FLEX Manager, MDS Media

Marriott•Bethesda, MD

13d•$35 - $43•Hybrid

About The Position

The FLEX Manager, MDS Media serves as the primary point of contact and the digital subject matter expert (SME) to hotels participating in the Marriott Digital Services (MDS) PLUS Media Management digital activation program as well as with hotels interested in building custom media campaigns. This individual strategizes, plans, directs, and coordinates activities across all of MDS’ media-focused programs and services to ensure strategies and tactics are implemented to meet hotel objectives across their portfolio. The FLEX Manager, MDS Media is responsible for ensuring the successful execution of program and campaign activities and associated 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 activation services and functions as an agency-like model within the Global Digital organization.

Requirements

2 – 4+ years’ experience in an online agency or related client services position is required, or equivalent experience
2 – 4+ years’ experience in implementing digital strategies or equivalent experience
Bachelor’s degree in marketing or related field or equivalent experience/certification

Nice To Haves

Proven track record in digital paid media and/or digital marketing systems

Responsibilities

Delivers against all aspects of the PLUS Media Management program, ~45 hotels across the highest-paid media program tier.
Ensures effective client communication
Schedules and leads all client calls throughout the program period.
Collects information from hotels regarding needs and expectations and 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.
Manages program deliverables within expected timelines
Coordinates with the operations team, client services team, and relevant external stakeholders to guarantee all program deliverables are executed on time.
Review all client deliverables to ensure that they are on strategy and meet quality expectations.
Establishes digital key performance indicators (KPIs) and adjusts program strategy and tactics based on client needs.
Develops customized recommendations to hotel stakeholders to guide funding, budget, and strategy to meet property goals.
Identifies and deploys resources required to execute program tactics and coordinates with product teams to resolve or escalate performance issues.
Serves as a discipline knowledge expert on the MDS team for custom media client consultation and media campaign account management.
Works with hotel POCs interested in building custom media campaigns in paid search, paid social, display or other digital marketing channels.
In conjunction with Media Operations, presents proposals to client based on their needs and budgets.
Manage day-to-day relationship with our teams internally and externally to provide direction that is clear and based on concrete rationale.
Proactively solve issues to ensure consistently breakthrough, relevant, consumer-centric creative.
Manages processes and quality of work for all paid media related tactics that support the overarching Brand, Global Media & Digital Media strategies.
Monitors and shares performance and implements processes or tools to improve team client engagement efficiencies to meet overarching goals.
Analyzes results and reports on progress.
Monitors program results and business goals monthly, exercising critical and analytical thinking of results.
Presents monthly reports to illustrate the impact of PLUS marketing initiatives and program tactics across various online verticals.
Schedules and leads monthly meetings with clients to communicate program results; provides insights and answers questions about hotel performance in the respective digital channels.
Proactively looks for opportunities and makes recommendations for additional opportunities to enhance the service provided to the client.
Answers hotel/owner questions
Maintains client satisfaction and retention.
Meets goals as defined by client satisfaction surveys and annual renewal targets.
Ensures consistency in service throughout the program agreement and when hotels are due for renewal, solicits re-enrollment.
Works with the internal Operations team to guarantee program tactics are executed on time and at a high quality.
Provides feedback to improve work processes and systems that support program execution continually.
Solicit feedback from properties to ensure program tactics meet their needs and demands.
Assists in successfully onboarding and training new employees.
Actively participates and engages in internal and external special projects to broaden skill set.
Engages in frequent communication with the Digital Services team through established platforms.
Establishes and maintains complete and up-to-date information on all properties’ status and performance.
Supports department-wide efforts to improve Digital Service culture and work environment.
Attends training and conferences to increase subject matter expertise and deepen skills.
Actively seeks out opportunities to learn more about the digital industry.
Attends and participates in all relevant internal and external meetings.
Informs, updates, and provides information to managers and co-workers in a timely manner.
Presents ideas, expectations, and information in a concise, organized manner.
Uses problem-solving methodology for decision-making and follow-up.
Maintains positive working relations with internal customers and department managers.
Manages time effectively and conducts activities in an organized manner.
Performs other reasonable duties as assigned by the manager.