Director, CEC Strategic Initiatives

Marriott’s Customer Engagement Centers (CECs) provide global customer service, reservations, and loyalty program support across voice, email, and chat channels.  The Director, CEC Strategic Initiatives will design and implement changes in the CECs to support our ever-evolving Loyalty Program.  This role will work directly with loyalty operations to ensure proper pull through of the program and drive loyalty performance metrics. This position will be responsible for successful implementation of all Loyalty-impacting programs and processes within the CECs.  These include: changes to currency and earnings, changes to program benefits, changes to program branding or structures, implementation of new partnerships or partnership benefits, program promotions, and changes to CEC-specific processes or systems (particularly reservation booking platform) that specifically support Marriott's Loyalty program.  This role will also support co-brand credit card initiatives, including business-as-usual (BAU) operations and new card launches. This role will provide feedback on systems enhancement and requirements to HQ team to ensure the reservation booking platform is fully optimized and is nimble to respond to loyalty marketing and operations for our members. Finally, this position will play a critical role in supporting the Loyalty Business Transformation (LBT) as the program transitions to a new technology platform.

CORE WORK ACTIVITIES 

Loyalty-CEC Strategy

• Develop strategies and implement changes in the CEC organization to support the on-going evolution of Marriott’s Loyalty Program.
• Partner with Loyalty organization and other CEC functions to develop and implement plans to support loyalty program changes related to currency, redemption and earnings structure and member benefits (e.g., Peak-Off-Peak). 
• Build execution plans spanning change management, workforce management, knowledge management, training content creation, training delivery, quality assurance and technology to ensure successful deployment of Loyalty initiatives. 
• Define CEC strategy and approach to support the implementation of new partnerships or partnership benefits (e.g., airline partners). 
• Partner with IT and CEC Technology teams to support CEC processes or systems (particularly Reservation booking platform) that specifically support Marriott's Loyalty program. 
• Partner with other CEC Strategy functions to support the evolution of our Case Management platform to ensure case types and workflows provide associates with the right processes and guidance to respond to member needs. 
• Collaborate with CEC functions including Business Analytics, Operations, and Strategy to identify need areas for improvements in Loyalty related processes (e.g., use of certificates, visibility into member history).
• Partner with other CEC Strategy team members to understand impact of Enterprise-wide initiatives that have impact on loyalty program and member benefits and ensure CEC organization is positioned to support such initiatives from a Loyalty program perspective. 
• Provide on-going subject matter expertise to support the refinement/development and documentations of existing/new processes to inform our Knowledge Management, Communication and Training development efforts. 
• Monitor and drive performance metrics for the Loyalty Care and Sr. Elite Knowledge Groups to ensure alignment with business objectives and member satisfaction goals.
• Lead business diagnostics to develop baseline assessments and identify areas of opportunity in the Loyalty Care and Sr. Elite Knowledge Groups. 
• Provide leadership and subject matter expertise on critical technology projects that impact Loyalty workflows and processes.
• Support the implementation and ongoing management of co-brand credit card programs, including BAU operations and new card launches.
• Play a critical role in supporting Loyalty business transformation efforts, particularly the migration to a new technology platform, ensuring alignment across CEC functions.

CANDIDATE PROFILE 

Education and Experience 

• 4-year degree from an accredited university in Business Administration or Operations, Hotel and Restaurant Management, or related major; 8 years’ experience in the business, sales and marketing, management operations, or related professional area

OR

• 8+ years of relevant professional experience in call center operations or a similar function, demonstrating progressive career growth and pattern of exceptional performance. 
• Minimum of 4 years of process improvement experience; experience with Six Sigma or other process improvement methodology is preferred.
• Minimum of 2 years leading enterprise service design