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POSITION SUMMARY
The Director, Global eCommerce Digital Services, Canada ensures that the Continent, Areas, and individual hotels (both managed and franchised) are aligning with the Marriott’s Digital strategy. This role is responsible leading Marriott’s Digital Activation in the continent across digital channels (Marriott.com, multi-lingual global sites, Mobile, eChannels, search engines, etc) to drive online revenue and profitability. The role also provides strategic market insights on digital matters/opportunities to the HQ digital and to Continent leadership teams. The Director, Global eCommerce Digital Services – Canada is responsible for pulling through Marriott’s corporate digital strategy and activation plans, in partnership with all HQ Digital Business Units, for all hotels within the continent.
This position reports to the VP, Global eCommerce Digital Services and collaborates with the regional leadership (VPs of Brand Marketing & eCommerce, Sales, Revenue Management), and other above property sales and marketing directors and managers. This position also leads the day-to-day efforts of above property digital staff.
EXPECTED CONTRIBUTIONS
The eCommerce Digital Services function is responsible for aligning field and Corporate Digital strategies, and driving the execution and activation of Corporate Digital and other on-strategy online initiatives throughout our system of 4,000 hotels, across our regions, and among our 300 owners and franchisees.
Specifically, the Director, Global eCommerce Services- Canada will:
Serve as the Continent’s discipline lead for Digital Activation, guiding the consistent and focused execution of Marriott’s enterprise Digital strategy across all hotels within Canada (all brands, managed and franchised):
1.Provides expert input to the HQ Digital to define/customize the Digital activation strategy and gameplan for the Continent and ensure it is strategically and tactically aligned with both the corporate Digital strategy and the unique needs of the Continent’s local markets; Helps assess & prioritize new online strategies, global site needs, etc.
2.Defines, executes, and manages the continent-specific portion of Marriott’s global Digital Activation strategy, in collaboration with Canada sales and marketing leadership, area leadership, and corporate Digital leadership.
3.Advises and counsels continent leadership regarding appropriate on-strategy Digital priorities and tactics, and advises them on the allocation of in-market Digital resources to activate their hotels and drive online revenue
4.Serves as the Digital discipline leader who counsels and guides the efforts and digital activation of franchised hotels and their appointed Digital leads.
5.Regularly monitor and analyze continent, area, and cluster-level performance against the digital Dashboard; Troubleshoot problem areas with the appropriate manager or continent leader.
6.Serve as the strategic thought partner to the VP of Global eCommerce Digital Services and VP, Brand Marketing & eCommerce regarding Digital for need markets and pre-opening hotels throughout Canada, working to guide the consistent and focused execution of Marriott’s enterprise Digital strategy (all brands, managed and franchised).
7.Analyze landscape for emerging Digital activation opportunities.
8.Identify and prioritize critical, unmet digital-related needs and “pain points”, and work with the HQ Digital to address them (e.g. develop new support tools, etc.)
9.Surface and advise the HQ Digital team regarding new features, functionality, etc., for M.com and its global sites that can aid in the digital activation of hotels in the continent and provide supporting business cases.
10.Manages the day to day of above property digital shared services managers.
11.Regularly monitor and analyze regional, area, and cluster-level performance against the Digital Dashboard. Troubleshoot problem areas with the appropriate manager or regional leader.
Continent wide Digital Activation and Pull through:
1.Assist, consult and build awareness of initiatives related to Digital marketing channels and opportunities for hotels.
2.Ensure adoption of Corporate Digital platforms, tools and resources (eAction Plan, Evolve, etc.).
3.Ensure that hotel websites on Marriott.com and Global Websites (i.e., Marriott.fr) are fully optimized to maximize traffic from search engines.
4.Interface with Hotel and Regional/Area leadership and peers to provide training and support Digital platforms across Canada.
5.Take ownership of pull-through and activation of Corporate and Field Digital initiatives and priorities (i.e., HWS management, SEO, PPC, OTA activation, etc.) in an effort to drive common process for the Canadian region.
6.Manage the sharing of best practices and drive alignment across the broader organization.
7.Partners with Area/Regional teams and Canadian Brand Marketing & Digital teams to communicate Digital updates for above-property report outs (Area Performance Reviews, Business Council Meetings, Demand Generation, etc.).
8.Assume leadership role, as requested by VP, Global eCommerce Digital Services, on ad hoc Digital opportunities and special projects.
9.Research, present, and implement new Digital opportunities for group, catering and transient business
10.Ensure that new in-market electronic/eChannel distribution opportunities for Canada are coordinated between the continent level and the corporate COE
11.Understand source market profiles for the continent, and work with area/cluster/Continent/corporate leaders on strategies, tools, and techniques for effectively targeting these (e.g. search engine optimization and paid search)
12.Ensure that online marketing strategies and tactics (e.g., SEO, PPC, online advertising, etc.) are coordinated between the continent level and the HQ Digital
13.Assess current Digital work and defines strategic priorities for need markets & pre-opening hotels.
14.Ensure continent/hotels are leveraging B2B e-tools to grow online bookings for Group and Corporate business
Support the implementation of a Digital Activation model such as Digital Services in appropriate markets
1.Determine feasibility for above property Digital Services
2.Work in partnership with Marriott Digital Services team to identify, develop and launch Digital programs relevant for he marketplace
3.Ensure client participation and retention goals are met across program tiers.
4.Support answering complex questions from clients and stakeholders.
5.Work with revenue management and eDistribution team to ensure key need opportunities are effectively surfaced to major OTAs.
6.Address client concerns and questions in a timely manner; acts as point of escalation
7.Ensure deliverables are accurate and occur in a timely fashion. Address & resolve issues; escalate when needed.
8.Interface with Area Vice Presidents and other Regional team members to ensure awareness and deliver performance roll up metrics, conduct Digital presentations during key leadership meetings or other similar above-property strategic sessions.
9.Assess additional needs in recruiting/hiring/developing digital talent as needed
10.Ensure that associates complete all required digital training and on-boarding
Digital Communication, Training, and Education:
1.Provide support for owners and internal presentations and trainings.
2.Pull owner reports on a regular basis, develop and implement action plan to correct, as needed
3.Assist with owner presentations and attend owner meetings.
4.Co-develop and lead Digital training of corporate sales training classes; Present Digital educational sessions at GM conferences, executive forums, Sales & Marketing conferences, continent workshops, etc.
5.Where appropriate, develop additional tools, procedures, training modules, and communications to ensure effective digital activation throughout the continent
6.Serve as the primary continent spokesperson and presenter for Marriott’s Global Digital Strategy and 3 Year Plan at continent conferences, breakouts, conference calls, staff meetings, etc
7.Pursue opportunities to elevate Digital visibility and priority among executive decision-makers; Cultivate relationships and communicate with above property leadership, GMs, owners, franchisees, etc. to raise their awareness, understanding, and motivation to activate their hotels digitally.
8.Lead regularly scheduled continent Digital Conference Calls/web calls with cluster and franchise Digital associates to review performance (e.g., using the Digital Dashboard), share best practices, communicate new launches and developments, and troubleshoot issues. Ensure follow-up on open items
9.Develop and lead other continent Digital communications, as appropriate
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
Experience
1.7 years managerial experience, at least 2 managing others
2.At least 4 years of digital experience preferred
3.Agency work experience strongly preferred; primarily in a client services/account services role
4.Solid working knowledge of and experience in online marketing fundamentals, search engine optimization (SEO) tactics in particular
5.Demonstrated ability to manage the interests and demands of multiple stakeholders
6.Hotel property experience, hotel Digital marketing experience, or related preferred
7.International working experience strongly preferred
Skills
1.Self confidence, high energy, and enthusiasm
2.Detail oriented, with strong track record of follow-through and delivery
3.Exceptional teamwork ability
4.Exceptional written and oral communications skills, particularly public presentations, and demonstrated ability to interface with and persuade senior leaders
5.Willing and able to travel internationally (40-60%)
6.Able to work effectively across diverse international cultures
7.Able to work independently and prioritize objectively and systematically
8.Able to guide and direct efforts of associates and managers who are not direct reports
9.Able to motivate others and ensure focus on measurable results
10.Fluent in English; fluency in one or more additional languages (French) is strongly preferred
11.Strong analytical acumen and discipline; strong problem-solving skills; able to use data to make decisions and justify priorities.
12.Strong persuasion and influencing skills
13.Champion for change and continuous improvement
Education
1.College (University) degree in eCommerce/Digital, marketing, hospitality management, or related field
2.MBA or similar advanced degree preferred
3.HSMAI CHDM – Certified Hospitality Digital Marketer designation preferred
/ 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. /
**Job:** **eCommerce*
**Organization:** **Corporate*
**Title:** *Director, Global eCommerce Digital Services, Canada*
**Location:** *MD-Bethesda-Marriott International HQ*
**Requisition ID:** *15000S64*