Manager, Customer Listening Center & Social Listening

Marriott•Bethesda, MD

9h•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; OR 4+ years of relevant professional experience in consumer marketing research, voice of customer, analytics or related function, demonstrating progressive career growth and pattern of exceptional performance.
Hands-on experience with CX software platforms (Medallia, Qualtrics, Sprinklr, etc.).
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
Familiarity and experience with social media listening, data, and systems to support analysis
Demonstrates working knowledge of discipline-specific systems, tools and business practices.
Is able to understand and analyze multiple sources and types of information (qualitative and quantitative) to derive insights and strategic recommendations.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work- related issues.
Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
Reading Comprehension – Understands written sentences and paragraphs in work related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Nice To Haves

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.
Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
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.
Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
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.
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
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.
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 support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
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.

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.