Additional InformationJob Number25015005Job CategorySales & MarketingLocationMarriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAPScheduleFull TimeLocated Remotely YPosition Type ManagementJOB SUMMARYThe Senior Manager, Client Services serves as a primary point of contact for MDS’ highest tier US/Canada program, as well as the leader of a client services staff of 5+ direct reports. This position assists the Senior Director, Client Services, US/Canada with the successful planning and process creation for comprehensive digital programs to service hotels across the region. This role leads the effort in ensuring high quality service and employee satisfaction in the Client Services group, analyzes program performance results and makes recommendations for program enhancements, working with internal teams. The Senior Manager, Client Services serves as a point of escalation from various teams with a focus on issue resolution across MDS programs. This role will lead the day-to-day oversight of a team of 5+ client services managers and 1 client services coordinator and assist their efforts to provide exemplary service to their client hotels. The Senior Manager will also manage a select group of strategic hotel programs, responsible for ensuring the successful execution of program activities and deliverables in a timely matter, within budget and with a strong focus on a positive Net Promoter Score (NPS).Marriott Digital Services (MDS) is an in-house digital services team. MDS provides hotels with digital services, and functions as an agency-like model within the Digital Services organization.CANDIDATE PROFILEEducation and Experience•7+ years experience in an agency or client services position is required or equivalent experience•5+ years experience in leading teams and implementing digital strategies or equivalent experience•BS/BA degree in marketing or related field or equivalent certification from higher education•Master’s degree preferred but not requiredCertifications Earned on the Job (preferred but not required upon entry)•HSMAI CHDMCORE WORK ACTIVITIESManaging Work, Projects, and PoliciesDelivers against all aspects of the Digital Service’s program across the highest program tiers of $22k. This includes:Hotel Client Management•Schedules and leads all client calls throughout the program period•Collects information from hotels regarding needs and expectations, answers questions about the program, digital channels and Marriott initiatives.•Ensures appropriate documentation is delivered throughout program engagement.•Monitors the impact of the program versus goals and proactively communicates with clients about the need for changes in strategic direction.Stakeholder Management•Manages Americas client stakeholders by making themselves available for regular meeting cadences, providing program objectives and clarity, and reply to appropriate requests.•Establishes relationships with Field Marketing area directors to ensure strong communication between MDS and the Americas region.Leading Team•Creates a team environment that encourages accountability, high standards, and innovation.•Leads specific team members while assisting with meeting or exceeding department goals.•Makes sure others understand performance expectations.•Develops specific goals and plans to prioritize, organize, and accomplish work.•Ensures that goals are being translated to the team as they relate to tracking and productivity.•Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.•Understands employee and develops plans to address need areas and expand on the strengths.•Provides the team with the capabilities needed to meet or exceed expectations.•Leads by example demonstrating self-confidence, energy and enthusiasm.•Monitors the work of team to ensure programs are executed on time, within budget and to a high-quality standard.Conducting Human Resources Activities•Acts proactively when dealing with employee concerns.•Extends professionalism and courtesy to employees at all times.•Communicates/updates all goals and results with employees.•Meets with staff on a one-to-one basis.•Establishes and maintains open, collaborative relationships with employees.•Solicits employee feedback.•Interviews job candidates and assists in making hiring decisions.•Receives hiring recommendations from team supervisors.•Ensures orientations for new team members are thorough and completed in a timely fashion.•Observes behaviors of employees and provides feedback to individuals.Additional Responsibilities•Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.•Manages group or interpersonal conflict.•Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.•Manages time effectively and conducts activities in an organized manner.•Analyzes information and evaluates results to choose the best solution and solve problems.•Presents ideas, expectations and information in a concise, organized manner.•Uses problem solving methodology for decision making and follow up.•Performs other reasonable duties as assigned by manager.MANAGEMENT COMPETENCIESLeadership• 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.Managing Execution• 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.• 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.Building Relationships• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.• 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.Generating Talent and Organizational Capability• 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 guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.Learning and Applying Professional Expertise• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.• 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.oSolid working knowledge of digital marketing fundamentals (search engine optimization, social media, paid media, merchandising, content, etc).oProven ability to lead and work with cross-functional teams in support of specific business prioritiesoDemonstrates self-confidence, energy and enthusiasmoAbility to solve problems quickly, think creatively and satisfy Internet speed-to-market requirementsoThrives in a fast-paced, entrepreneurial environmentoAbility to simultaneously manage multiple projects and directsoTeam player who works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountabilityoEffective written and oral communications skills• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.o Reading Comprehension - Understands written sentences and paragraphs in work related documents.o Writing - Communicates effectively in writing as appropriate for the needs of the audience.The salary range for this position is $98,500 to $135,900 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.Washington Applicants Only: 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.Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.The application deadline for this position is 28 days after the date of this posting, January 27, 2025.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 onanyprotectedbasis, 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, beginyour purpose,belongto an amazing global team, andbecomethe best version of you.