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Senior Manager, CEC Communications at Marriott

Senior Manager, CEC Communications

Marriott Richmond, VA (Onsite) Full-Time
**Additional Information** HQ or any NAD CEC

**Job Number** 23049595

**Job Category** Human Resources

**Location** CEC Omaha, 1818 North 90th Street, Omaha, Nebraska, United States

**Schedule** Full-Time

**Located Remotely?** Y

**Relocation?** N

**Position Type** Management



The Senior Manager, Communications is a key member of the Customer Engagement Center (CEC) team. The CECs employ over 6,000 associates globally, respond to approximately 50 million customer contacts, and book $7 billion in reservations across 20 centers supporting 18 languages. This role will be responsible for communication strategies and execution for CEC operations, programs, and initiatives. These responsibilities include oversight and development of operational communications, executive messaging, initiative and project-based communications, and proactive/reactive communication strategies based on core change management principles. Partnership with other CEC functions such as, CEC Global Operations, CEC Human Resources, and CEC Planning and Deployment will be critical responsibilities for this role.

The Senior Manager is responsible for 1) providing communications strategy and support for CECs globally; 2) developing and executing this strategy in partnership with the deployment teams; 3) addressing various stakeholder communication needs; 4) designing and leading the communication planning process as well as inventing related communication vehicles that drive successful delivery of CEC capabilities across the company; and, 5) partnering with key communications and PR partners.

Success in this role requires a strong background in communications and change management, critical thinking skills, ability to manage complex stakeholder interactions, a proven ability to manage multiple projects at the same time, as well as a willingness to be tested on difficult projects and initiatives.


+ Associate degree; 8 years' experience in business, sales and marketing, management operations, or related professional area.


+ Bachelor's Degree, preferably in communications or business; 6 years' experience in business, sales and marketing, management operations, or related professional area.


+ Graduate degree, MS/MBA (or equivalent) in Business Management, Psychology, or Related Field.

+ Experience in marketing and branding.

+ Hospitality/Lodging industry experience.

+ Experience and knowledge in change management, business transformation and organizational/ process analysis principles and methodologies.

+ Experience with project management approaches, tools and phases of the project lifecycle.

**Preferred Capabilities**

+ Experience and knowledge in advanced technologies for communications, strategic communications and planning

+ Consulting experience strongly preferred

+ Outstanding written and verbal communication skills

+ Excellent organizational, project and budget management skills

+ Ability to present ideas and information in a concise, organized way



+ Partner with CEC team members to develop communications strategies and tactical plans that support initiatives and drive associate engagement.

+ Create, plan, and execute every aspect of CEC initiative communications plans to effectively disseminate key messages tailored to targeted audience.

+ Own, develop and manage calendar of key messages to ensure consistent, relevant and timely delivery of internal communications material.

+ Create messages describing CEC initiatives for use in internal communications and partner with Corporate/Consumer Public Relations for external communications (i.e., industry, competitors)

+ Develop targeted communications (examples: memos, Frequently Asked Questions (FAQs), presentations, videos, collateral, webcasts, etc.) describing change, preparation, rollout measurements and milestones based on international market needs.

+ Develop core presentations for CEC senior leaders and key stakeholders (owners, associates, customers, etc.).

+ Establish methods to measure the effectiveness of change management, marketing and communications efforts, set targets, track results, and improve programs. Lead data collection efforts and analyze data and feedback to inform strategy development; track performance and recommend solutions to continuously improve performance.

+ Promote use and refinement of the CEC team templates:

+ Webcast coordination and execution

+ Preparation of Senior Executive memos, presentations and communications

+ Maintain distribution standards

+ Conduct change readiness assessments evaluate results and present findings in a logical and easy-to-understand manner.

+ Design and apply a structured change management approach and methodology for initiatives supported.

+ Respond to ad hoc requests.

+ Support requests by department managers as needed.


**Lead Change**

+ 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.

**Deliver Results**

+ 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.

**Create Belonging**

+ 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.

**Develop Others**

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

**Learn & Excel**

+ 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.

+ 5+ years' experience in communications, change management and/or consulting

+ Strong ability to write and edit for all media

+ Strong ability with graphic design and layout

+ Experience using social media networking tools to achieve communications objectives strongly preferred

+ Demonstrated experience in working with cross-functional work teams in a matrix organization

+ Strong knowledge of Microsoft Office 365 Suite

+ 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.

_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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law._

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?

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