Manager, Customer Listening Center & Social Listening

Marriott • Bethesda, MD

4h • Hybrid

About The Position

The Manager, Customer Listening Center plays a critical role in translating
customer signals into actionable insights that inform enterprise decision-making
and elevate the customer experience. The Customer Listening Center (CLC) product
brings together all forms of customer feedback - from surveys and social media
to phone calls and chats - into a unified platform that drives prioritization
and strategy of global customer pain points and insights.

This role leads social listening strategy and synthesis across platforms,
integrating social, Voice of Customer (VOC), and emerging customer signals into
broader customer experience intelligence along with supporting the broader
mission of the CLC. This position supports the operationalization,
interpretation, and socialization of insights surfaced through the CLC. The
Manager ensures social, VOC, and real-time customer sentiment is accurately
represented, contextualized, and activated across the organization—while
enabling stakeholders to effectively consume and apply insights in their
decision-making.

The role works cross-functionally with Enterprise Data Analytics & AI, Digital,
Loyalty, Operations, and corporate partners to identify emerging themes, risks,
and opportunities. This leader provides expertise in social and VOC analytics,
narrative development, and insight storytelling, helping bridge data to action.

This position requires strong analytical judgment, stakeholder management, and
communication skills, along with the ability to synthesize complex data into
clear implications and recommendations. The Senior Manager will manage agency
resources, contribute hands-on analysis, and continuously evolve social
listening practices to support enterprise CX priorities.

Requirements

• 4-year degree from an accredited university in Business Administration, Marketing, or related major and 4+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
• 4+ years of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
• Experience with storytelling and working with social media.
• Demonstrated ability to balance the interests and demands of multiple stakeholders.
• Demonstrated ability to simply map out complex process flow and procedures.

Responsibilities

• Produce synthesized insights, implications and related strategic recommendations using social media data that drive customer-centric strategy and initiative development.
• Lead and support daily M Live social media reporting and analytics, striving to quickly identify new/emerging themes in social media and distribute to the organization.
• Support operations of the command center’s M Live platform, and real-time technology dashboards.
• Partner with in-Continent M-Live leaders and Social Platforms support teams to improve data integration and workflow efficiencies across the social media teams.
• Proactively identify ways to incorporate social media analyses with other consumer research, data analysis, and other insight-gathering activities to minimize investment and maximize value to MI.
• Effectively coordinate with extended Global Insights, Strategy, and Analytics team members, and, when needed, external vendors/suppliers to ensure social media insights are delivered in a timely, high quality, and cost-effective manner.
• Effectively manages multiple internal clients and projects simultaneously.
• Understands and meets the needs of key stakeholders.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
• Collaborates with internal partners and stakeholders to support business/initiative strategies.
• Synthesizes findings from social media sources; creates meaningful insights and clear implications for action.
• Communicates concepts in a clear and persuasive manner that is easy to understand.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Demonstrates an understanding of business priorities.
• Submits reports in a timely manner, ensuring delivery deadlines are met.
• Promotes the documenting of project progress accurately.
• Provides input and assistance to other teams regarding projects.
• Manages and implements work and projects as assigned.
• Generates and provides accurate and timely results in the form of daily reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Provides timely, accurate, and detailed status reports as requested.
• Builds strong relationships with stakeholders, team members, and vendor partners.
• Provides technical expertise and support to persons inside and outside of the department.
• Demonstrates knowledge of job-relevant issues, products, systems, and processes.
• Demonstrates knowledge of function-specific procedures.
• Keeps up-to-date technically and applies new knowledge to job.
• Uses computers and computer systems (including hardware and software) to enter data and/ or process information.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
• Demonstrates self-confidence, energy and enthusiasm.
• Informs and/or updates leaders on relevant information in a timely manner.
• Manages time effectively and conducts activities in an organized manner.
• 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.

Benefits

• All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• Full-time positions also 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 and educational assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees