Senior Manager Customer Advocacy in MVW Orlando Customer Care Office at Marriott Vacations Worldwide

Date Posted: 2/29/2024

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary

  • Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk.  Presents alternative solutions to business issues by leveraging the broader organization. 
  • Works to enhance the organization’s capabilities through effective staffing and development of others by:
    • using appropriate MVW interviewing tools to hire the best associates available.
    • setting and maintaining high standards for team and individual performance.
    • providing timely coaching and feedback.
    • making and rewarding distinctions in performance.
  • Assists more senior associates in achieving business results by:
    • acting in a consultative fashion to implement programs impacting the broader organization.
    • assisting in the development and communication of broader organizational goals.
    • achieving results against budget within scope of responsibility.
    • taking calculated risks to move the department or team forward.
    • developing and using systems to organize and keep track of information.
    • balancing the interests of own group with the interests of the organization.
    • working with others to identify and remove barriers to success.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Expected Contributions

May include but not limited to:

  • Support the Customer Advocacy strategy through ongoing project management, project tracking and project execution in order to meet overall team objectives.
  • Develop new strategies for Customer Advocacy in support of the business goals
  • Assist in development and roll-out of the Service Recovery module
  • Maintain database of associates who have completed Service Recovery training and oversee ongoing updates and fulfillment of program components
  • Conduct and maintain quality audits to ensure compliance with outlined standards.
  • Provide ongoing analysis of quality audit results and track performance against other scorecard measures.
  • Maintain ongoing measures for Customer Advocacy scorecard and create tracking process for individual scorecard components.
  • Contribute to the development of new programs and projects in support of the Customer Advocacy strategy.
  • Ensure proper training and tracking of customer contacts on MVW Issue Tracking Systems.

Candidate Profile

Education

  • A four-year college degree preferred or equivalent work experience.

Experience

  • 7-10 years of experience in a customer service operation. At least 2 years of experience with Marriott Vacations Worldwide (MVW) preferred.

Skills and Attributes

  • Ability to work alone and make decisions independent of daily supervision.
  • Strong customer service focus and skills with previous experience in proactive techniques.
  • Good time management skills.
  • Highly developed problem-solving skills.
  • Mature professional attitude with good interactive personal skills.
  • Detail-oriented; strives for excellence in all assignments.
  • Professional demeanor and appearance.
  • Excellent organizational skills in order to manage multiple task/priorities simultaneously.
  • Excellent verbal and written communication skills.

#LI-AS1



Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture

Job Requirements

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