Training Specialist (Direct Marketing)

• Area of Talent: Call Center
• HR Division: Call Center

At Hilton Grand Vacations, our Team Members are at the heart of everything we do. Through our inclusive culture of belonging, we celebrate the uniqueness of every individual and empower our people to create unforgettable experiences for our Members and Guests. As an award-winning workplace, we're committed to supporting career growth, recognizing achievements, and fostering an environment where everyone can thrive.

We're looking for a passionate and dynamic Training Specialist to join our Direct Marketing team. In this role, you will be responsible for onboarding, training, coaching, and developing Team Members to ensure they have the skills and confidence needed to succeed. You will play a critical role in enhancing performance, driving engagement, and supporting operational excellence.

What You'll Do

Onboarding & New Hire Experience

• Facilitate onboarding activities for new Direct Marketing Team Members.
• Partner with Global Team Member Services (GTMS) to ensure completion of employment documentation and onboarding requirements.
• Deliver orientation programs and introduce Team Members to company culture, values, and expectations.

• Create a welcoming and engaging learning environment that supports successful transitions into new roles.

Training & Development

• Design, develop, and deliver instructor-led, virtual, and e-learning training programs.
• Create training materials, workshops, train-the-trainer programs, and learning resources focused on sales performance, customer engagement, product knowledge, and retention.
• Track trainee attendance, participation, and training completion records.
• Ensure all training documentation is accurately maintained within company systems.
• Stay current on changes to products, systems, procedures, sales strategies, and quality standards.

• Promote continuous learning and leadership development opportunities across the organization.

Performance Coaching & Development

• Monitor trainee productivity, sales performance, and learning progress.
• Evaluate training effectiveness and identify opportunities for improvement.
• Provide ongoing coaching, feedback, and reinforcement of skills to support performance goals.
• Conduct call monitoring and quality assessments to identify trends and developmental opportunities.

• Partner with leaders to develop action plans that improve individual and team performance.

Team Member Support & Employee Relations

• Address Team Member concerns and training-related challenges in a professional and timely manner.
• Partner with leadership and GTMS regarding policy adherence, performance concerns, and corrective actions when necessary.
• Foster a positive, inclusive, and safe learning environment.
• Collaborate with supervisors, Team Leads, and Sales Coaches to ensure successful transitions from training into operational teams.

Qualifications

Required Qualifications

• Minimum 2- 3 years of experience in Training, Learning & Development, Facilitation, Coaching, or a related field.
• Experience delivering instructor-led training and onboarding programs.
• Strong coaching, facilitation, presentation, and communication skills.
• Proficiency with Microsoft Office Suite 
• Strong organizational, interpersonal, and problem-solving skills.

Preferred Qualifications

• Experience within hospitality, vacation ownership, sales, direct marketing, or contact center environments.

• Knowledge of adult learning theory and instructional design principles.

Success in This Role

The ideal candidate is:

• Passionate about training and developing others.
• A confident facilitator who can connect with diverse audiences.
• Results-oriented and driven by helping others achieve success.
• Comfortable using performance metrics to drive learning outcomes.

• Adaptable, collaborative, and committed to continuous improvement.

Why Join Us?

Industry-Leading Benefits

• Comprehensive Medical, Dental, and Vision coverage
• 401(k) with company match
• Education Assistance programs
• Paid Time Off and work-life balance support
• Career growth and internal advancement opportunities
• Team Member recognition programs
• Travel benefits and more
• Benefits start on your first day of work with no waiting period!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At Hilton Grand Vacations, we believe every Team Member plays an important role in creating unforgettable memories. If you're passionate about developing talent, inspiring performance, and making a meaningful impact, we'd love to hear from you.