Senior Director CEC Reservations and Channel Strategy - Marriott

Senior Director CEC Reservations and Channel Strategy - Marriott

< a href s jobs.marriott.com marriott jobs v_req_num %3Flang en-us target _blank > < img src s image.ibb.co defjkx New.png > < a> < br> < br> < b> Here s To Your Journey< b> with < b> < b> < br> < br> 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 < br> < br> The < b> Marriott International HQ < b> located at < b> 10400 Fernwood Road Bethesda MD 20817 < b> is currently hiring a < b> Senior Director CEC Reservations and Channel Strategy.< b> < br> < br> Responsibilities include Marriott s Customer Engagement Centers (CECs) provide global customer service reservations and loyalty program support across voice email and chat channels. Today the CECs drive over 8B in annual revenue manage over 65M contacts annually and operate with an annual budget of 350M. The Senior Director CEC Reservations and Channel Strategy is responsible for developing and implementing business strategies that enhance the productivity of CEC contact volume while continuing to drive greater business efficiency in managing these contacts. In particular this role leads strategic efforts to enhance business processes in reservations and selling to support CEC objectives to shift contact volume to more productive and efficient channels (e.g. greater shift to chat and massaging) to enable new innovations in CEC contact engagement and to work with adjacent channels (e.g. Digital Mobile properties) to ensure an efficient and productive customer journey. This role works across a wide range of senior leaders in both internal CEC and external BMSC stakeholders including CEC Operations and Technology Global Marketing Global Brand Distribution Digital Mobile CX and IT. CANDIDATE PROFILEEducation and Experience 4-year degree from an accredited university in Business Administration Sales & Marketing Hotel and Restaurant Management or related major MBA or similar advanced degree is preferred. 6 years of experience in business operations reservation sales business management or related professional area. Minimum of 4 years of experience in process improvement and or contact center operations experience. Minimum of 4 years of experience leading enterprise transformation projects. Significant experience designing persuasive business cases estimating impact to strategic efforts in topline financial performance and departmental budgets costs. Experience and confidence in leading strategic business discussions with senior leaders across the enterprise. Understands fundamentals of enterprise project management and or PMP Certification.CORE WORK ACTIVITIESReservations Strategy Develops strategies to enhance the performance of reservations activities in the CECs including opportunities to improve selling conversion upsell and enhance business efficiency. Leads the development of CEC reservations processes and workflows across CEC Knowledge Groups to support and deliver reservations strategies. Serves as primary liaison with Technology and iT teams in the development of systems and platforms to support reservations in the CECs. Identifies areas for reservations and revenue-generating innovation including support for building out new lines of business within the CECs and develops strategies to incorporate these innovations into the core CEC business. Works across senior reservations stakeholders (including CEC executive leadership Global Brand CX Digital Distribution and others) to ensure alignment on new strategies.Channel Strategy Develops strategies to support CEC objectives to meet customers in the channel and method of their preference in particular develops strategies processes and organizational structures to increase the volume of CEC contacts in channels like chat and messaging. Develops approaches to minimize CEC volumes in less efficient channels (e.g. email) while maintaining acceptable guest service levels. Works with senior leaders in adjacent channels (Digital Mobile on-property) to build robust and efficient customer journeys that enhance customer satisfaction seeking to engage customers in the most efficient and satisfactory manner in each step of their engagement. Identifies opportunities for new channel innovations (e.g. chatbots IVR journeys automated telephony features) to enhance the efficiency and guest experience of CEC channels and builds strategies to pilot and incorporate these innovations in CEC customer flows. Continuously assesses performance by channel to ensure appropriate volume mix identifies opportunities and levers to shift volume mix as appropriate including development of operational models to support volume increases in select channels.Reservations & Channels Project Leader Leads an active pipeline of projects that span CEC and broader BMSC Reservations & Channels stakeholders. Leads business diagnostics to develop baseline assessments and identify areas of opportunity in reservations and channels. Develops recommendations for new requirements in reservations and channels spaces along with supporting business cases to gain alignment with relevant stakeholders. Designs robust project plans (including success criteria) to develop and implement new reservations and channels strategies in the CECs including change management plans to encourage successful adoption within the CECs. Work closely with CEC Strategy & Deployment Operations Technology and other stakeholders to build execution plans spanning change workforce management knowledge management training content creation training delivery quality assurance and technology to ensure successful implementation of reservations and channels projects. Acts as a thought-leader and consultant to senior CEC leaders to ensure support for and successful implementation of project plans. Reports project statuses and outcomes to CEC and broader BMSC leaders on the performance of reservations and channels projects and initiatives. Designs follow-on plans and secures funding as needed if projects or initiatives are not hitting their success criteria.Reservations and Channels Consulting and Account Support Serves as the lead point of contact between BMSC channels and reservations stakeholders and the CECs. Provides business analysis insights and recommendations to CEC and BMSC stakeholders on strategic pathways for reservations and channels efforts in the CECs. Provides CEC and BMSC reservations & channels stakeholders with relevant reporting and updates to show CEC performance against objectives over time. Maintains perspective on competitor and business approaches to channel and reservations within contact centers seeks to identify areas of competitive advantage and develops recommendations to adapt MI approaches to attain best-in-class status. As needed develops and maintains appropriate shared service agreements and service levels with Reservations and Channels stakeholders. Oversees financial performance related to reservations and channels strategies in the CECs and develops clear recommendations to enhance performance over time. Works with Finance to provide Reservations and Channels stakeholders with summaries of how CEC funding is being used the value it is producing and proposes strategies to reduce costs and improve value. Maintains a roadmap of all Reservations projects and their anticipated impact on the CECs for consumption by CEC finance and workforce management. Designs sales strategies to drive improved revenue based on global promotions.Reservations & Channels Delivery Leads the development and maintenance of all Reservations and Channels policies and procedures within the CECs including supporting documentation. Monitors the performance of the CEC teams supporting reservations globally. Identifies opportunities to improve self-service adoption to reduce the contact volume supported by live associates. Designs performance improvement plans for operations teams responsible for supporting reservations customers. Coordinates across operations workforce management knowledge management training process improvement and quality assurance to deliver on the reservations and channels programs KPIs. Develops formal projects to improve customer experience regional relevancy and reduce cost of delivery. Champions expansion of appropriate and efficient channels for supporting Reservations customers. Works with technology platform owners of systems to drive improvements for how CEC associates support customers and improve business efficiency.Additional Responsibilities Demonstrates self-confidence energy and enthusiasm in working with all levels of the CEC and broader BMSC organization from senior leaders to frontline associates. Provides appropriate reporting and documentation for all efforts within the reservations and channels project portfolio. Develops annual project proposals business cases and budget requests (e.g. VPT requests) to support ongoing reservations and channels initiatives. Highly proficient in core MS tools such as Word Excel and PowerPoint skilled in development of presentations and analysis for senior leaders. Provides subject-matter expertise to stakeholders within and outside to the CEC organization. Performs other reasonable duties as assigned by manager.MANAGEMENT COMPETENCIESLeadership 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. Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results ensures successful preparation and execution of business plans through effective planning organizing and on-going evaluation processes.Managing Execution 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. Strategy Execution Ensures successful execution across of business plans designed to maximize customer satisfaction profitability and market share through effective planning organizing and on-going 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. 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.Building Relationships Customer Relationships - Develops and sustains relationships based on an understanding of customer stakeholder needs and actions consistent with the company s service standards. Coworker Relationships - Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships. 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 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. 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.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. < br> < br> To apply now go to < a href s jobs.marriott.com marriott jobs 190001H2 %3Flang en-us rel nofollow > < b> s jobs.marriott.com marriott jobs 190001H2 %3Flang en-us< b> < a> < br> < br> Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine DiversityInc and Great Places to Work Institute among others. 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