Manager, Digital Consulting, MDS (Hong Kong, Macau, Taiwan & Hainan)

Job description

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

JOB SUMMARY

This position is responsible for strategically building and executing comprehensive digital service programs for hotels in the assigned area (Hong Kong, Macau, Taiwan & Hainan) within the corporate-based Digital Service team. The Manager, Digital Consulting, MDS (Hong Kong, Macau, Taiwan & Hainan) will support both MDS China Standard & Premium Programs. Programs are focused on providing a comprehensive spectrum of tactics including, but not limited to: SEO, HWS Content, OTA Content, Paid Media, JV related tactics, and Digital F&B platforms etc in which the goal is to provide custom hotel-level digital activation, optimization and reporting to drive direct bookings and increase online awareness across a wide spectrum of services.

The Manager, Digital Consulting, MDS (Hong Kong, Macau, Taiwan & Hainan) serves as the primary point of contact with hotels. This individual strategizes, plans, directs and coordinates activities across multiple digital work streams to ensure strategies and tactics are implemented according to the digital business plan to meet hotel objectives. The Manager, Digital Consulting, MDS (Hong Kong, Macau, Taiwan & Hainan) will develop and deliver customized digital business plans to key hotel stakeholders.

The Manager, Digital Consulting, MDS (Hong Kong, Macau, Taiwan & Hainan) is responsible for ensuring the successful execution of program activities and deliverables in a timely matter, within budget and delivers comprehensive reporting against defined metrics. This position may lead an executive, Digital Consulting, MDS China, depends on the number of hotels served in the dedicated areas.

Marriott Digital Services (MDS) is an in-house digital services team. MDS provides hotels with a variety of digital services, and functions as an agency-like model within the Global eCommerce and Digital Services organization.

CANDIDATE PROFILE
Education and Experience

• 4+ years' experience in an online agency or client services position is required or equivalent experience
• 2+ years of digital marketing experience preferred, experience with hotels a plus.
• BS/BA degree from an accredited university in Business Administration, Marketing, Hospitality, or related major.

CORE WORK ACTIVITIES
Managing Work, Projects, and Policies

Delivers against all aspects of the Digital Service's programs. This includes:
Ensures effective client communication
• Schedules and leads all client calls throughout enrollment period.
• Collects hotel specific information from clients regarding needs and expectations, answers questions about the program, digital channels and Marriott initiatives.
• Ensures appropriate documentation is delivered throughout program engagement.
• Monitors the impact of the program versus goals and proactively communicates with clients about need for changes in strategic direction.
Build and maintain long-term relationships with new and existing properties through open communication.
Manages program deliverables within expected timelines
• Ensure programs provide a cohesive digital strategy, through the use of search, social content and reporting tactic execution.
• Manage all program tactics to ensure deliverables are met and executed on-time.
• Coordinates with operations team, paid media teams and vendors to guarantee all program deliverables are executed on time.
• Reviews all client deliverables to ensure that they are on strategy and meet quality expectations.
• Establishes digital key performance indicators (KPIs), and adjusts program strategy and tactics based on client needs.
• Develops customized digital business plans and presents to hotel stakeholders in-person.
• Makes strategic recommendations for additional services/tactics to enhance program to meet property goals.
• Engages in frequent, active engagement with corporate Digital team(s) to ensure alignment, pull-through, and two-way communication about the status, performance, opportunities, and issues related to digital programs and initiatives.
• Identifies and deploys resources required to execute program tactics and coordinates with project teams to resolve or escalate performance issues.
Analyzes results and reports on progress
• Monitors program results and business goals on a monthly basis, exercising critical and analytical thinking of results.
• Builds quarterly reports to illustrate the impact of digital marketing initiatives and program tactics across various online verticals.
• Schedules and leads quarterly meetings with clients to communicate program results; provides insights and answers questions about hotel performance in the respective digital channels.
• Proactively looks for opportunities and makes recommendations for additional services/tactics to enhance the program.
• Answers hotel/owner questions, as appropriate.

Maintains client satisfaction and retention
• Meets goals as defined by client satisfaction survey and annual renewal targets.
• Proactively identifies add-on service opportunities to promote additional hotel customization and program evolution.
• Ensures consistency in service throughout the program agreement and when hotels are due for renewal, solicits reenrollment.


Supporting Operations

• Works with internal Operations team to guarantee program tactics are executed on-time and at a high-quality.
• Provides feedback to continually improve work processes and systems that support program execution.
• Solicit feedback from properties to ensure program tactics meet their needs and demands.
• Assists in successfully onboarding and training new employees.
• Actively participates and engages in internal and external special projects to broaden skill set.
• Engages in frequent communication with Digital Services team through established platforms.
• Establishes and maintains complete and up-to-date information on all properties status and performance.
• Supports department-wide efforts to improve Digital Service culture and work environment.
• Contributes to Digital Services blog.
• Attends training and conferences to increase subject matter expertise and deepen skills.
• Actively seeks out opportunities to learn more about the digital industry.

Additional Responsibilities

• Attends and participates in all relevant internal and external meetings.
• Informs, updates, and provides information to managers and co-workers in a timely manner.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal customers and department managers.
• Manages time effectively and conducts activities in an organized manner.
Performs other reasonable duties as assigned by manager.

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
• Talent Management - Provides support 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.
· Solid working knowledge of and experience in online marketing channels, including but not limited to SEO, paid media, retargeting, merchandising, email marketing, social media marketing and content marketing.
· Attention to detail, high energy.
· Project Management skills with the ability to manage multiple projects simultaneously.
· Strong Client Services approach.
· Effective presentation skills.
· Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.
· Proficient in Microsoft Office (excel, word, PowerPoint)
· Demonstrates self-confidence, energy and enthusiasm.
· Effective written and oral communications skills, including presentations.

• 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.

Desired profile

Qualifications :

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.