Manager, MDS Digital Consulting, US & Canada

Company: Marriott International, Inc
Location: Bethesda
Posted on: September 19, 2022

Job Description:

Job Number
Job Category Sales & Marketing
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

The Manager, MDS Digital Consulting serves as the primary point of contact and the digital subject matter expert (SME) to hotels participating in the MDS Signature+ digital activation program. This individual strategizes, plans, directs and coordinates activities across multiple digital work streams to ensure strategies and tactics are implemented according to the digital business plan to meet hotel objectives across up to 30 hotels. The Manager, MDS Digital Consulting is responsible for ensuring the successful execution of program activities and deliverables in a timely matter, within budget and with a strong focus on a positive Net Promoter Score (NPS).

Marriott Digital Services (MDS) is an in-house digital services team. MDS provides hotels with digital activation services, and functions as an agency-like model within the Global Digital organization.

CANDIDATE PROFILE

Education and Experience

3-5 years experience in an online agency or related client services position is required, or equivalent experience
3+ years experience in leading project teams and implementing digital strategies or equivalent experience
BS/BA degree in marketing or related field or equivalent certification from higher education

CORE WORK ACTIVITIES

Managing Work, Projects, and Policies

Delivers against all aspects of the Digital Service s program offering up to 30 hotels across the highest program tiers of $25k. This includes:

Ensures effective client communication

Schedules and leads all client calls throughout the program period
Collects information from hotels regarding needs and expectations, answers questions about the program, digital channels and Marriott initiatives.
Ensures appropriate documentation is delivered throughout program engagement.
Monitors the impact of the program versus goals and proactively communicates with clients about need for changes in strategic direction.

Manages program deliverables within expected timelines

Coordinates with operations team, paid media teams and vendors to guarantee all program deliverables are executed on time.
Reviews all client deliverables to ensure that they are on strategy and meet quality expectations.
Establishes digital key performance indicators (KPIs) and adjusts program strategy and tactics based on client needs.
Develops customized digital business plans and presents to hotel stakeholders
Makes strategic recommendations for additional services/tactics to enhance the program to meet property goals.
Engages in frequent, active engagement with corporate Digital team(s) to ensure alignment, pull-through, and two-way communication about the status, performance, opportunities, and issues related to digital programs and initiatives.
Identifies and deploys resources required to execute program tactics and coordinates with project teams to resolve or escalate performance issues.

Analyzes results and reports on progress

Monitors program results and business goals on a monthly basis, exercising critical and analytical thinking of results.
Presents monthly reports to illustrate the impact of digital marketing initiatives and program tactics across various online verticals.
Schedules and leads monthly meetings with clients to communicate program results; provides insights and answers questions about hotel performance in the respective digital channels.
Proactively looks for opportunities and makes recommendations for additional services/tactics to enhance the program.
Answers hotel/owner questions

Maintains client satisfaction and retention

Meets goals as defined by client satisfaction survey and annual renewal targets.
Proactively identifies add-on service opportunities to promote additional hotel customization and program evolution.
Ensures consistency in service throughout the program agreement and when hotels are due for renewal, solicits reenrollment.

Supporting Operations

Works with internal Operations team to guarantee program tactics are executed on-time and at a high-quality.
Provides feedback to continually improve work processes and systems that support program execution.
Solicit feedback from properties to ensure program tactics meet their needs and demands.
Assists in successfully onboarding and training new employees.
Actively participates and engages in internal and external special projects to broaden skill set.
Engages in frequent communication with Digital Services team through established platforms.
Establishes and maintains complete and up-to-date information on all properties status and performance.
Supports department-wide efforts to improve Digital Service culture and work environment.
Contributes to Digital Services blog
Attends training and conferences to increase subject matter expertise and deepen skills.
Actively seeks out opportunities to learn more about the digital industry.

Additional Responsibilities

Attends and participates in all relevant internal and external meetings.
Informs, updates, and provides information to managers and co-workers in a timely manner.
Presents ideas, expectations and information in a concise, organized manner.
Uses problem solving methodology for decision making and follow up.
Maintains positive working relations with internal customers and department managers.
Manages time effectively and conducts activities in an organized manner.
Performs other reasonable duties as assigned by manager.

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.
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.

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.
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

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.
Solid working knowledge of and experience in online marketing channels, including but not limited to SEO, paid media, retargeting, merchandising, email marketing, social media marketing and content marketing
Attention to detail, high energy.
Project Management skills with the ability to manage multiple projects simultaneously.
Strong Client Services approach.
Effective presentation skills.
Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.
Proficient in Microsoft Office (excel, word, powerpoint)
Demonstrates self-confidence, energy and enthusiasm.
Effective written and oral communications skills, including presentations.
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..... click apply for full job details

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