Marriott Sr. Manager, MDS Client Services in Boston, Massachusetts
Job Number 22200012
Job Category Sales & Marketing
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Located Remotely? Y
Position Type Management
The Sr. Manager, MDS Client Services is responsible and accountable for the client service and delivery of select MDS products and services, with primary focus on the maintenance, success, and growth of the Hotel Website Optimization (HWSO) program and also serve as the lead for the Essentials SEO program. The HWSO program powers the digital activation, SEO, and content support for 1,000+ hotels across the US & Canada. This role will be responsible for building on program successes, modifying as necessary, and working with MDS’ vendor partner to ensure impeccable client service to participating hotels. The Essentials SEO program is an internal above property service focused on key SEO tactical delivery for select hotels across North America.
This role is responsible and accountable for the overall administration of the HWSO program, the supporting organization, program growth, client satisfaction, and vendor partner management. The Senior Manager works closely with MDS’ vendor partner to effectively deploy account managers to support participating hotels, and maintain expected service levels and program progress.
The Sr. Manager, MDS Client Services identifies and closes digital product or service gaps within the HWSO program, and proposes solutions that meets the customers objectives. The role helps to expand hotel engagement by driving awareness of the program, and encourage new sales of this and other MDS programs and services.
This role is also the key escalation point for HWSO hotel contacts, vendor issues, and program gaps. The Sr. Manager ensures MDS internal and external stakeholders are aware of customer engagement and develop strategic plans to grow, protect and enhance current business levels by providing guidance and insights to the customer on enrollment and right-sizing opportunities.
Marriott Digital Services (MDS) is an in-house digital marketing team. MDS provides hotels with a variety of digital & marketing services, and functions as an agency-like model within the Marriott International Global Digital organization.
Education and Experience
5+ years experience in leading project teams, account management, or equivalent experience
BS/BA degree in marketing, communications, hospitality management, related field, or equivalent experience/certification.
Strong presentation skills, business acumen, and credibility with executives.
CORE WORK ACTIVITIES
Strategy & Leadership
Leads management and growth efforts for HWSO program, ensuring program operations are working well, pinpointing and solving service delivery issues, and leading the charge for program enhancements.
Works with and leads oversight of key vendor partners to execute and carry out the programs fully.
Steers and directs any client outreach and communication, working with internal teams to refine program process, and ensuring vendor support teams exceed expectations.
Acts as the primary liaison between MDS and vendor partner teams to execute the HWSO program, provide deliverables to participating hotels, and ensure program success.
Uncovers operational or client services inefficiencies, and powers change with MDS and vendor teams.
Monitors enrollment for assigned products to ensure high levels of satisfaction and efficiency.
Provides program insights and updates to MDS leadership to review ongoing health of the HWSO program.
Monitor and tracks stakeholder engagement for enrolled hotels working to apply proactive and reactive strategies to increase engagement, investment and satisfaction.
Responsible for on-going administration (enrollment, client delivery workflows, delivery) of assigned programs and services in partnership with vendors and internal MDS teams (business support, traffic & workflow, operations).
Drives business development efforts to grow program participation across the US & Canada
Conducts regular reviews and has regular engagement with hotel customers, driving engagement, uncovering pain-points, and encouraging ongoing investment.
Align the strategy, execution, and optimization of ALL customer activity with MDS, keeping team informed of product or service progress and next steps.
Provide portfolio level insights to customer accounts when applicable, to keep hotel contacts engaged and informed of digital activation across their portfolio.
Identify and close digital product or service gaps, providing recommendations and investment opportunities through strategic plans by account to grow, protect and enhance current business levels by providing guidance and insights to the customer on enrollment and right-sizing opportunities.
Be an escalation point for customers buying specific products, programs and services
Own the cancelation and upgrade/downgrade process for hotels looking to make changes.
Ensure MDS internal / external stakeholders are aware of customer engagement and strategy
Ownership and management of financial framework for specific products / services.
Promote exceptional client satisfaction focused on achieving Net Promoter Score (NPS) targets across Programs and Products under management
Champion MDS NPS targets and build stakeholder awareness on how input is leveraged to make product enhancements.
Regularly review HWSO NPS scores and client verbatims.
Works closely with MDS Customer Success and MDS program and product teams on mitigation/improvement plans to convert detractors and passives into promoters.
Transform stakeholder feedback into user stories that power scheduled program sprints, which aim to address program deficiencies with immediate solutions.
Continual education and self-growth through reading industry blogs, social media, white papers, cases studies, research briefs, etc.
Attends relevant industry conferences and seminars.
Contributes regularly to the MDS blog and newsletter.
Continually seeks feedback on products, services and tools, then revises product and service offering accordingly.
Provides regular updates to all stakeholders on the development and activation of the MDS solutions offerings.
Conducting Human Resources Activities
Capable of working in a Matrix environment
Develops and improves management skills by attending available Management and Leadership training as required.
Manages and organizes localized training efforts (internal and external)
Engages with global training efforts (as needed), contributing to planning, organizing and delivery.
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.
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.
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.
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.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s 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.
Generating Talent and Organizational Capability
- Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Detail oriented, with demonstrated track record of follow-through and delivery
Excellent project management skills with technical knowledge of ever-evolving web/digital marketing environment
Proven experience growing and managing a cross-functional team
Superior written and oral skills
Excellent presentation and influencing skills
Proven and demonstrated ability managing external partners/agency resources.
Proficient in Microsoft Office suite, specifically Word, Excel and PowerPoint.
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 work-related 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.
Colorado Applicants Only: The salary range for this position is $90,975.00 to $180,131.00 annually.
New York City & Westchester County, NY Applicants Only: The salary range for this position is $110,081.00 to $198,146.00 annually.
All Locations offer health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
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