VIP Operations Specialist

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

📋 Description

• Assist in the planning, execution, and coordination of VIP marketing campaigns, promotions, events, and operational initiatives.

• Collaborate with the VIP Marketing Projects Manager on project planning, timelines, deliverables, and cross-functional communication.

• Monitor project milestones and provide regular status updates to leadership.

• Create project documentation, reports, presentations, and Standard Operating Procedures (SOPs).

• Organize operational logistics for VIP marketing initiatives and departmental projects.

• Identify areas for improving operational workflows and suggest process enhancements.

• Manage and ensure the integrity and consistency of VIP operational data across Salesforce, Blackthorn, and Spoke Phone.

• Build, launch, and oversee Salesforce campaigns that support VIP communications, promotions, events, and marketing initiatives.

• Conduct regular audits of CRM data to discover inconsistencies and maintain data quality.

• Resolve Salesforce-related issues, submit IT support tickets, and oversee their resolution until completion.

• Assist in system testing and the implementation of new CRM functionalities and operational enhancements.

• Keep documentation of CRM processes, workflows, and system updates up to date.

• Reconcile daily and monthly property comp reports, identify discrepancies, and communicate findings to Finance and Revenue teams.

• Maintain precise budget tracking reports and dashboards for leadership.

• Help with invoice tracking and reconciliation to ensure timely processing.

• Collaborate with Finance to communicate budget variances and support forecasting efforts.

• Monitor departmental budgets against forecasts, including event expenses, ticket allocations and blocks, vendor invoices, one-off ticket requests, marketing, and operational costs.

• Oversee and troubleshoot Slack workflows that support VIP operations and internal communications.

• Manage and maintain Zapier integrations and automated Slack notifications.

• Update and maintain host contact tables that facilitate Slack workflows and automated alerts.

• Work with Loyalty Operations to ensure shared contact tables are accurate and operational.

• Assess workflow performance and proactively seek opportunities for automation and operational enhancements.

• Coordinate onboarding activities for new VIP team members under the guidance of department leadership.

• Contribute to ongoing improvements in the department's onboarding and intake process.

• Assign learning paths and required training through Udemy Business or other Learning Management Systems.

• Track training completion and distribute periodic compliance reports.

• Collaborate with Learning & Development to keep training content and documentation current.

• Maintain onboarding guides, departmental documentation, and operational resources.

• Support departmental reporting, audits, and operational initiatives.

• Facilitate communication among stakeholders to ensure project timelines are met.

• Assist leadership with special projects and operational initiatives as assigned.

• Act as a liaison between VIP Marketing and internal departments including Finance, Revenue Management, Loyalty, Information Technology, Learning & Development, and Marketing.

⛳️ Requirements

• Proficient in Salesforce CRM, particularly in campaign creation, reporting, and data management.

• Experience with Salesforce-integrated platforms such as Blackthorn and Spoke Phone, or the capability to quickly learn new systems.

• Familiarity with Slack, including Workflow Builder and channel administration.

• Experience utilizing automation platforms like Zapier.

• Advanced skills in Microsoft Excel and/or Google Sheets, including formulas, pivot tables, reconciliation, and reporting.

• Experience with Learning Management Systems such as Udemy Business or similar platforms.

• Strong ability to learn new technologies and business systems.

• Exceptional organizational and time management skills with the capacity to prioritize competing deadlines.

• Strong analytical and problem-solving abilities with keen attention to detail.

• Capability to identify discrepancies, analyze operational data, and propose solutions.

• Excellent written and verbal communication skills.

• Ability to work independently while effectively collaborating across multiple departments.

• Strong customer service orientation when supporting internal stakeholders.

• Adaptable and comfortable in a dynamic, fast-paced environment.

• Proven ability to maintain confidentiality and exercise sound judgment.

🏝️ Benefits

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid / remote working environment

• Startup culture backed by a secure, global brand