Customer Advocacy Manager I

Marriott Vacations Worldwide

109d

About The Position

Ensure a timely and effective response to customer issues (comments, complaints, and compliments) on behalf of the Executive Committee and Senior Management. 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: Director Customer Advocacy or Senior Customer Advocacy Manager. Interfaces with: Inter/Intra department personnel at many levels of the organization, including all MVCI MVW Corporate departments and resort sites, off-site offices, owners, customers, partners, and exchange company.

Requirements

• A college degree is preferred or equivalent work experience.
• 2-3 years’ experience in a customer service operation.
• Prior experience with Marriott Vacations Worldwide (MVW) systems, processes, and organizational structure is strongly preferred.
• Minimum of 2 years of experience with Marriott Vacations Worldwide Corporation, preferably within Sales & Marketing, On Site Operations, or Service Fulfillment.

Nice To Haves

• 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.

Responsibilities

• Perform more complex quantitative and qualitative analysis for business processes and/or projects.
• Manage small projects, business processes or parts of larger ones.
• Respond to, solve, and make decisions on more complex/non-routine business requests with limited to moderate risk.
• Be responsible for own work and contributing to team, department and/or business results.
• Direct work of non-management staff as needed.
• Assist more senior associates in achieving business results by utilizing technical knowledge to identify opportunities to enhance the effectiveness of business processes.
• Establish priorities for self and, where appropriate, others.
• Allocate own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
• Contribute to department/unit budget as appropriate.
• Demonstrate an awareness of personal strengths and areas for improvement and act independently to improve and increase skills and knowledge.
• Manage the Customer Service Strategy for Marriott Vacations Worldwide Corporation.
• Serve as the customer advocate: infuse customer interests, expectations, and behavior in proactive measures.
• Manage the priority response process for customer complaints, requests, questions from all communication sources including phone calls, mail, email, and social media.
• Maintain confidentiality regarding all business matters.
• Take a proactive approach to customer service.
• Ensure proper training and tracking of customer contacts on MVWC Owner Issue Tracking Systems.

What This Job Offers

• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees