Sr Director, Customer Experience and Growth

Posting Date Feb 05, 2018
Job Number 18000BHP
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 Director, Customer Experience Strategy is responsible for driving long-range enterprise customer strategy and orchestrating cross-disciplinary efforts to most effectively achieve Marriott International’s customer mission.  Reporting to the Vice President, Customer Experience Growth, this role will be a part of a small nucleus designed to drive high impact, complex, cross-disciplinary development.  Major priorities for the department include 1) strategic business planning and alignment for overarching customer growth strategy across BMSC and related areas; 2) development of detailed plans to build and deliver optimal experiences at each customer touch point; 3) definition and execution of a framework and process for venturing, allowing for identification of new business models and a path for Marriott to tap their value; and 4) incubating and accelerating key initiatives that will deliver against the growth strategy, including articulating financial business cases, strategic rationale, and operational implications of new topline business opportunities, and nurturing those opportunities until they can be absorbed into the business. This role requires the capability to evaluate strategic opportunities, navigate high complexity projects, and produce results.

• 4-year degree from an accredited university in Business Administration or related major.
• 8+ years of relevant professional experience, with a focus on business strategy development, demonstrating progressive career growth.
• Prior experience in working in cross-discipline functions with a demonstrated ability to influence outside of formal reporting lines.
• Demonstrated ability to manage senior-level relationships in all portions of a project, from ‘top of the funnel’ strategy and business case formulation with few, high impact decision makers to the execution phase, with more fragmented leadership and approval points.
• Strong strategy-related skills, such business acumen, analytic abilities, and communication skills, as well as an aptitude for detail, including financial/budget management and an ability to understand the mechanisms of business systems.
• Prior experience in Management Consulting, Corporate Strategy, Venture Capital, or Investing, especially in large platform-related (technology, digital, etc.) efforts.
• Prior experience leading consumer-focused projects and/or platforms either in hospitality or other related industries.

Development of the Customer Growth Strategy and Plans to Build and Deliver New Customer Experiences

• Contributes to the development of 3-5 year strategic vision to 1) set direction and clarify a common approach for driving Customer Experience initiatives throughout the organization, 2) ensure core capabilities are built that will allow MI to innovate for growth and 3) orchestrate all customer touch points into a highly aligned and synergized customer-centric ecosystem.
• Supports Vice President in managing BMSC-wide forums focused on customer experience strategy.
• Engages Customer Experience, Brand, Operations, Digital, and Sales & Marketing teams to transform the customer experience with new products and service concepts at the right customer journey touch points.

• Executes on and refines defined processes to curate and evaluate travel platform ventures, partnering closely with Vice President and senior leaders from BMSC, Finance, and related areas, as well as potential future external venture capital partners.
• Partners with cross functional stakeholders to identify key ventures which deliver against the growth strategy, and leads efforts to build recommendations for how new ventures are managed by the company (e.g., direct investment, incubation, external investment).
• Works with Finance, BMSC disciplines, and Global Operations to build financial business cases, strategic rationale, and operational implications of new topline business opportunities.

• Drives a holistic approach to acceleration, including recommendations for resourcing across acceleration initiatives and management of interdependencies based on the priorities of the strategic vision
• Leverages internal & external incubation efforts, as needed, to drive progress in areas that are less mature and/or more transformative to existing disciplines and business lines
• Partners with CX Innovation in accelerating early stage efforts to stand up new business initiatives and transition mature platforms into appropriate areas of the business
• Oversees project management efforts, including leadership alignment, development of plans and deliverables, resources/funding, and resolving/raising issues where appropriate.

• Develops and maintains effective relationships with both internal and external stakeholders across BMSC and other disciplines (e.g., Global Operations, Finance).  Fosters a positive climate and works in close conjunction with all stakeholders to build an atmosphere of unity and alignment around common, shared goals for customer growth.
• 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.

• Shows an understanding of the needs of different customer/stakeholder segments and develops appropriate service strategies.
• Creates a service‐oriented environment and empowers others to build strong customer/stakeholder relationships.
• Monitors customer/stakeholder feedback and metrics to improve service delivery.
• Uses appropriate risk management resources when serious customer/stakeholder situations occur.

• Creates and coaches others on promoting an environment where everyone is valued and included.
• Champions the Company culture of service, opportunity, respect, and fair treatment.
• Ensures processes are in place to address concerns related to equity and fair treatment.
• Brings together people with diverse backgrounds to drive innovation and engagement.
• Establishes diverse partnerships across the industry, profession, and Company.
• Champions the attraction, development, and retention of a multicultural and multigenerational workforce.
• Ensures that all associates have the opportunity to achieve their full potential.
• Implements programs that promote inclusion and engagement.
• Ensures strategies are in place to promote inclusion, enhance engagement, and maximize business results.

• Builds strong working relationships across departments or teams.
• Models and coaches others on creating an open, trusting, and supportive work environment.
• Coaches others on how their behavior impacts coworkers and the work environment.
• Coaches direct reports to work together to set expectations for achieving shared goals.

• Creates and holds direct reports accountable for building an environment that supports feedback and ongoing development.
• Sets and models expectations for required behavior, knowledge, and skill levels.
• Provides ongoing feedback and customized coaching to others.
• Develops others by identifying needs and setting appropriate department, team, and individual goals.
• Conducts talent reviews across the business and develops succession plans for key leadership positions.
• Networks with high potential leaders and coaches others on targeted recruitment efforts.
• Uses available recruiting and hiring tools, brings together hiring teams, and makes hiring decisions.
• Supports successful on‐boarding of new hires.

• Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.
• Puts systems and processes in place to manage department and program performance.
• Brings together the appropriate talent levels and mix of skill sets to drive innovation and performance.
• Establishes and ensures understanding of the scope of decision making authority for team members.
• Models and holds direct reports accountable for using meetings and other forums to regularly communicate.

• Actively listens and uses appropriate communication styles to deliver information in an articulate, understandable, and engaging way.
• Influences others to accept a point of view, gain consensus, or take action.
• Keeps leaders informed about key issues.
• Models and coaches others on displaying a leadership style that conveys confidence and gains respect from others.

• Models, coaches, and holds others accountable for leading ethically and with a high degree of integrity.
• Promotes a convincing and inspiring vision for the direction of the Company, brand, and team.
• Models and holds departments and project teams accountable for developing and implementing programs that reflect the Company’s core values.

• Presents the need for change in a positive way that encourages commitment and action.
• Encourages others to identify ways to implement desired changes.
• Models and coaches others on staying calm and focused during stressful situations.
• Models flexibility and adjusts others’ and own priorities when managing multiple demands.
• Manages stakeholder expectations during change.
• Develops strategies and provides resources to implement change.
• Takes steps to minimize the stress others feel when change occurs.

• Models and sets expectations for offering suggestions and solving complex problems.
• Uses data from different sources to evaluate alternatives, consider their potential impact, and make decisions.
• Involves key stakeholders to gain agreement and support before making high impact decisions.
• Makes key decisions and guides others to implement solutions in a reasonable amount of time.

• Demonstrates a strong understanding of Company, brand, discipline, and program strategies.
• Uses data to thoroughly evaluate opportunities and focuses on those with the greatest potential business impact.
• Adapts global Company and brand strategies into plans that can be implemented within the business to maximize customer/stakeholder satisfaction and profitability.
• Uses data to build program strategies and make the business case for stakeholder commitment.

• Uses an understanding of market dynamics and the business environment to identify opportunities for improvement.
• Monitors industry and market changes and adjusts priorities as needed.
• Sets department or team standards and uses key business metrics to evaluate performance.
• Models and coaches others on making business decisions based on data from a variety of sources.
• Evaluates profit and loss statements, develops operating budgets, and conducts forecasting.
• Demonstrates sound business judgment in addressing resource needs and improving efficiencies while balancing associate, customer/stakeholder, and financial results.

• 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 resources and creates opportunities for self and others to improve performance through stretch assignments and other professional development activities.
• Models and coaches others on staying current on industry and discipline trends and holds others accountable for using relevant best practices.
• Establishes training requirements for the team and holds others accountable for meeting training goals.

• Models and holds others accountable for staying current in area of expertise.
• Shows a strong understanding of the operating principles, resource needs, terminology, and interdependence of all relevant functions to support successful discipline operations.
• Promotes the development of partnerships across teams to solve complex issues and improve performance.
• Ensures compliance with contractual, legal and regulatory requirements.

• Coordinates with other departments and teams and helps clarify the responsibilities of each group.
• Communicates clear expectations about how departments, teams, and individuals contribute to success.
• Considers associates’ strengths and team dynamics when assigning work.
• Coaches and holds others accountable for establishing team‐building strategies and encouraging cooperation.
• Involves team members in making decisions that impact the team.
• Recognizes achievements that support department and team success.

• Reinforces a team environment that encourages accountability, high standards, innovation, and strong business performance.
• Works with others to establish shared and individual goals.
• Monitors department, team, and individual performance.
• Makes sure associates are clear on expectations, timelines, and budget requirements.
• Identifies and focuses on business opportunities that have the highest value for the Company.

• 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 delegate appropriately.
• Identifies and obtains the equipment, materials, personnel, and other resources teams need to accomplish their work.
• Establishes and coaches others on processes for monitoring work quality and project milestones.