Manager Customer Advocacy III in Orlando Customer Care at Marriott Vacations Worldwide

Date Posted: 1/10/2021

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.

CLS Generic Position Summary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department and monitoring the flow of work between own department and others in alignment with broader business objectives, selecting and developing effective managers and work teams, and managing own organization through reliable systems and processes.

Specific Job Summary (describe the nature and purpose of the position)

Develop, implement and maintain a comprehensive customer care and social media strategy for Marriott Vacations Worldwide. Exercise authority to make final decisions on behalf of senior management for the Company in the resolution of customer complaints and customer service exceptions.

Reports to: Vice President Customer Advocacy

Interfaces with: Inter/Intra department personnel at many levels of the organization, including all MVW Corporate departments and resort sites, off-site offices, owners, customers, partners, and exchange company.

CLS Generic Expected Contributions

  • 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:
    • anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff.
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • 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.

Specific Expected Contributions (including duties and responsibilities)

  • Lead the Customer Care Strategy for Marriott Vacations Worldwide (MVW), direct the training and development for Customer Advocacy.
  • Lead the Social Media Response Strategy for Marriott Vacations Worldwide (MVW), direct the training and development for social media response and direct the social media reporting and analysis for Marriott Vacation Club International.
    • Implementation of a comprehensive customer care and social media strategy for MVW.
    • Develop and monitor customer care and social media procedures for MVW.
    • Evaluate and refine onsite and offsite customer response procedures, supporting collateral and technology.
    • Manage the priority response process for all MVW service recovery issues.
    • Execute a strategy for online customer feedback tracking and response including monitoring, response, reporting, analysis and root cause elimination
    • Conduct ongoing analytics for the performance of MVW customer care metrics.
    • Maintain reporting on service recovery performance and social media metrics.
    • Ensure senior management receives accurate data and information on the customer perception of the division services and products.
    • Provide ongoing training and development of Customer Care Managers.
    • Identify department training needs and implement training solutions
    • Maintain consistent reporting metrics for the division containing customer feedback, analysis of root cause and recommendations for problem elimination.
    • Maintain confidentiality regarding all business matters.
    • Take a proactive approach to customer service.
    • Ensure proper training and tracking of customer contacts on MVW Issue Tracking Systems.
    • Develop and maintain internal billing mechanism to charge the appropriate department.

CLS Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations as well as associate management experience. College degree and/or relevant experience generally required.

Specific Candidate Profile (the education, experience, skills and attributes that are important for this position)

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.


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