Director, HVMB US Canada Account Management

JOB SUMMARY 

The Director, HVMB US/CANADA Account Management, works with the Vice President, Homes & Villas by Marriott Bonvoy (HVMB) to maintain HVMB business relationships and grow partners post contract. The Director is responsible for building and managing relationships to create long-term value. The role sets the strategy and plan to execute on key KPIs:  Revenue, Channel Share, Intent to Recommend (ITR) and Home Management Company (HMC) /Connectivity Provider (CP) Overall Satisfaction (NPS) and is responsible for planning, developing, implementing and evaluating the quality of the operations.  The Director leads a team to manage US/CAN accounts with HVMB’s HMCs and CPs.  

CANDIDATE PROFILE  

Education and Experience  

Required 

• 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major. 

• Seven or more years’ experience in the hospitality industry, demonstrating progressive career growth and a pattern of exceptional performance. 

• Four or more years’ experience in the residential home rental sector. 

• Experience managing and defining transformational strategies for business units. 

• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.  

Preferred 

• Advanced degree (MBA, MSc, MA) 

CORE WORK ACTIVITIES  

Account Management 

• Work with the Vice President, Homes & Villas to cultivate business relationships, maximize financial performance and grow partners post contract.  

• Lead and guide the strategy for managing business relationships with HMCs to create long-term value directly and through leading an account team. 

• Develop and lead Connectivity Partner and Technical Onboarding strategy to meet organizational growth goals. 

• Manage relationships with key partners, once on-boarded to HVMB. 

• Manage and evaluate existing partnerships and identify opportunities for continued growth. 

• Lead all aspects of the account management process, including management of data, analytics, and performance of HMCs and Connectivity Partners. 

• Perform high level / directional technology troubleshooting with partners. 

• Where relevant, support partnerships and operating norms with hotel Continent teams. 

• Manage all aspects of the account partnership including HVMB’s standards and marketing goals.  

Build Continent Infrastructure 

• Lead and manage the strategy and processes for the US/CAN team to manage our growing portfolio. 

• Lead the ongoing communication and alignment with HVMB’s partners to directly impact top line performance of the business.   

Demonstrate and Apply Discipline Knowledge 

• Keep abreast of key demand/supply indicators, trends, and competitive information at a market level. 

• Attend trade shows, industry events and provide insights face-to-face based on business needs. 

Leading Discipline Team 

• Champions the brand’s service vision for product and service delivery. 

• Communicates a clear and consistent message regarding departmental goals to produce desired results. 

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

Managing Profitability 

• Analyzes service issues and identifies trends. 

• Works with teams to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. 

• Reviews and audits expenses. 

Managing Revenue Goals 

• Monitors performance against budget. 

• Reviews reports and financial statemen