Vice President Customer Experience Localization

Profile

Job Information

Marriott

Vice President, Customer Experience Localization

in

Des Moines

Iowa

Job Number

23038481

Job Category

Sales & Marketing

Location

Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule

Full-Time

Located Remotely?

Y

Relocation?

N

Position Type

Management

JOB SUMMARY

The Vice President, CX Localization is responsible for driving an enhanced focus on Localization as it relates to customer experience. Specifically, the individual will be responsible for bringing the voice of the Continent to consumer-facing projects including but not limited to digital experience, global / local marketing efforts, and customer-facing aspects of the assigned platform. The VP’s ultimate objective is to help deepen our consumer engagement with and grow our global customer base.

This position will have Continent CSMOs and their primary stakeholders and will be responsible for managing across functional teams in the Continents, International Team and Marriott Corporate HQ to ensure that a unified Localization persepective and target consumer requirements are appropriately incorporated into broader disciplinary strategy and programs. This leader consults with leaders in the design, facilitation, and execution of global initiatives and strategic priorities of Marriott International while representing the needs of the Continent teams to grow the consumer base. The VP will:

Collaborate with the Digital team to drive strategy and execution of customer-facing localization initiatives such as Language and others identified in collaboration with the CSMOs

Spearhead top priority customer experience projects as identified by Continent leadership (e.g., Global / Local Operating Model)

Serve as the voice of the continent into HQ initiatives to ensure a global perspective is provided

CANDIDATE PROFILE

Education and Experience Required

4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major

12 years of relevant professional experience in customer experience design, demonstrating progressive career growth and a pattern of exceptional presentation

Experience working internationally as a part of the Continent team

Familiarity with Marriott HQ teams and working within a matrixed organization

Experience building a team

Education and Experience Preferred

Planning and Execution: Proven track record of planning and executing strategic projects and initiatives in consumer operations; deep project management skillset

Managing Change and Leading through Ambiguity: Demonstrated ability to lead the organization and team in working through unclear situations, challenges and opportunities through strong situation analysis and framing, rapid stakeholder assessments, critical decision making, solution brainstorming, and making data-driven way forward recommendations.

Problem Solving: Prior consulting experience focused on diagnosis and development of recommendations to solve complex business problems.

Advanced Facilitation Skills: Experience leading the design, development and delivery of complex stakeholder experiences, using design thinking, creativity and expert communication skills to deliver powerful, results-oriented meetings and workshops

Communications: exceptional verbal, written and storytelling skills

Leading Teams: Proven experience building and leading teams

CORE WORK ACTIVITIES

Vision and Leadership

Partner with key stakeholder to establish the vision for Localization across Marriott

Develop and implement a Localization Strategy that is data-driven and fully aligned across CSMO stakeholders

Establish a business case and further build out the CX Localization team; obtain funding approvals and hire and build the team

Managing Projects and Priorities

Partners with stakeholders to establish project governance structure timelines/milestones.

Obtains alignment with HQ and Continent leadership and oversees efforts, including developing plans and deliverables, identifying opportunities, securing required funding, responding to resource needs, reporting on the process/progress to senior management, and resolving/raising issues where appropriate.

Provides recommendations to improve the effectiveness of processes or programs.

Leads assessment work to inform project prioritization and funding to achieve most effective pull-through of marketing initiatives.

Defines specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.

Supports achievement of performance goals, budget goals, team goals, etc.

Guides on-going financial and business analysis support to CO leadership to support strategic decision making using the appropriate approaches, systems and resources.

Delivers presentations related to the strategic roadmap development and execution to senior management and other key stakeholders (e.g., owners, associates, customers).

Actively engages internal partners (e.g. change management and communications, human resources, legal) to prepare content for communication materials as needed for deployment of marketing initiatives.

Managing Responsibilities with Stakeholders

Develops and maintains effective relationships with both internal and external stakeholders across all CO disciplines globally with primary accountability to Marketing executives. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.

Assists direct reports with building and maintaining stakeholder relationships as business partnerships.

Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.

Continually reviews stakeholder feedback to identify and communicate current and future consultancy and project management resource needs of internal and external customers. Partners with Planning & Services leadership team to address gaps, provide process recommendations, and/or develop broader program solutions.

California Applicants Only:

The salary range for this position is $156,874 to $322,112 annually.

Colorado Applicants Only:

The salary range for this position is $142,613 to $292,831 annually.

New York City & Westchester Applicants Only:

The salary range for this position is $172,560 to $322,112 annually.

Washington Applicants Only:

The salary range for this position is $156,874 to $266,210 annually. In addition to the annual salary, the position will be eligible for an annual bonus and restricted stock units/stock grants and PTO.

This position offers coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

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?

Company info

Marriott International, Inc.
Website : http://www.marriott.com