Senior Manager, Guest Voice

4 weeks ago

Bethesda, United States Marriott International Full time
Additional Information Senior Manager, Guest Voice & Survey Governance
Job Number 24076545
Job Category Sales & Marketing
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

The Senior Manager, Guest Voice & Survey Governance supports the strategy and ongoing management of customer feedback mechanisms designed to measure and generate customer experience insights for the business. The Senior Manager is responsible for ensuring that the content, sampling strategy, and reporting related to the Guest Voice program meets business needs from both a property and corporate perspective. This involves not only providing thought leadership on this critical business program, but also being able to collaborate with, coordinate, and influence the opinions of corporate and market leaders who leverage the program as a key data point for perspective to the Marriott customer experience.

The Senior Manager reports to the Senior Director who has responsibility across multiple ongoing VOC research programs, including hotels, digital web and mobile app, loyalty, and non-hotel experiences. In addition, the Senior Manager partners closely with the Global Operations team to update and enhance the Guest Voice platform, which is accessed by associates worldwide. The Senior Manager manages multiple priorities and stakeholders to deliver information and knowledge for action.

CANDIDATE PROFILE

Education and Experience Required
• Five or more years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance in research-related consulting.
• 4-year degree from an accredited university.
• Extensive expertise with project management for complex programs with competing priorities and cross-functional stakeholders.
• Demonstrated ability to conduct and engage in research with practical applications to business needs.
• Experience working with vendors and managing day-to-day projects and workstreams.
• Proficiency in creating presentations and documenting workflows and decisions.
• Knowledge of statistics/sampling theory; experience with multivariate techniques.

Education and Experience Preferred
• 4-year degree from an accredited university in a discipline with a rigorous emphasis on consumer research methods and statistics (e.g., psychometrics, consumer marketing research, operations research, economics, statistics, social psychology, consumer psychology).
• Master's or other advanced degree in a research-related discipline.
• Hands-on experience with CX software platforms (Medallia, Qualtrics, etc.).
• Experience with market research and/or VOC programs including managing long-term tracking studies.
• Experience in consulting, coordination with IT/Data/Analytics teams, and relationship-building
• Experience reporting on trends and using data visualization tools (Tableau, Power BI, etc.).

CORE WORK ACTIVITIES

Manage and support requirements for the Guest Voice program, Event Satisfaction program, and related programs that exist to understand the on-property experience of Marriott's customers.
• Understand and translate requirements as communicated by stakeholders to design and enhance ongoing research and self-serve reporting for customer experience measurement.
• Manage and monitor health of the program, including troubleshooting, quality control, and sample tracking.
• Manage survey revisions, translations, testing, and reporting updates.
• Lead day-to-day execution of project workstreams and issue resolution with vendors.
• Update and maintain process documentation for the program.
• Coordinate with Global Operations team on the requirements for property use of the Guest Voice program.
• Partner with IT, Global Privacy, and CRM teams to stay compliant with IT security, privacy, and customer contact standards.
• Partner with Data Management, Analytics, and IT teams on requirements for distribution of Guest Voice data in understandable and actionable formats. •

Synthesize insights to keep executive leadership connected to the voice of the customer and provide guidance.
• Conduct meaningful analysis of Guest Voice and other market research data to address key business.
• Provide ongoing insights and collaborate with colleagues across the Strategy, Business Intelligence, and Data Operations (SBID) organization to maintain a comprehensive and coordinated voice of what customer data is telling the business.
• Consult on deliverables, scorecards, and other enterprise-wide insights using Guest Voice as a source.

Delivering on the Needs of Key Stakeholders
• 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.
• 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.

Additional Responsibilities
• 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.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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