The Director, MEA CEC Operations has responsibility and accountability for the overall performance of the contact centers within MEA. The Director sets the vision for the centers, especially critical during a pivotal period of merger of both legacy organizations, and translates the vision into operational initiatives. This role also develops strategies to ensure the customer experience is consistent with company strategy and values. Works in close partnership with the Leadership Team of the centers and provides leadership, direction and influence for the overall performance. The role leads the development and implementation of customer contact center-wide strategies and ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. The Director will develop and maintain key partnerships with:
Operations Managers at CEC locations in Dubai and Cape Town
Hotel leaders to ensure deep understanding of our CEC services
Area leadership in key markets to ensure that our CEC services are culturally
and locally relevant
Owners to represent the best interests of our hotels as we execute our business plans, services, etc.
The role will partner with the continent to deliver on the global CEC strategy to increase ARSO participation from our portfolio of services, as defined by the VP CEC EMEA. This will include providing support to enrolling properties, ongoing account management, building relationships and growing Property Support Services in MEA across all brands.
Education and Experience Preferred
4-year degree from an accredited university in from an accredited university in Business Administration, Sales and Marketing, or related field OR
8 years of relevant professional experience in of relevant professional experience in contact center operations, sales, marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
Successful experience in leading and managing large scale initiatives and managing associated change
Proven successful leadership in relationship management with other key stakeholders
Extensive knowledge of Marriott systems and operations
Knowledge of contact center cost allocation and financial models
Minimum five years of experience in contact center leadership role preferred
CORE WORK ACTIVITIES
Overseeing the Customer Engagement Center
This role leads the MEA CEC leadership team in the development and implementation of center-wide strategies and ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations
Accountable for Customer Engagement Center productivity and financial results of the sites under their direction as well as revenue generated.
Oversees the center s related budget, expenses, and capital investment.
Ensures center s adherence to policies, procedures and performance against KPIs
Supports Operations Leaders in developing each center s culture and fosters a team environment that provides extraordinary customer service
Managing Responsibilities with Stakeholders
Work closely with the VP CEC EMEA and region to ensure we are operating and supporting CEC objectives locally, while delivering consistent guest experiences across the platform. Supports continent growth strategy through our CEC portfolio of services such as ARSO and Service Delivery Model , ensuring integration of divisional initiatives and strategy in our work
Works with Area Team to drive increased participation in our CEC global portfolio of services.
Works with consideration of CEC network with continent awareness of infrastructure, telecoms and potential geo political obstacles. Builds effective relationships with continent GM community to support increased participation.
Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.
Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.
Coordinates with COEs and other center leaders to ensure consistency and alignment on strategic priorities
Assists direct reports with building and maintaining stakeholder relationships as business partnerships.
Leading and Managing Teams
Hires, develops, and retains diverse leadership talent that makes a strong, positive impact on the organization.
Creates a team environment that encourages accountability, high standards, and innovation.
Sets clear organizational goals and expectations for direct reports using the performance review process and holds team accountable for performance.
Continuously improves team and job structures and ensures clear leadership accountabilities are in place.
Builds teams with the appropriate mix of talent and skills to drive innovation and performance. Identifies talents of direct reports, and assists with their growth and development plans.
Facilitates regular, ongoing communication in department.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Industry Type :
Hotels / Hospitality
Functional Area :
Helpdesk / Customer Service / Telecalling