Job Abstract

JOB SUMMARY

Marriott has over 8700 hotels representing 139 countries and territories around the globe. The Localization team supports Marriott’s international growth agenda by building our global customer base through more relevant experiences supported by a balanced global / local operating model that allows associates to deliver localized and relevant experiences for their local customers. The Director, Customer Experience Localization will drive an enhanced focus on localization as it relates to customer experience. Specifically, this leader will be responsible for identifying and applying ideas to grow local customer base, advancing priority localization efforts, and bringing the voice of the Continents to headquarters initiatives. This position is part of the Experience Design and Innovation team and will work closely with both Continent teams and relevant global discipline leaders, with international Continent Consumer Operations teams as their primary stakeholders.

The core accountabilities for this position include:

• Lead top priority customer experience localization projects as identified by Continent and Customer Group Leadership (e.g., languages strategy, source markets strategy, global / local operating model)

• Partner with Vice President, Customer Experience Localization to execute and continuously improve localization strategy, program management and stakeholder communications

• Identify, evaluate and apply innovative opportunities to enhance the experience for local customers outside of the U.S., reduce pain points, or drive new revenue and other business metrics (e.g., acquisition / enrollments, activation / point active members)

• Serve as the voice of the continent into HQ initiatives to ensure a global perspective is provided.

CANDIDATE PROFILE

Education and Experience Required

• 8+ years’ experience in related field, demonstrating progressive career growth and a pattern of exceptional performance.

• 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major.

• Experience working internationally as part of the Continent team.

• Experience successfully defining and executing transformational strategies for business units.

• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity, ambiguity and conflicting or constantly changing priorities.

• Team player that works well with colleagues from various functions / departments / global regions and has the ability to influence the work of others without direct reporting accountability.

• Demonstrated ability to influence senior-level stakeholders across disciplines and regions.

CORE WORK ACTIVITIES

Customer Experience Localization

• Stay up to date on consumer trends in key international markets, how they impact our business and what potential opportunities they present.

• Stay up to date on needs of Continent teams delivering local customer experiences and how we can best support them to grow international customer base.

• Use storytelling to share discoveries and recommendations, influence business partners and create energy around localization initiatives.

Managing Projects and Priorities

• Function as a strategic senior technical expert within the department.

• Champion leaders’ vision for localization initiatives.

• Develop specific goals and plans to prioritize, organize, and accomplish work.

• Make and execute the necessary decisions to keep moving forward toward achievement of goals.

• Determine priorities, schedules, plans, and necessary resources to promote completion of any projects on schedule.

• Analyze information and evaluate results to choose the best solution and solve problems.

• Think creatively and practically to develop, execute, and implement new project plans.

• Generate and provide accurate and timely results in the form of reports, presentations, etc. 2

Delivering on the Needs of Key Stakeholders

• Understand and meet the needs of key stakeholders.

• Connect the trend / consumer needs to the business / other stakeholder needs.

• Communicate concepts in a clear and persuasive manner that is easy to understand.

• Demonstrate an understanding of business priorities.

• Support achievement of performance goals, budget goals, team goals, etc.

Providing Technical Support and Consultation

• Provide expertise and leadership within own and other teams.

• Provide recommendations to improve the effectiveness of processes and programs.

• Apply knowledge/judgment to achieve business goals.

• Foresee, identify, and resolve problems.

• Keep up-to-date technically and applies new knowledge to job.

• Perform other reasonable duties as required for this position.

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.