Manager Customer Advocacy II

Marriott Vacations Worldwide

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About The Position

The Customer Advocacy Manager II will report to the Director, Customer Advocacy or Senior Manager, Customer Advocacy. They are responsible for ensuring 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. The Customer Advocacy Manager II 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.

Requirements

• Four-year Bachelor’s Degree or equivalent work experience.
• 5 years’ experience in a customer service operation and prior management experience with Marriott Vacations Worldwide Corporation in Sales & Marketing, On Site Operations, Service Fulfillment.
• 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.

Nice To Haves

• Prior management experience with Marriott Vacations Worldwide Corporation in Sales & Marketing, On Site Operations, Service Fulfillment.

Responsibilities

• Manage the Customer Service Strategy for Marriott Vacations Worldwide Corporation to include: Evaluate and refine onsite and off-site customer response procedures, supporting collateral and technology.
• Lead the department to function as the customer advocate: infuse customer interests, expectations, and behavior in proactive measures.
• Manage the priority response process for all MVWC surveys.
• Ensure Senior Management receives accurate data and information on the customer perception of the Company’s services and products.
• Maintain confidentiality regarding all business matters.
• Take a proactive approach to customer service.
• Develop and maintain internal billing mechanism to charge the appropriate department.
• Ensure proper training and tracking of customer contacts on MVWC Owner Issue Tracking Systems.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager