Senior Manager Customer Advocacy

Marriott Vacations Worldwide

About The Position

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Global Technology, Resort Operations, Sales & Marketing etc.) area to support team and/or department business objectives. Generally works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision making process. The Manager supports the Customer Advocacy strategy through ongoing project management, project tracking and project execution in order to meet overall team objectives Reports to: Vice President Customer Advocacy 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. Expected Contributions May include but not limited to: Support the Customer Advocacy strategy through ongoing project management, project tracking and project execution in order to meet overall team objectives. Develop new strategies for Customer Advocacy in support of the business goals Assist in development and roll-out of the Service Recovery module Maintain database of associates who have completed Service Recovery training and oversee ongoing updates and fulfillment of program components Conduct and maintain quality audits to ensure compliance with outlined standards. Provide ongoing analysis of quality audit results and track performance against other scorecard measures. Maintain ongoing measures for Customer Advocacy scorecard and create tracking process for individual scorecard components. Contribute to the development of new programs and projects in support of the Customer Advocacy strategy. Ensure proper training and tracking of customer contacts on MVW Issue Tracking Systems. General Department Operations Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones. Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization. Works to enhance the organization’s capabilities through effective staffing and development of others by: using appropriate MVW interviewing tools to hire the best associates available. setting and maintaining high standards for team and individual performance. providing timely coaching and feedback. making and rewarding distinctions in performance. Assists more senior associates in achieving business results by: acting in a consultative fashion to implement programs impacting the broader organization. assisting in the development and communication of broader organizational goals. achieving results against budget within scope of responsibility. taking calculated risks to move the department or team forward. developing and using systems to organize and keep track of information. balancing the interests of own group with the interests of the organization. working with others to identify and remove barriers to success. Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. Performs other duties as appropriate.

Requirements

Four-year Bachelor’s Degree or equivalent work experience.
7-10 years of experience in a customer service operation.
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

At least 2 years of experience with Marriott Vacations Worldwide (MVW) preferred.

Responsibilities

Support the Customer Advocacy strategy through ongoing project management, project tracking and project execution in order to meet overall team objectives.
Develop new strategies for Customer Advocacy in support of the business goals
Assist in development and roll-out of the Service Recovery module
Maintain database of associates who have completed Service Recovery training and oversee ongoing updates and fulfillment of program components
Conduct and maintain quality audits to ensure compliance with outlined standards.
Provide ongoing analysis of quality audit results and track performance against other scorecard measures.
Maintain ongoing measures for Customer Advocacy scorecard and create tracking process for individual scorecard components.
Contribute to the development of new programs and projects in support of the Customer Advocacy strategy.
Ensure proper training and tracking of customer contacts on MVW Issue Tracking Systems.
Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects.
Often manages small projects, business processes or parts of larger ones.
Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk.
Presents alternative solutions to business issues by leveraging the broader organization.
Works to enhance the organization’s capabilities through effective staffing and development of others by: using appropriate MVW interviewing tools to hire the best associates available. setting and maintaining high standards for team and individual performance. providing timely coaching and feedback. making and rewarding distinctions in performance.
Assists more senior associates in achieving business results by: acting in a consultative fashion to implement programs impacting the broader organization. assisting in the development and communication of broader organizational goals. achieving results against budget within scope of responsibility. taking calculated risks to move the department or team forward. developing and using systems to organize and keep track of information. balancing the interests of own group with the interests of the organization. working with others to identify and remove barriers to success.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.