Posting Date May 18, 2018
Job Number 18001FC1
Location Starwood CCC-Singapore,
The Manager, Loyalty Ambassador Service is responsible for delivering a consistent ambassador program globally, including pull-through of loyalty culture. They will achieve this by working closely with the Senior Manager, CEC Ambassador Specialty Services in each Customer Engagement Center in their respective continent(s). They will serve as subject matter experts on Ambassador’s unique tools, processes and service providers, which are critical to delivering a unique and personalized one-to-one ambassador concierge service. The Manager, Loyalty Ambassador Service will also be a critical part of the ambassador team, helping to develop strategies to enhance and improve the value of the program’s day to day operations, including creating raving fans of the ambassador service from both new and long-standing ambassador members around the globe. The Manager, Loyalty Ambassador Service will also ensure execution and delivery of critical projects by serving a liaison between the global ambassador team and customer engagement centers.
Education and Experience Preferred
4-year degree from an accredited university in Business Administration, Marketing, or related major and 3+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
5+ years of relevant professional experience in marketing/operations or related function, demonstrating progressive career growth and pattern of exceptional performance.
Coordinate with Marriott’s Member Experience team, specifically the Ambassador Service, Loyalty Marketing Leaders to align on monthly, quarterly and annual goals for the ambassador service (ensuring alignment with the overall loyalty program).
Build and maintain strong working relationship with the senior leadership teams within the Customer Engagement Center(s) for respective continent(s) to ensure ambassador service is delivering consistently against program goals. This includes keeping key stakeholders involved and knowledgeable about the work being done within the Ambassador Service.
Align with headquarters and engagement center teams to ensure that ambassador service is maximizing all resources within the Customer Engagement Centers, e.g. learning & development, quality assurance, business analytics and operations. This position will be expected to identify any new opportunities and work with necessary team(s) to help maximize member satisfaction with the Ambassador Service.
Surface regional opportunities and pain points for program improvements/innovation (member trends)
Annual Ambassador satisfaction survey action planning, including bi-annual in-person Ambassador Manager meetings to deep dive into member satisfaction
Innovation Council (technology & efficiency focused)
Ad hoc focus groups and town halls
Serve as hub for on-going sharing and adopting best practices across continents/CEC locations
Framework of weekly site meetings with Ambassador supervisors, Ambassador Liaisons, 24/7 associates, including review weekly performance and best practice sharing at the site-level (twice a year visit each center in-person)
Manage and analyze issue resolution for properties and guests
Build and maintain strong business relationships with properties, especially General Managers and other key staff members in order to educate them on the value of the ambassador program
Partner with CEC to ensure consistent rollout of new initiatives and pilots to drive member engagement around the globe
Work with key stakeholders and ambassadors to select attendees for high-profile member events + developing/managing ambassador-specific events to cultivate emotional loyalty among our high value members.
Improving and shaping the day-to-day operations of the ambassador service teams within the Customer Engagement Centers by developing and communicating more effective ways to deliver the highest standards in the industry when it comes to member engagement and experiences.
Handle escalated calls with members who want to speak to Ambassador program leadership
Continent oversight of VIP programs, e.g. 5 Star, Cobalt, and other new VIP programs added in future
Track annual member downtrending and assist with escalations
Track and report against key performance metrics and sharing member/ambassador insights