Marriott Careers

Digital Client Service Manager, (12-month Fixed Term Maternity Cover)

London, United Kingdom
Sales and Marketing


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Posting Date Jan 21, 2020
Job Number 20010748
Job Category Sales and Marketing
Location Europe Office - London, Barnard's Inn, 86 Fetter Lane, London, Greater London, United Kingdom VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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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?


This position is responsible for the comprehensive digital strategy and daily management for a portfolio of hotels within the corporate-based Marriott Digital Services (MDS) programme.  MDS is an essential part of Marriott’s Global eCommerce & Digital Services (GEDS) team and functions as an agency-like model within the eCommerce organization. The Digital Client Services Manager will support the MDS programme, 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 Digital Client Services Manager owns the client relationship and is the primary point of contact with local 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 Digital Client Services Manager is responsible for ensuring the successful execution of programme activities and deliverables in a timely matter, within budget and delivers comprehensive reporting against defined metrics.

Delivers against all aspects of the Digital Service’s programme. 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 programme, digital channels and Marriott initiatives.
• Ensures appropriate documentation is delivered throughout programme engagement.
• Monitors the impact of the programme versus goals and proactively communicates with clients about need for changes in strategic direction.

Manages programme deliverables within expected timelines

• Coordinates with operations team, paid media teams and vendors to guarantee all programme 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 programme 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 programme 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 programmes and initiatives.
• Identifies and deploys resources required to execute programme tactics and coordinates with project teams to resolve or escalate performance issues.

Analyzes results and reports on progress

• Monitors programme 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 programme tactics across various online verticals.
• Schedules and leads quarterly meetings with clients to communicate programme 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 programme.
• 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 programme evolution.
• Ensures consistency in service throughout the programme agreement and when hotels are due for renewal, solicits reenrollment.

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.


Education and Experience

• 3+ years’ experience in an online agency or client services position is required or equivalent experience
• 2+ years’ experience in leading project teams and implementing digital strategies or equivalent experience
• BS/BA degree in marketing or related field or equivalent certification from higher education

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.
o 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.
o Attention to detail, high energy.
o Project Management skills with the ability to manage multiple projects simultaneously.
o Strong Client Services approach.
o Effective presentation skills.
o Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.
o Proficient in Microsoft Office (Excel, Word, PowerPoint)
o Demonstrates self-confidence, energy and enthusiasm.
o Effective written and oral communications skills, including presentations.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
o Reading Comprehension – Understands written sentences and paragraphs in work related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.
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.

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