Senior Manager of Customer Experience – Online Retail

JOB SUMMARY

We are seeking an experienced professional to liaison with multiple teams, including customer service, digital ops, merchandising, IT and others to ensure an outstanding experience for customers who purchase home products from Marriott Bonvoy Boutiques (i.e. The Marriott Pillow, Westin Heavenly Mattress). The ideal candidate will be responsible for developing and implementing strategies to optimize the retail customer service policies, manage customer escalations, research ecommerce/vendor exceptions and escalate to resolution, discover/organize the necessary data & analyze customer trends and online/offline friction points while fostering a positive partnership with the customer service, MBB and digital teams. This position will also be responsible for helping prioritize changes/enhancements based on a balance of market forces, revenue & profit generation, identifying new product enhancements/additions, customer satisfaction and always-shifting business dynamics. As part of a smaller team, this position will also take on additional responsibilities where needed.

This position will be HQ based and work within a corporate hybrid model.

CANDIDATE PROFILE

Education and Experience

Required
• 4-year degree from an accredited university.
• 5+ years of relevant professional experience in supporting/working alongside of customer service preferably within a retail environment.
• Strong project management skills, including a demonstrated ability to coordinate across multi-functional project teams to drive concrete results and actions.
• Customer service orientation.
• Awareness of retail/ecommerce industry’s latest trends.
• Strong communication and analytical skills.
• Advanced troubleshooting and multi-tasking skills.
• Ability to collect, organize, analyze and present data into functional requirements.

Preferred
• Experience interfacing with vendors or customers to solve challenges.
• Retail experience, with specific preference to home.
• Working knowledge of customer service software, ecommerce platforms, databases, and tools.

CORE WORK ACTIVITIES

• Contribute to improve the online and offline customer experience, create engaged customers, and facilitate organic growth by integrating into the customer lifecycle (both pre and post order).
• Take ownership of customer issues and/or platform issues follow problems through to resolution.
• Set a clear mission and deploy strategies focused on achieving that mission.
• Co-Author service procedures, policies, and standards while making recommendations for how to implement with existing resources.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Coordinates with various Marriott teams including but not limited to customer service, merchandising, procurement, technical, loyalty and retail channel management.
• Create and manage complex project plans to track progress on planned initiatives.
• Develops and sustains relationships with stakeholders across the enterprise

The salary range for this position is $108,300 to $136,300 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.