Manager| MDS Client Service Support – Sydney Area Office – Sheraton Grand Sydney Hyde Park


Job Number 19158024
Job Category Sales and Marketing
Location Sydney Area Office| Sheraton Grand Sydney Hyde Park| Sydney| New
South Wales| Australia
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
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 supporting Marriott Digital Services (MDS)
client services teams| with a focus on the MDS teams located in the Asia-
Pacific Excluding China (APEC) and Greater China (GC) regions.

The Manager| MDS Client Service Support| delivers in-depth training| serves as
the main point-of-contact for new and existing agency relationships| helps set
and monitor appropriate regional KPIs and work utilization reports| all in an
effort to ensure a successful partnership between MDS and the regions it
supports. This role also serves as a bench level of support for the
comprehensive Marriott Digital Services (MDS) digital service programs for
hotels globally| within the corporate-based MDS team| providing support as
needed to MDS client services teams around the world. The Manager| MDS Client
Service Support will be assigned to digital programs comprising of a range of
program levels and complexities| when demand requires.

The Manager| MDS Client Services Support| will lead and/or coordinate all
regional training efforts pertaining to client service fundamentals and best
practices| including but not limited to search engine optimization (SEO)|
search| content| paid media| merchandising| MDS reporting| MDS systems and
processes| Marriott Digital enterprise systems and processes| digital
marketing strategies| and other topics relevant to the MDS programs. The
Manager will be responsible for evaluating specific needs within the region|
and deploying training accordingly.

Marriott Digital Services (MDS) is an in-house digital services team. MDS
provides hotels with a variety of digital services| and functions as an
agency-like model with Marriott International.


Education and Experience

4+ year’s experience in an online agency or client services position is required or equivalent experience
3+ year’s 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


Managing Work| Projects| and Policies:

Supporting Operations:

Develops and facilitates the onboarding and training of new associates within the Client Services organization.
Coordinates training sessions and materials| delivered virtual and/or in-person| to support new and existing tactics and systems utilized within the program.
Creates and sustains new training and communication methods to keep team informed and engaged.
Provides feedback to continually improve work processes and systems that support program execution.
Solicit feedback from properties to ensure program tactics meet their needs and demands.
Actively participates and engages in internal and external special projects to broaden skill set.
Engages in frequent communication with Digital Services team through established platforms.
Establishes and maintains complete and up-to-date information on all properties status and performance.
Supports department-wide efforts to improve Digital Service culture and work environment.
Contributes to Digital Services blog.
Works with internal Operations team to guarantee program tactics are executed on-time and at a high-quality.
Attends industry training and conferences to increase subject matter expertise and deepen skills.
Actively seeks out opportunities to learn more about the digital industry.

Client Service Vendor Management:

Act as a strategic point of contact between MDS and global client service agency partners| particularly those within APEC and GC.
Makes strategic recommendations| plans and actions for APEC/GC client services agency partners.
Provides| builds and leads all necessary training to all client services agency partners team members.
Completes and reports out on regular updates to the client services agency partners KPI dashboard and key areas of focus to client services agency partners.
Assists with the processing of client services agency partners invoicing.
Monitors and tracks partner progress to performance against programs and goals.
Responsible and accountable for all communication between MDS & APEC/GC client services agency partners

Bench Digital Client Services:

Delivers against all aspects of the Digital Service’s program offering. This

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 program| digital channels and Marriott initiatives.

Ensures appropriate documentation is delivered throughout program engagement.

Monitors the impact of the program versus goals and proactively communicates with clients about need for changes in strategic direction.

Manages program deliverables within expected timelines

Coordinates with operations team| paid media teams and vendors to guarantee all program 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 program strategy and tactics based on client needs.

Makes strategic recommendations for additional services/tactics to enhance program 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 programs and initiatives.

Identifies and deploys resources required to execute program tactics and coordinates with project teams to resolve or escalate performance issues.

Analyzes results and reports on progress

Monitors program results and business goals in line with the cadence of the program tier| exercising critical and analytical thinking of results.
Builds quarterly reports to illustrate the impact of digital marketing initiatives and program tactics across various online verticals.
Schedules and leads quarterly meetings with clients to communicate program 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 program.
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 program evolution.
Ensures consistency in service throughout the program 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.



Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

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.

Managing Execution

Building and Contributing to Teams – Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

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.

Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

Coworker Relationships – Interacts with others in a way that builds openness| trust| and confidence in the pursuit of organizational goals and lasting 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.

Generating Talent and Organizational Capability

Talent Management – Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

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.

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