Manager, Customer Listening Center & Social Listening
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
JOB SUMMARY
The Manager Customer Listening Center plays a critical role in translating customer signals into actionable insights that inform enterprise decision-making and elevate the customer experience. The Customer Listening Center (CLC) product brings together all forms of customer feedback - from surveys and social media to phone calls and chats - into a unified platform that drives prioritization and strategy of global customer pain points and insights.
This role leads social listening strategy and synthesis across platforms integrating social Voice of Customer (VOC) and emerging customer signals into broader customer experience intelligence along with supporting the broader mission of the CLC. This position supports the operationalization interpretation and socialization of insights surfaced through the CLC. The Manager ensures social VOC and real-time customer sentiment is accurately represented contextualized and activated across the organizationwhile enabling stakeholders to effectively consume and apply insights in their decision-making.
The role works cross-functionally with Enterprise Data Analytics & AI Digital Loyalty Operations and corporate partners to identify emerging themes risks and opportunities. This leader provides expertise in social and VOC analytics narrative development and insight storytelling helping bridge data to action.
This position requires strong analytical judgment stakeholder management and communication skills along with the ability to synthesize complex data into clear implications and recommendations. The Senior Manager will manage agency resources contribute hands-on analysis and continuously evolve social listening practices to support enterprise CX priorities.
CANDIDATE PROFILE
Education and Experience:
- 4-year degree from an accredited university in Business Administration Marketing or related major and 4 years of relevant professional experience demonstrating progressive career growth and a pattern of exceptionalperformance;
OR
- 4yearsofrelevantprofessionalexperienceinmarketingorrelatedfunctiondemonstratingprogressivecareergrowthandpatternof exceptionalperformance.
- Experience with storytelling and working with socialmedia.
- Demonstrated ability to balance the interests and demands of multiplestakeholders.
- Demonstrated ability to simply map out complex process flow andprocedures.
CORE WORK ACTIVITIES
- Produce synthesized insights implications and related strategic recommendations using social media data that drive customer-centric strategy and initiativedevelopment.
- Lead and support daily M Live social media reporting and analytics striving to quickly identify new/emerging themes in social media and distribute to theorganization.
- Support operations of the command centers M Live platform and real-time technologydashboards.
- Partner with in-Continent M-Live leaders and Social Platforms support teams to improve data integration and workflow efficiencies across the social mediateams.
- Proactively identify ways to incorporate social media analyses with other consumer research data analysis and other insight-gathering activities to minimize investment and maximize value toMI.
- Effectively coordinate with extended Global Insights Strategy and Analytics team members and when needed external vendors/suppliers to ensure social media insights are delivered in a timely high quality and cost-effectivemanner.
- Effectively manages multiple internal clients and projectssimultaneously.
Delivering on the Needs of Key Stakeholders
- Understands and meets the needs of keystakeholders.
- Develops specific goals and plans to prioritize organize and accomplishwork.
- Determines priorities schedules plans and necessary resources to ensure completion of any projects onschedule.
- Collaborates with internal partners and stakeholders to support business/initiativestrategies.
- Synthesizes findings from social media sources; creates meaningful insights and clear implications foraction.
- Communicates concepts in a clear and persuasive manner that is easy tounderstand.
- Generates and provides accurate and timely results in the form of reports presentationsetc.
- Demonstrates an understanding of businesspriorities.
Maintaining Goals
- Submits reports in a timely manner ensuring delivery deadlines aremet.
- Promotes the documenting of project progressaccurately.
- Provides input and assistance to other teams regardingprojects.
Managing Work Projects and Policies
- Manages and implements work and projects asassigned.
- Generates and provides accurate and timely results in the form of daily reports presentationsetc.
- Analyzes information and evaluates results to choose the best solution and solveproblems.
- Provides timely accurate and detailed status reports asrequested.
- Builds strong relationships with stakeholders team members and vendorpartners.
Demonstrating and Applying Discipline Knowledge
- Provides technical expertise and support to persons inside and outside of thedepartment.
- Demonstrates knowledge of job-relevant issues products systems andprocesses.
- Demonstrates knowledge of function-specificprocedures.
- Keeps up-to-date technically and applies new knowledge tojob.
- Uses computers and computer systems (including hardware and software) to enter data and/ or processinformation.
Additional Responsibilities
- Provides information to supervisors and co-workers by telephone in written form e-mail or in person in a timelymanner.
- Demonstrates self-confidence energy andenthusiasm.
- Informs and/or updates leaders on relevant information in a timelymanner.
- Manages time effectively and conducts activities in an organizedmanner.
- Presents ideas expectations and information in a concise organizedmanner.
- Uses problem solving methodology for decision making and followup.
- Performs other reasonable duties as assigned bymanager.
As written these are not experiences. If a required one please use experience with or demonstrated ability so a candidate can speak to their past performance in these areas
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Manager
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
