May 15, 2018Job Number
Starwood CCC-Singapore, Singapore, Singapore VIEW ON MAPBrand
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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?
The Senior Manager will oversee the day-to-day operations of the Customer Engagement Center (CEC) and will manage a team of multi-skilled associates towards the achievement of the organization's strategic goals and objectives.
The Senior Manager plays a critical role to translate the vision of the CEC into operational initiatives creating ONE team with a collective sense of purpose and culture. Works in close partnership with the Functional Leaders in collaboration to achieve operational excellence.
The role leads the development and implementation of customer engagement center-wide strategies and ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations.
As Senior Manager, this position has responsibility for key aspects of the operation including:
Qualification & Experience
4-year degree from an accredited university in from an accredited university in Business Administration, Sales and Marketing, or related field
8+ years of relevant professional experience in of relevant professional experience in contact center operations, sales, marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
Successful experience in leading and managing large scale initiatives and managing associated change
Proven successful leadership in relationship management with other key stakeholders
Extensive knowledge of systems and operations
Knowledge of contact center cost allocation and financial models
Minimum 5 years of experience in contact center leadership role preferred
In addition, this position serves as the principal interface with hotel properties and establishes relationships as a business partnership with the regional team.
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.