JOB SUMMARY

Responsible for establishing strategies and leading a team to develop digital products that enable seamless customers experiences in the physical/digital world. With the growth in the size and diversity of Marriott’s travel footprint and venue types there is an opportunity to enhance the connections we have with customers at the intersection of physical & digital experiences. This role will focus on building out customer experiences that specifically enhance hotel stay experience through the use of digital that will often concurrently create operational efficiencies for hotel owners and associates. This includes enabling more seamless arrival experiences (digital front desk) with products such as mobile key, check-in kiosks, or enhanced customer-to-hotel communications (digital concierge) via Chat or enhanced digitally enables room products (e.g. in room entertainment). From hotels, to spas, golf courses, villas, office buildings, meeting spaces, apartments, resorts and other emerging destinations, MI needs to offer “above-location” capabilities and services that are modern and scale with our company vision. This leader will build and manage a team to develop and produce strategies to meet the changing consumer needs related to our physical footprint. This leader will closely partner with key stakeholders across the broader Digital Department, Technology, Global Design, Global Operations, Development, Brands and Marketing to establish strategies, executing on vision both in building out digital products and ensuring the pull through and implementation at hotels.

This role will report to the SVP, Digital Products.

CANDIDATE PROFILE

Education and Experience

• 12+ years’ experience in digital product strategy, management or operational leadership positions, demonstrating progressive career growth and a pattern of exceptional performance.
• Experience managing and defining transformational strategies and digital and technology products, specifically as it relates to bringing the digital and physical world together via consumer digital products.
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
• 4-year degree from an accredited university with advanced degree in business management Preferred.

CORE WORK ACTIVITIES

Leading ON-site Digital Products Strategy and Teams

• Identifies core capabilities and defines roadmaps for bringing physical/digital experiences to life.
• Acts as SME/expert on emerging technologies and trends that enable these experiences, and sets direction for buy/rent/build approach as appropriate.
• Engages internal teams, partners and software providers to ensure delivery of high quality experiences, with a focus on time to market and driving value creation for destinations and customers.
• Manage products throughout the lifecycle, taking a rapid agile delivery approach with test and learn development methodologies.
• Champions the business service vision for product and service delivery, while relentlessly measuring and focusing on KPI improvement.
• Responsible for establishing approaches, communications and pull through and implementation of digital products at hotels.
• Communicates a clear and consistent message regarding departmental goals to produce desired results internally, across global and continent stakeholders and to hotel communication.
• Makes recommendations and executes the necessary decisions to keep products moving forward toward achievement of goals.

Identify Trends & Managing Profitability

• Communicates emerging trends in the space and shares across relevant executive leadership and key stakeholders.
• In partnership with engineering and UX team members, stays up to date on emerging technologies in the space, as well as consumer trends, software partnership opportunities and industry best practices.
• Drives digital strategy and recommendations aligned with customer use cases, business outcomes, speed to market and profitability to ensure a balanced approach to driving success for our customers and partners.
• Analyzes performance and identifies issues and trends to be solved and prioritized in ongoing product roadmaps.
• Works with teams to develop an operational strategy that is aligned with the overall MI business strategy and leads its execution.
• Reviews and audits expenses and budgets with a view on TCO and full P&L benefits through digital technology choices.

Managing Revenue Goals

• Monitors performance against budget.
• Reviews reports and financial statements to determine operations’ performance against budget.
• Coaches and supports team to manage expenses, wages and controllable expenses.

Building Relationships & Ensuring Exceptional Customer Service

• Partner with other Digital product teams and other disciplines to develop, promote, support and deploy products in market. Ensure on-going performance of OSD technology at hotels.
• Partner with disciplines to identify proof of concepts and pilot hotels.
• Partner with the CX teams on ensuring appropriate Marriott International KPIs are developed and measured and reported to executive leadership in all related stakeholder groups.
• Demonstrates and communicates key drivers of customer satisfaction for the product’s target customers.
• Analyzes customer feedback via data and real-time to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes customer experience and key use cases during all departmental meetings and focuses on continuous improvement.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve customer performance and VOC results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.
• Promotes the fair and equitable treatment of employees.
• Facilitates regular, ongoing communication in department (e.g., staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees.
• Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.
• Solicits employee feedback.
• Utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Identifies talents of direct reports and their teams and assists with their growth and development plans.

MANAGEMENT COMPETENCIES

Leadership

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor -Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution –Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

• Customer Relationships -Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability