vacatia’s warm, confident, and genuine brand voice.

• Create and implement campaigns that enhance review volume and ratings.

• Assess and apply reputation management tools effectively.

• Develop dashboards to monitor ratings, sentiment, response times, and emerging trends.

• Interact with TUG, owner Facebook groups, and various social communities.

• Address concerns regarding maintenance fees, availability, and owner exits.

• Recognize issues, investigate concerns, and provide follow-up to aid in resolution.

• Collaborate with Owner Care, Account Directors, and resort leadership to route and address concerns.

• Prepare talking points, FAQs, and communications for Caroline and the leadership team.

• Work with Communications and Legal on media, blogger, influencer, and sensitive public inquiries.

• Identify reputation risks and create escalation and crisis response playbooks.

• Share ongoing feedback and monthly reputation insights with Operations, Owner Care, resort teams, and leadership.

• Mentor resort teams on review generation, guest engagement, and responding to feedback.

⛳️ Requirements

• A minimum of 4 years of experience in public relations, community management, online reputation management, or customer experience, preferably in the hospitality and vacation ownership sectors.

• Experience acting as a public-facing representative for a brand through online communities, social media, press, or customer forums.

• Outstanding writing and communication skills, exhibiting an engaging, confident, personable, and authentic voice.

• Ability to utilize warmth and humor appropriately while approaching situations with empathy and seriousness.

• Demonstrated experience in planning and executing email, SMS, or social campaigns that yield measurable results.

• Practical experience with reputation or social management platforms such as Hootsuite, Birdeye, Reputation.com, or Sprout Social.

• Proficiency in working with data, creating dashboards, and converting insights into actionable recommendations.

• Strong skills in cross-functional collaboration and the ability to drive resolution without direct authority.

• Familiarity with timeshare or vacation ownership audiences and communities, including TUG and owner forums (preferred).

• Experience managing online reviews across multiple locations in a multi-property, franchise, or hospitality setting (preferred).

• Background in developing crisis communications, service recovery strategies, or customer advocacy programs (preferred).

🏝️ Benefits

• Become a well-known, trusted voice for Vacatia among property owners and guests.

• Develop and spearhead a reputation management strategy across an expanding resort portfolio.

• Transform customer feedback into significant enhancements across properties and the overall business.

• Foster a culture of authentic, confident, approachable, thoughtful, and witty communication.