Director, CEC Strategic Initiatives

Marriott’s Customer Engagement Centers (CECs) provide global customer service, reservations, and loyalty program support across voice, email, and chat channels.  The Director, CEC Strategic Initiatives will design and implement changes in the CECs to support our ever-evolving 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 Loyalty-impacting 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 CEC-specific processes or systems (particularly reservation booking platform) that specifically support Marriott's Loyalty program.  This role will also support co-brand credit card initiatives, including business-as-usual (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 

Loyalty-CEC Strategy

• Develop strategies and implement changes in the CEC organization to support the on-going evolution of Marriott’s 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., Peak-Off-Peak). 
• Build execution 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 Marriott's 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 Enterprise-wide 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 on-going 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 co-brand 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 

• 4-year degree from an accredited university in Business Administration or Operations, Hotel and Restaurant Management, or related major; 8 years’ experience in the business, sales and marketing, management operations, or related professional area

OR

• 8+ years of relevant professional experience in call center operations or a similar function, demonstrating progressive career growth and pattern 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 organization's 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 execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• 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.

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 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.
• 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

• Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
• 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 function-specific 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 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.

The salary range for this position is $125,600 to $183,300 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.
 

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. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.