Job Number 24046956Job Category ReservationsLocation CEC Headquarters, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementJOB SUMMARYThe Director, CEC Strategic Initiatives (Global Footprint and Channel Strategy) is responsible for pulling through the vision and action plans for global footprint and channel strategy initiatives. Provide leadership on CEC initiatives that drive the strategic growth of the CECs. Thisincludes delivering annualsavings in site improvements and lower cost labor, in addition to identifying annual savings by aligning CEC with the channel shift strategy. This role will support efforts to grow services such as proactive chat and messaging, in-language web site support, and Artificial Intelligence (AI) capabilities. In addition, this role will support center selection and deployments globally, including remote strategy and implementation. The Director, CEC Strategic Initiatives (Global Footprint and Channel Strategy) will also be responsible for serving as the business lead for CEC case management strategy, in partnership with the CEC Product Services team. Success in this role will require facilitating cooperation among Continent, Corporate, and center leadership.CANDIDATE PROFILEEducation and Experience Preferred
4-year degreefrom an accredited university in from an accredited university in BusinessAdministration, Marketing, or related majorand 8+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
OR
10+ yearsof relevant professional experience in of relevant professional experience in corporate strategy, finance or related function, demonstrating progressive career growth and pattern of exceptional performance.
CORE WORK ACTIVITIESGlobal Footprint Strategy
Evaluates and deploysalternative delivery strategies of CEC services.
Develops global locationstrategies that maximizecompetitive advantage, customer/stakeholder satisfaction, and profitability.
Communicates footprint and remote strategies and business casesto influence seniorstakeholders and manage their expectations.
Manages leases, contracts, and footprint plans for all centers globally.
Develops and maintainsfacilities management and security strategies.
Brings together the appropriate talentlevels and mix of skillssets to drive innovation and successful centerperformance.
CEC Channel Strategy
Direct the growth of Customer Care, before, during and after a guest visits a property, through the implementation and maintenance of advanced technology, determined by customer requirements and emerging market trends.
Responsible for CEC case management strategy and governance, in partnership with the CEC Product Services team.
Responsible for building and maintaining excellent corporate relationships with those offices that currently have or will have customer, developmental or synergetic interaction with Customer Care operations.
Monitor emerging customer care trends and strategically plan for the introduction of appropriate practices.
Guide timing and introduction of initiatives, processes and procedures designed to meet strategic goals.
Managing Responsibilities with Stakeholders
Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positiveclimate to build effective teams that are committed to organizational goals and initiatives.
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.
MANAGEMENT COMPETENCIESBuilding RelationshipsCustomer Relationships
Shows an understanding of the needsof different customer/stakeholder segmentsand develops appropriate service strategies.
Creates a service-oriented environment and empowers othersto build strongcustomer/stakeholder relationships
Monitors customer/stakeholder feedbackand metrics to improve servicedelivery.
Uses appropriate risk management resources when serious customer/stakeholder situations occur.
Global Mindset
Creates and promotesan environment where everyone is valued and included.
Champions the Companyculture of service,opportunity, respect, and fair treatment.
Ensures processes are in place to addressconcerns related to equity and fair treatment.
Brings together peoplewith diverse backgrounds to drive innovation and engagement.
Establishes diverse partnerships across the industry,profession, and Company.
Champions the attraction, development, and retentionof a multicultural and multigenerational workforce.
Ensures that all associates have the opportunity to achieve their full potential.
StrategicPartnerships
Builds strong workingrelationships across departments or teams.
Models and coachesothers on creatingan open, trusting,and supportive work environment.
Coaches others on how theirbehavior impacts coworkers and the work environment.
Generating Talent and Organizational CapabilityDeveloping Others
Sets and modelsexpectations for requiredbehavior, knowledge, and skill levels.
Develops others by identifying needs and settingappropriate department, team, and individual goals.
Networks with high potential leadersand coaches otherson targeted recruitment efforts.
Organizational Capability
Continuously improves department, program, team, and job structures and ensures clearleadership accountabilities are in place.
Puts systems and processes in place to manage programperformance.
Brings together the appropriate talentlevels and mix of skillsets to drive innovation and performance.
Establishes and ensuresunderstanding of the scope of decision-making authorityfor team members.
LeadershipCommunication and Professional Demeanor
Actively listens and uses appropriate communication styles to deliver information in an articulate, understandable, and engagingway.
Influences others to accept a point of view, gain consensus, or take action.
Keeps leaders informedabout key issues.
Models and coachesothers on displaying a leadership style that conveysconfidence and gains respect from others.
Leading ThroughVision and Values
Models, coaches, and holds othersaccountable for leadingethically and with a high degree of integrity.
Promotes a convincing and inspiring visionfor the direction of the Company, brand,and team.
Models and holds departments and project teams accountable for developing and implementing programsthat reflect the Company’s core values.
Managing Change
Presents the need for changein a positive way that encourages commitment and action.
Encourages others to identify ways to implement desired changes.
Models and coaches otherson staying calm and focusedduring stressful situations.
Models flexibility and adjusts others’and own priorities when managingmultiple demands.
Manages stakeholder expectations during change.
Develops strategies and provides resourcesto implement change.
Takes steps to minimize the stress others feel when change occurs.
Problem Solving and Decision Making
Models and sets expectations for offering suggestions and solving complexproblems.
Uses data from different sourcesto evaluate alternatives, consider their potential impact, and make decisions.
Involves key stakeholders to gain agreement and support beforemaking high impactdecisions.
Makes key decisions and guides others to implementsolutions in a reasonable amountof time.
Strategy Development
Demonstrates a strongunderstanding of Company,brand, discipline, and program strategies.
Uses data to thoroughly evaluateopportunities and focuseson those with the greatestpotential business impact.
Adapts globalCompany and brandstrategies into plans that can be implemented within the businessto maximize customer/stakeholder satisfaction and profitability.
Uses data to build programstrategies and make the businesscase for stakeholder commitment.
Learningand Applying Professional ExpertiseBusiness Acumen
Uses an understanding of market dynamicsand the businessenvironment to identifyopportunities for improvement.
Monitors industryand market changesand adjusts priorities as needed.
Sets department or team standards and uses key business metricsto evaluate performance.
Models and coachesothers on makingbusiness decisions based on data from a variety of sources.
Demonstrates sound business judgmentin addressing resourceneeds and improving efficiencies while balancingassociate, customer/stakeholder, and financial results.
Continuous Learning
Creates an environment where learning is valued and encouraged.
Models and sets expectations for others to evaluate own and others’strengths and developmental needs.
Secures resourcesand creates opportunities for self and others to improve performance through stretch assignments and other professional development activities.
Models and coaches otherson staying currenton industry and discipline trendsand holds othersaccountable for using relevant best practices.
Establishes training requirements for the team and holds others accountable for meeting traininggoals.
Strategy Knowledge
Models and holds others accountable for staying currentin area of expertise.
Shows a strong understanding of the operatingprinciples, resource needs,terminology, and interdependence of all relevantfunctions to supportsuccessful discipline operations.
Promotes the development of partnerships acrossteams to solve complex issuesand improve performance.
Ensures compliance with contractual, legal and regulatory requirements.
Managing ExecutionBuilding a Successful Team
Coordinates with other departments and teams and helps clarifythe responsibilities of each group.
Communicates clear expectations about how departments, teams, and individuals contribute to success.
Considers associates’ strengths and team dynamicswhen assigning work.
Coaches and holds others accountable for establishing team building strategies and encouraging cooperation.
Involves team membersin making decisionsthat impact the team.
Recognizes achievements that support department and team success.
Driving for Results
Reinforces a team environment that encourages accountability, high standards, innovation, and strong businessperformance.
Works with others to establish sharedand individual goals.
Monitors department, team, and individual performance.
Makes sure associates are clear on expectations, timelines, and budget requirements.
Identifies and focuseson business opportunities that have the highest value for the Company.
Strategy Execution
Helps others understand work requirements by explaining why the work is important and by breaking down projects into manageable tasks.
Analyzes department, team, and individual workload to prioritize tasks and delegateappropriately.
Identifies and obtainsthe equipment, materials, personnel, and otherresources teams need to accomplish their work.
Establishes and coachesothers on processes for monitoring work quality and project milestones.
California Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually.Colorado Applicants Only: The salary range for this position is $110,550.00 to $222,943.00 annually.Hawaii Applicants Only: The salary range for this position is $133,766.00 to $245,238.00 annually.New York Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually.Washington Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.All locations offer 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.The application deadline for this position is 28 days after the date of this posting, 3/18/2024.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.
