Customer Advocacy Manager

• Saturday-Wednesday, 1:00pm-10:00pm

• Work from-home: Saturday-Tuesday

• Work in-office: Wednesdays

As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g., Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) to support team and/or department objectives. Generally, works under close supervision or within well-established guidelines to complete routine tasks.

Specific Job Summary

Ensure 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.

Reports to: Director Customer Advocacy or Senior Customer Advocacy Manager

Interfaces with: Inter/Intra department personnel at many levels of the organization, including all MVCI MVW Corporate departments and resort sites, off-site offices, owners, customers, partners, and exchange company.

• 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:

• Serve as the customer advocate: infuse customer interests, expectations, and behavior in proactive measures.
• Manage the priority response process for customer complaints, requests, questions from all communication sources including phone calls, mail, email, and social media.
• Maintain confidentiality regarding all business matters.
• Take a proactive approach to customer service.
• Ensure proper training and tracking of customer contacts on MVWC Owner Issue Tracking Systems.

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

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Technology). College degree and/or relevant experience typically required.

Specific Candidate Profile

Education

A college degree preferred or equivalent work experience.

Experience

• 2-3 years' experience in a customer service operation.
• Minimum of 2 years of experience with Marriott Vacations Worldwide Corporation, preferably within Sales & Marketing, On Site Operations, or 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.