Sr Manager, Guest Satisfaction Research, Analysis & Reporting - Full-time / Part-time

Posting Date Feb 09, 2018
Job Number 180003XM
Job Category Sales and Marketing
Location Marriott International HQ, Bethesda, Maryland
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

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?

The Senior Manager, Consumer/Guest Research Analysis leads efforts to analyze and synthesize data from Marriott Guest Voice and other market research platforms. The Senior Manager works within a team to design of studies, conduct analyses, develop recommendations for business action, and prepare presentations to distribute findings and recommendations. The Senior Manager is an active research contributor in survey design and analysis, qualitative research design and protocol development, program evaluation, and market research-related efforts leveraging a strong background in survey development and analysis and market research methodology. The Senior Manager leverages his/her deep expertise in survey design, analysis, reporting methodology, and advanced statistical techniques to help the business better understand how certain programs and projects impact customer perceptions and behavior.

CANDIDATE PROFILE

• Masters’ Degree in business, statistics, advanced analytics, market research, consumer psychology, economics or related field and 5+ years of relevant experience or a Bachelors’ Degree with a greater depth of experience.
• Pattern of strong performance and progressive career growth in research consulting, demonstrating ability to conduct and engage in research with practical applications to business needs.

• Strong analytical and oral communication skills; excellent interpersonal and leadership skills; able to collaborate effectively with others in a highly-matrixed environment
• Outstanding consulting, project management, interviewing/facilitation and relationship-building skills
• Experience working on complex research initiatives and programs
• Detail-orientation with the ability to consistently deliver error-free work products
• Comfort with large amounts of complex data from multiple sources coupled with the ability to see linkages and relationships within and between sources.
• Innovative thinker with keen business view; can balance strategic and financial perspectives

• Significant proficiency in one or more statistical programming language (e.g., R, Python, SAS) is essential and will be an operational requirement for this position
• Proficiency with advanced SQL querying is essential.
• In-depth knowledge of sampling theory, statistical analysis, and multivariate techniques is essential
• Experience with visualization software (Tableau) or other analytical tools is desirable.
• Experience with text analytics and/or social media analytics is desirable.
• Experience working with a production relational database or data warehouse is desirable.
• A broad understanding of the technologies and methodologies used for advanced analytics and data science is desirable.

Leading the design of research studies and analysis of market research data and information to provide stakeholders with reliable research findings and meaningful interpretation of results. 

• Conducts statistical analysis of Guest Voice and other market survey data to answer key business questions.
• Uses advanced statistical techniques to better understand the linkages between product and service factors that may affect customer attitudes and perceptions and ultimately behavior.
• Works with colleagues across research teams (e.g., CX Analytics) to maintain a coordinated voice of what customer data is telling the business.
• Supports the development and evolution of reporting requirements of Guest Voice data to properties, area leaders, Continent leaders, and Corporate leaders.
• Supports development of survey and interview protocols designed to measure customer perceptions of brand and design concepts.
• Assists with analyses as needed by other teams.

Serve as Trusted Advisor

• Become a subject matter expert in Marriott and external data sources, leveraging expertise gained in survey measurement and other analytical efforts to help Brand, Continent, and Global Marketing senior leadership understand our customers and define the strategic direction of Marriott International.
• Partner with CX Insights Advisors and consulting teams to contribute quantitative insights and serve as subject matter expert on how data analytics and quantitative methods can complement qualitative research to get a complete understanding of customer experience.
• Supports a culture of customer-centric, data-based decisions
• Works with stakeholders outside of the CX Insight and BMSC area (e.g., Global Operations Services) to sustain and innovate key programs over time.
• Cultivates and manages relationships with cutting-edge vendors and consultants to lift the quality of research deliverables

Other duties assigned

• Partners with CRM and Data Strategy as well as IT to define data infrastructure requirements for Guest Voice reporting.
• Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.
• Interviews and hires employees.
• Performs other reasonable duties as required for the position.

MANAGEMENT COMPETENCIES  

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.

• 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.

• 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.

• 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.

• 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.
• Consumer Research, Survey development and analysis, Research Methods.
• Multivariate statistical techniques, advanced mathematics, use of advanced analytic software and database management systems.
• Vendor Management and Negotiations.