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about 1 year ago
Marriott Hotels
Location: London
Job type: Permanent
Sector: Business and Administration
Category: General Manager Jobs
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JOB SUMMARY

The Director of Client Services - Europe, supervises the daily performance of the entire Digital Services staff in Europe, consisting of 10+ Digital Services team. This position works closely with the Director, Client Services – Cross Continent to ensure there is alignment between their teams and with the Director, Program Development Operations, Digital Services to ensure that the program meets the regions needs. This position is responsible for the successful planning and execution for 150+ programs regionally. Functions as a strategic business leader of the Digital Services team, by continuously improving departmental processes, programs, team, job structures and ensures clear leadership accountabilities are in place. Proactively leads the Europe Digital Services team in ensuring the team provides high quality service and retains high employee satisfaction. Works with direct reports and peers to develop and implement program and department strategies and goals. Makes and executes the necessary decisions to keep team moving forward toward achievement of goals. Thinks creatively and practically to develop, execute and implement new plans and/or programs. Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals. Works closely with the Director of Program Development Operations to make program enhancements specific for the region. Creates and owns all sales activities for Europe Digital Service programs and works to grow and sustain program enrollment. Serves as the top level point of escalation for all Europe clients and stakeholders.

Marriott’s Digital Service team provides digital solutions for all Marriott brand hotels, globally. This centralized in-house team provides individual hotels with a range of digital services, and functions as an agency-like model within the Global eCommerce and Digital Services organization.

CANDIDATE PROFILE

Education and Experience

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8+ years total marketing experience

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5+ years in digital marketing

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2+ years in a supervisory capacity

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BS/BA degree in marketing related field

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Master’s degree preferred but not required

Certifications Earned on the Job (preferred but not required upon entry)

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Brightedge Certification

CORE WORK ACTIVITIES

Managing Work, Projects and Policies

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Oversees the successful development, launch, execution, and coordination of Digital Services programs for European hotels with both managed and franchise stakeholders. Tasks for all new and renewing hotels include:

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Develops and maintains program contractual agreements, working with regional leadership in HR and Finance to get new contracts approved.

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Ensures timely execution of client agreements 30-days prior to start date.

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Develops and oversees client on-boarding process.

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Works with directs to assist in defining program goals/objectives and track hotel performance.

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Ensures client participation and retention goals are met across the team.

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Supports directs in answering complex questions from clients and/or stakeholders.

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Ensures directs provide only the services that are contracted, to avoid performing work that is out of scope.

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Acts as top-level point of escalation for clients, escalates further when needed.

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Develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.

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Determines team priorities, schedules, plans and necessary resources to ensure completion of any projects are on schedule.

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Analyzes information and evaluates results to choose the best solution and solve problems.

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Thinks creatively and practically to develop, execute and implement new plans and/or programs.

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Uses the Europe team budget as a guide and manages the regions spend, to ensure costs do not exceed program budgets.

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Generates and provides accurate and timely results in the form of reports, presentations, etc.

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Formulate and implement departmental policies and procedures to maximize team output.

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Provides recommendations to improve the effectiveness and efficiency of team processes or programs.

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Supports achievement of performance goals, budget goals, team goals, etc.

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Delegate responsibilities, monitor workload and performance, provide ongoing feedback, manage expectations and provide motivation to the entire team.

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Serves as an external spokesperson on highly significant matters relating to process, program capability and long range goals and objectives around agreements, project statements, and regional vendor contracts.

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Hosts regional webinars for clients to communicate program/tactic updates.

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Assists in developing and maintaining all sales collateral for Europe Digital Services team, including localization of materials when appropriate.

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Owns the sales activities for the Europe team, attending and speaking at appropriate meetings/conferences to promote and upsell Digital Service programs.

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Ability to work in a highly independent matter and influences client decisions and strategies with regard to Digital Business Plans.

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Oversees the development and implementation of innovative concepts and technologies.

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Sets and the owns a proactive renewal process for all hotels and ensure managers are on track to meet defined yearly renewal goals.

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Ensures that hotels in the region are aware of program cost increases before budgeting season so they can accurately plan their budgets accordingly.

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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.

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Solicits feedback from directs on current and future programs/tactics. Shares vetted feedback with appropriate Center of Excellences. This includes, localizing content when appropriate.

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Works closely with Director of Program Development Operations and Director of Client Services – Cross Continent to develop training and team mini-summits when appropriate.

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Works with Director of Client Services – Cross Continent, sharing knowledge and learnings to ensure a cohesive Client Service approach is implemented in region.

Leading Team

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Champions leaders’ vision for program and service delivery.

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Works with direct reports and peers to develop and implement strategies and goals. Communicates a clear and consistent message regarding goals to produce desired results.

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Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.

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Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.

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Inspires high quality performance from team members through motivating techniques.

Conducting Human Resources Activities

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Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.

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Owns the hiring process for the regional team, proactively identifying hiring opportunities.

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Facilitates regular, ongoing open communication in regional team meetings.

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Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.

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Solicits employee feedback through regular one-on-one meetings.

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Utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

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Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

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Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

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Identifies talents of direct reports and their teams, and assists with their growth and development plans

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Provides direct reports with development opportunities including attendance at industry conferences; access to Leadership and Manager training.

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Supports department-wide efforts to improve eCommerce culture and work environment as reflected in annual AES results.

Additional Responsibilities

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Seeks out opportunities to learn more about the industry, and other departments within Marriott Digital, globally.

MANAGEMENT COMPETENCIES

Leadership

* 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.

Managing Execution

* 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.

* 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.

Building Relationships

* Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

* Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

* 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.

Generating Talent and Organizational Capability

* 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 guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

* 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.

* Agency work experience strongly preferred; primarily in a client services/account services role

* Solid working knowledge of and experience in digital marketing fundamentals (search engine optimization, social, content, paid media and reporting)

* Experience with change management strongly preferred

* Extreme attention to detail and process-oriented

* Proven ability to lead and work with cross-functional teams in support of specific business priorities

* Demonstrates self-confidence, energy and enthusiasm

* Ability to solve problems quickly, think creatively and satisfy Internet speed-to-market requirements

* Thrives in a fast-paced, entrepreneurial environment

* Ability to simultaneously manage multiple projects and/or clients

* Team player who works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability

* Effective written and oral communications skills

* Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

* 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.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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