Senior Manager - CEC Strategic Initiatives - Loyalty
Senior Manager - CEC Strategic Initiatives - Loyalty
Posted on :
17-03-2025
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1 Vacancy
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Yearly Salary
$ 98500 - 166100
Vacancy
1 Vacancy
Posted on :
17-03-2025
Job Description
Description
JOB SUMMARY
Marriotts Customer Engagement Centers (CECs) provide global customer service reservations and loyalty program support across voice email and chat channels. The Senior Manager CEC Strategic Initiatives will design and implement changes in the CECs to support our everevolving Loyalty Program. This role will work directly with loyalty operations to ensure proper pull through of the program and drive loyalty performance metrics. This position will be responsible for successful implementation of all Loyaltyimpacting programs and processes within the CECs. These include changes to currency and earnings changes to program benefits changes to program branding or structures implementation of new partnerships or partnership benefits program promotions and changes to CECspecific processes or systems (particularly reservation booking platform) that specifically support Marriotts Loyalty program. This role will also support cobrand credit card initiatives including businessasusual (BAU) operations and new card launches. This role will provide feedback on systems enhancement and requirements to HQ team to ensure the reservation booking platform is fully optimized and is nimble to respond to loyalty marketing and operations for our members. Finally this position will play a critical role in supporting the Loyalty Business Transformation (LBT) as the program transitions to a new technology platform.
CORE WORK ACTIVITIES
LoyaltyCEC Strategy
Develop strategies and implement changes in the CEC organization to support the ongoing evolution of Marriotts Loyalty Program.
Partner with Loyalty organization and other CEC functions to develop and implement plans to support loyalty program changes related to currency redemption and earnings structure and member benefits (e.g. PeakOffPeak).
Build plans spanning change management workforce management knowledge management training content creation training delivery quality assurance and technology to ensure successful deployment of Loyalty initiatives.
Define CEC strategy and approach to support the implementation of new partnerships or partnership benefits (e.g. airline partners).
Partner with IT and CEC Technology teams to support CEC processes or systems (particularly Reservation booking platform) that specifically support Marriotts Loyalty program.
Partner with other CEC Strategy functions to support the evolution of our Case Management platform to ensure case types and workflows provide associates with the right processes and guidance to respond to member needs.
Collaborate with CEC functions including Business Analytics Operations and Strategy to identify need areas for improvements in Loyalty related processes (e.g. use of certificates visibility into member history).
Partner with other CEC Strategy team members to understand impact of Enterprisewide initiatives that have impact on loyalty program and member benefits and ensure CEC organization is positioned to support such initiatives from a Loyalty program perspective.
Provide ongoing subject matter expertise to support the refinement/development and documentations of existing/new processes to inform our Knowledge Management Communication and Training development efforts.
Monitor and drive performance metrics for the Loyalty Care and Sr. Elite Knowledge Groups to ensure alignment with business objectives and member satisfaction goals.
Lead business diagnostics to develop baseline assessments and identify areas of opportunity in the Loyalty Care and Sr. Elite Knowledge Groups.
Provide leadership and subject matter expertise on critical technology projects that impact Loyalty workflows and processes.
Support the implementation and ongoing management of cobrand credit card programs including BAU operations and new card launches.
Play a critical role in supporting Loyalty business transformation efforts particularly the migration to a new technology platform ensuring alignment across CEC functions.
Develop strategies and implement changes in the CEC organization to support the ongoing evolution of Marriotts Loyalty Program.
Partner with Loyalty organization and other CEC functions to develop and implement plans to support loyalty program changes related to currency redemption and earnings structure and member benefits (e.g. PeakOffPeak).
Build plans spanning change management workforce management knowledge management training content creation training delivery quality assurance and technology to ensure successful deployment of Loyalty initiatives.
Define CEC strategy and approach to support the implementation of new partnerships or partnership benefits (e.g. airline partners).
Partner with IT and CEC Technology teams to support CEC processes or systems (particularly Reservation booking platform) that specifically support Marriotts Loyalty program.
Partner with other CEC Strategy functions to support the evolution of our Case Management platform to ensure case types and workflows provide associates with the right processes and guidance to respond to member needs.
Collaborate with CEC functions including Business Analytics Operations and Strategy to identify need areas for improvements in Loyalty related processes (e.g. use of certificates visibility into member history).
Partner with other CEC Strategy team members to understand impact of Enterprisewide initiatives that have impact on loyalty program and member benefits and ensure CEC organization is positioned to support such initiatives from a Loyalty program perspective.
Provide ongoing subject matter expertise to support the refinement/development and documentations of existing/new processes to inform our Knowledge Management Communication and Training development efforts.
Monitor and drive performance metrics for the Loyalty Care and Sr. Elite Knowledge Groups to ensure alignment with business objectives and member satisfaction goals.
Lead business diagnostics to develop baseline assessments and identify areas of opportunity in the Loyalty Care and Sr. Elite Knowledge Groups.
Provide leadership and subject matter expertise on critical technology projects that impact Loyalty workflows and processes.
Support the implementation and ongoing management of cobrand credit card programs including BAU operations and new card launches.
Play a critical role in supporting Loyalty business transformation efforts particularly the migration to a new technology platform ensuring alignment across CEC functions.
CANDIDATE PROFILE
Education and Experience
4year degree from an accredited university in Business Administration marketing Hotel and Restaurant Management or related major; 2 years experience in the business sales and marketing management operations or related professional area.
OR
2year graduate degree from an accredited university in Business Administration or related major; no work experience required.
OR
6 years of relevant professional experience in project management or related function demonstrating progressive career growth and patten of exceptional performance.
Minimum of 4 years of process improvement experience; experience with Six Sigma or other process improvement methodology is preferred.
Minimum of 2 years leading enterprise service design or similar project programs is preferred.
Significant experience managing project budgets.
Experience in designing persuasive business cases and estimating contact center workforce impacts.
Experience in enterprise project management; PMP Certification preferred.
Some travel required.
4year degree from an accredited university in Business Administration marketing Hotel and Restaurant Management or related major; 2 years experience in the business sales and marketing management operations or related professional area.
OR
2year graduate degree from an accredited university in Business Administration or related major; no work experience required.
OR
6 years of relevant professional experience in project management or related function demonstrating progressive career growth and patten of exceptional performance.
Minimum of 4 years of process improvement experience; experience with Six Sigma or other process improvement methodology is preferred.
Minimum of 2 years leading enterprise service design or similar project programs is preferred.
Significant experience managing project budgets.
Experience in designing persuasive business cases and estimating contact center workforce impacts.
Experience in enterprise project management; PMP Certification preferred.
Some travel required.
MANAGEMENT COMPETENCIES
Leadership
Adaptability Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Leading Through Vision and Values Keeps the organizations vision and values at the forefront of employee decision making and action.
Managing Change Initiates and/or manages the change process and energizes it on an ongoing basis taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
Problem Solving and Decision Making Identifies and understands issues problems and opportunities; obtains and compares information from different sources to draw conclusions develops and evaluates alternatives and solutions solves problems and chooses a course of action.
Professional Demeanor Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Strategy Development Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and of business plans through effective planning organizing and ongoing evaluation processes.
Adaptability Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Leading Through Vision and Values Keeps the organizations vision and values at the forefront of employee decision making and action.
Managing Change Initiates and/or manages the change process and energizes it on an ongoing basis taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
Problem Solving and Decision Making Identifies and understands issues problems and opportunities; obtains and compares information from different sources to draw conclusions develops and evaluates alternatives and solutions solves problems and chooses a course of action.
Professional Demeanor Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Strategy Development Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and of business plans through effective planning organizing and ongoing evaluation processes.
Managing
Strategy Ensures successful across of business plans designed to maximize customer satisfaction profitability and market share through effective planning organizing and ongoing evaluation processes.
Driving for Results Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Strategy Ensures successful across of business plans designed to maximize customer satisfaction profitability and market share through effective planning organizing and ongoing evaluation processes.
Driving for Results Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Building Relationships
Building and Contributing to Teams Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Customer Relationships Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the companys service standards.
Global Mindset Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Strategic Partnerships Develops collaborative relationships with fellow employees and business partners by making them feel valued appreciated and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g. HR Sales & Marketing Finance Revenue Management) to achieve objectives; maintains effective external relations with government business and industry in respective countries; performs effectively as a liaison between locations disciplines and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Building and Contributing to Teams Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Customer Relationships Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the companys service standards.
Global Mindset Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Strategic Partnerships Develops collaborative relationships with fellow employees and business partners by making them feel valued appreciated and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g. HR Sales & Marketing Finance Revenue Management) to achieve objectives; maintains effective external relations with government business and industry in respective countries; performs effectively as a liaison between locations disciplines and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Generating Talent and Organizational Capability
Organizational Capability Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Organizational Capability Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Learning and Applying Professional Expertise
Continuous Learning Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
Technical Acumen Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations generate innovative solutions to approach functionspecific work challenges and function as a thought leader in his or her area of expertise.
Business Acumen Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Basic Competencies Fundamental competencies required for accomplishing basic work activities.
Continuous Learning Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
Technical Acumen Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations generate innovative solutions to approach functionspecific work challenges and function as a thought leader in his or her area of expertise.
Business Acumen Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Basic Competencies Fundamental competencies required for accomplishing basic work activities.
- Basic Computer Skills Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.
- Mathematical Reasoning Adds subtracts multiplies or divides quickly correctly and in a way that allows one to solve workrelated issues.
- Oral Comprehension Listens to and understands information and ideas presented through spoken words and sentences.
- Reading Comprehension Understands written sentences and paragraphs in work related documents.
- Writing Communicates effectively in writing as appropriate for the needs of the audience.
The salary range for this position is $98500 to $166100 annually. In addition to the annual salary the position will be eligible to receive an annual bonus.
Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical dental vision health care flexible spending account dependent care flexible spending account life insurance disability insurance accident insurance adoption expense reimbursements paid parental leave educational assistance 401(k) plan stock purchase plan discounts at Marriott properties commuter benefits employee assistance plan and childcare discounts. Benefits are subject to terms and conditions which may include rules regarding eligibility enrollment waiting period contribution benefit limits election changes benefit exclusions and others.
The application deadline for this position is 28 days after the date of this posting February 17 2025.
Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive peoplefirst culture.We are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
Senior Manager
Employment Type
Full-Time
Key Skills
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