at Marriott in Springfield, Illinois, United States
Job Description
Job Number 24046956
Job Category Reservations
Location CEC Headquarters, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
The Director, CEC Strategic Initiatives (Global Footprint and Channel Strategy) is responsible for pulling through the vision and action plans for global footprint and channel strategy initiatives. Provide leadership on CEC initiatives that drive the strategic growth of the CECs. This includes delivering annual savings in site improvements and lower cost labor, in addition to identifying annual savings by aligning CEC with the channel shift strategy. This role will support efforts to grow services such as proactive chat and messaging, in-language web site support, and Artificial Intelligence (AI) capabilities. In addition, this role will support center selection and deployments globally, including remote strategy and implementation. The Director, CEC Strategic Initiatives (Global Footprint and Channel Strategy) will also be responsible for serving as the business lead for CEC case management strategy, in partnership with the CEC Product Services team. Success in this role will require facilitating cooperation among Continent, Corporate, and center leadership.
CANDIDATE PROFILE
Education and Experience Preferred
+ 4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, or related major and 8+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
OR
+ 10+ years of relevant professional experience in of relevant professional experience in corporate strategy, finance or related function, demonstrating progressive career growth and pattern of exceptional performance.
CORE WORK ACTIVITIES
Global Footprint Strategy
+ Evaluates and deploys alternative delivery strategies of CEC services.
+ Develops global location strategies that maximize competitive advantage, customer/stakeholder satisfaction, and profitability.
+ Communicates footprint and remote strategies and business cases to influence senior stakeholders and manage their expectations.
+ Manages leases, contracts, and footprint plans for all centers globally.
+ Develops and maintains facilities management and security strategies.
+ Brings together the appropriate talent levels and mix of skills sets to drive innovation and successful center performance.
CEC Channel Strategy
+ Direct the growth of Customer Care, before, during and after a guest visits a property, through the implementation and maintenance of advanced technology, determined by customer requirements and emerging market trends.
+ Responsible for CEC case management strategy and governance, in partnership with the CEC Product Services team.
+ Responsible for building and maintaining excellent corporate relationships with those offices that currently have or will have customer, developmental or synergetic interaction with Customer Care operations.
+ Monitor emerging customer care trends and strategically plan for the introduction of appropriate practices.
+ Guide timing and introduction of initiatives, processes and procedures designed to meet strategic goals.
Managing Responsibilities with Stakeholders
+ Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.
+ Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.
MANAGEMENT COMPETENCIES
Building Relationships
Customer Relationships
+ Shows an understanding of the needs of different customer/stakeholder segment sand develops appropriate service strategies.
+ Creates a service-oriented environment and empowers others to build strong customer/stakeholder relationships
+ Monitors customer/stakeholder feedback and metrics to improve service delivery.
+ Uses appropriate risk management resources when serious customer/stakeholder situations occur.
Global Mindset
+ Creates and promotes an environment where everyone is valued and included.
+ Champions the Company culture of service, opportunity, respect, and fair treatment.
+ Ensures processes are in place to address concerns related to equity and fair treatment.
+ Brings together people with diverse backgrounds to drive innovation and engagement.
+ Establishes diverse partnerships across the industry, profession, and Company.
+ Champions the attraction, development, and retention of a multicultural and multigenerational workforce.
+ Ensures that all associates have the opportunity to achieve their full potential.
Strategic Partnerships
+ Builds strong working relationships across departments or teams.
+ Models and coaches others on creating an open, trusting, and supportive work environment.
+ Coaches others on how their behavior impacts coworkers and the work environment.
Generating Talent and Organizational Capability
Developing Others
+ Sets and models expectations for required behavior, knowledge, and skill levels.
+ Develops others by identifying needs and setting appropriate department, team, and individual goals.
+ Networks with high potential leaders and coaches others on targeted recruitment efforts.
Organizational Capability
+ Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.
+ Puts systems and processes in place to manage program performance.
+ Brings together the appropriate talent levels and mix of skillsets to drive innovation and performance.
+ Establishes and ensures understanding of the scope of decision-making authority for team members.
Leadership
Communication and Professional Demeanor
+ Actively listens and uses appropriate communication styles to deliver information in an articulate, understandable, and engaging way.
+ Influences others to accept a point of view, gain consensus, or take action.
+ Keeps leaders informed about key issues.
+ Models and coaches others on displaying a leadership style that conveys confidence and gains respect from others.
Leading Through Vision and Values
+ Models, coaches, and holds others accountable for leading ethically and with a high degree of integrity.
+ Promotes a convincing and inspiring vision for the direction of the Company, brand, and team.
+ Models and holds departments and project teams accountable for developing and implementing programs that reflect the Company’s core values.
Managing Change
+ Presents the need for change in a positive way that encourages commitment and action.
+ Encourages others to identify ways to implement desired changes.
+ Models and coaches others on staying calm and focused during stressful situations.
+ Models flexibility and adjusts others’ and own priorities when managing multiple demands.
+ Manages stakeholder expectations during change.
+ Develops strategies and provides resources to implement change.
+ Takes steps to minimize the stress others feel when change occurs.
Problem Solving and Decision Making
+ Models and sets expectations for offering suggestions and solving complex problems.
+ Uses data from different sources to evaluate alternatives, consider their potential impact, and make decisions.
+ Involves key stakeholders to gain agreement and support before making high impact decisions.
+ Makes key decisions and guides others to implement solutions in a reasonable amount of time.
Strategy Development
+ Demonstrates a
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