Manager Customer Advocacy II

Generic Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary

The Customer Advocacy Manager II will report to the Director, Customer Advocacy or Senior Manager, Customer Advocacy. They are responsible for ensuring a timely and effective response to customer issues (comments, complaints, and compliments) on behalf of the Executive Committee and Senior Management.

Exercise authority to make final decisions on behalf of senior management for the Company in the resolution of customer complaints and customer service exceptions. The Customer Advocacy Manager II interfaces with inter/intra department personnel at many levels of the organization, including all MVW Corporate departments and resort sites, off-site offices, owners, customers, partners, and exchange company.

Generic Expected Contributions

• Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.

• Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.

• Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.

• Assists more senior associates in achieving business results by:

• utilizing technical knowledge to identify opportunities to enhance the effectiveness of business processes.

• establishing priorities for self and, where appropriate, others.

• allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.

• contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc.)

• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.

• Performs other duties as appropriate.

Specific Expected Contributions

May include but not limited to:

Manage the Customer Service Strategy for Marriott Vacations Worldwide Corporation to include:

• Evaluate and refine onsite and off-site customer response procedures, supporting collateral and technology.

• Lead the department to function as the customer advocate: infuse customer interests, expectations, and behavior in proactive measures.

• Manage the priority response process for all MVWC surveys.

• Ensure Senior Management receives accurate data and information on the customer perception of the Company’s services and products.

• Maintain confidentiality regarding all business matters.

• Take a proactive approach to customer service.

• Develop and maintain internal billing mechanism to charge the appropriate department.

• Ensure proper training and tracking of customer contacts on MVWC Owner Issue Tracking Systems.

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Usually, a professional position with general knowledge in a discipline (i.e., Accounting, Human Resources, Information Technology). College degree and/or related experience typically required.

Specific Candidate Profile

Education

• Four-year Bachelor’s Degree or equivalent work experience.

Experience

• 5 years’ experience in a customer service operation and prior management experience with Marriott Vacations Worldwide Corporation in Sales & Marketing, On Site Operations, Service Fulfillment.

Skills & Attributes

• Ability to work alone and make decisions independent of daily supervision.

• Strong customer service focus and skills with previous experience in proactive techniques.

• Good time management skills.

• Highly developed problem-solving skills.

• Mature professional attitude with good interactive personal skills.

• Detail-oriented; strives for excellence in all assignments.

• Professional demeanor and appearance.

• Excellent organizational skills in order to manage multiple task/priorities simultaneously.

• Excellent verbal and written communication skills.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.