Title: Director, Global eCommerce Services - CALA
Location: USA-MD-Bethesda-Marriott International HQ
Job Number: 13000XVQ
POSITION SUMMARY
The Director, Global eCommerce Services, CALA reports to the Global eCommerce Services team in the Corporate eCommerce Department. The position works at the regional level to ensure that the region, clusters, and individual hotels (both managed and franchised) (approx. 60) are aligning with Corporate eCommerce strategies and e-activating their electronic channels (Marriott.com, multi-lingual global sites, eChannels, search engines, and other eMarketing vehicles) to maximize online revenue and profitability.
This role provides strategic market insights on eCommerce matters/opportunities to the Corporate eCommerce team and to the Regional leadership team(s). This role will also facilitate & manage the Global Site static pages, in partnership with field marketing & HQ eCommerce, including promotional placements, brand, B2B and corporate pages (NOTE: Primary focus will be Marriott.com (80%), then Global Sites (20%).)
This position collaborates directly with Vice President of Marketing & eCommerce, CALA; Regional Vice President of Marketing & eCommerces; Area or Cluster Directors of Sales and/or Marketing (ADSMs/CDSMs); and directs the efforts of Cluster eCommerce Managers.
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Qualifications:
EXPECTED CONTRIBUTIONS
The Global eCommerce Services function is responsible for aligning field and Corporate eCommerce strategies, and driving execution of Corporate eCommerce and other on-strategy online initiatives throughout our system of 3,500 hotels, across our regions, and among our 300 owners and franchisees.
Specifically, this position will:
1. Serve as the region’s discipline Lead for eCommerce, and guides the consistent and focused execution of Marriott’s enterprise eCommerce strategy across all hotels within a region (all brands, managed and franchised):
· Reports directly (solid line) to the Senior Director, Global eCommerce Services (GES) at Corporate HQ. Works directly with the HQ Sr Dir of GES and the HQ SVP-Digital Strategy to define/customize the eCommerce Activation Strategy and Gameplan for the specific region, and ensures it is strategically and tactically aligned with both the Corporate eCommerce Strategy and the unique needs of the region’s local markets.
· Coordinates with the VPME, CALA
· Defines, executes, and manages the region-specific portion of Marriott’s Global eCommerce eActivation Strategy, in collaboration with Regional Sales & Marketing leadership, Area Leadership, and Corporate eCommerce Leadership.
· With the support of the HQ Sr Director-GES, advises and counsels Regional and Area Leadership (VPBME, VPME, RVPSMs, ADSMs) regarding appropriate on-strategy eCommerce priorities and tactics, and advise them on the allocation of in-market eCommerce resources to activate their hotels and drive online revenue (e.g., help evaluate whether additional field or cluster eCommerce manager positions are warranted)
· Coordinate with Corp eCommerce and across clusters & region(s) to help assess & prioritise new online strategies, global site needs, etc.
· Serve as the eCommerce discipline lead on Regional Leadership teams alongside Regional Sales Marketing VPs (RVPs), and guide the efforts, priorities, and activation plans of cluster-level eCommerce managers for managed hotels..
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· Serve as the eCommerce discipline leader who counsels and guides the efforts and e-activation of franchised hotels and their appointed eCommerce leads.
· To guide the managed and franchised points-of-contact, this Director position will:
o Manages eCommerce staff in the Continent; Currently 5 Cluster eCommerce managers; 1 eCommerce Marketing manager
o Set reasonable ecommerce goals for the field eCommerce managers, and review progress periodically, jointly with the ADSMs, VPBME, VPME, HQ Sr Director GES, and franchisee points of contact
o Hold field eCommerce managers accountable for performance against eCommerce goals, and work with ADSMs / VPME / VPBME franchisees to address performance issues
o Provide input, feedback, and recommendations from the ADSMs / VPME as part of the regular LPP/performance review process for field eCommerce managers
o Identify high-potential eCommerce managers who could be groomed for future leadership roles
o Lead recruiting/hiring Cluster eCommerce managers
o Assure that field ecommerce managers have completed all required eCommerce training and on-boarding
· Regularly monitor and analyze regional, area, and cluster-level performance against the eCommerce Dashboard. Troubleshootproblem areas with the appropriate manager or regional leader.
· This role manages 5 cluster-level eCommerce managers, and guides the efforts of a to-be-determined number of franchisees.
2. Guide and verify that all hotels within a region are being fully activated on Marriott.com and its in-language global sites
· Ensure that Cluster eCommerce Managers are activating the eCommerce Action Plan” and driving revenue growth for their hotels (e.g., Hotel Websites on M.com, M.com booking path, search engine optimization, etc.)
· Ensure Cluster eCom Managers and are pulling-through eCommerce initiatives, tools, etc.
· Engage with field eCommerce Managers, Area Leadership, and/or Regional Leadership to identify and prioritize critical, unmet internet-related needs and pain points”, and work with Corporate eCommerce to address them, develop new support tools, etc.
· Advise Corporate eCommerce regarding new features, functionality, etc., for M.com and its global sites. Advise the Global Sites Council on market-specific imperatives that may warrant new web strategies, and provide supporting business cases.
· Facilitate & Manage the Global Site static pages, in partnership with field marketing & HQ eCommerce, including promotional placements, brand, B2B and corporate pages (NOTE: Primary focus will be Marriott.com (80%), then Global Sites (Specifically espanol.marriott.com and marriott.br) (20%).)
· Ensure that web sites, content, collateral, tactics, etc., within a region comply with Marriott’s Internet Brand Standards and Policies. Monitor for off-strategy web tactics and programs, and take appropriate action either directly or in collaboration with area, regional, and/or corporate leadership.
· Verify that all hotels within a region are fully activating and optimizing their presence on approved internet channels
3. eChannels
· Audit and verify that hotels are participating in approved echannels in that region or market.
· Guide and collaborate with field eCommerce Managers and Revenue Leaders to audit eChannel performance (e.g., the appropriate M.com : eChannel mix for that market and hotel type) and advise on optimizing their mix.
· Ensure that new in-market electronic/eChannel distribution opportunities are coordinated between the Cluster-level managers (or ADSMs/CDSMs) and the Corporate Global eChannel Leads for that region.
· NOTE: This position is not responsible for developing new echannel partners, or the identification of relevant emerging 3rd party internet channels. This is the responsibility of the region-level Global eChannel Leads in Corporate HQ.
4. Collaborate with VPBME, VPMEs, and field eCommerce managers teams on effectively employing eMarketing strategies and tactics to drive revenue, including:
· Understand source market profiles for the region, and work with Area/Cluster, Regional, and Corporate eCommerce teams on strategies, tools, and techniques for effectively targeting, including search engine optimization and paid search
· Partner closely with VPBME, VPME and their teams to collaboratively define/execute/pull through online Brand Marketing strategies and plans within and across regions.
· Support and advise Field eCommerce Managers on tactics for marketing/merchandising their hotels effectively on approved eChannels
· Ensure that online marketing strategies and tactics (e.g., SEO, PPC, online advertising, etc.) are coordinated between the cluster eCom managers, the Corporate eMarketing team, and the VPME .
· Ensure clusters/hotels are leveraging B2B e-tools to grow online bookings for Group and Corporate business
· Engage with local eMarketing agencies, as appropriate
5. eCommerce Communication, Training, and Education:
· Lead efforts at the region level to train and educate field, cluster, and/or hotel-level managers to equip them to fulfill their e” responsibilities (even if it is only part of their job). Work to ensure that field eCommerce managers are competent and qualified to lead eCommerce training in their clusters.
· With the Corporate GES team, co-develop and lead eCommerce Training I, II, etc., (e.g., atGlobalSalesUniversity). Present and lead eCommerce educational sessions at GM conferences, executive forums, Sales & Marketing conferences, regional workshops, etc.
· Where appropriate, and in consultation with the Sr Director-GES, develop additional tools, procedures, training modules, and communications to ensure effective e-activation throughout the region.
· Serve as the primary regional spokesperson, and presenter for Marriott’s Global eCommerce Strategy and 3 Year Plan at regional conferences, breakouts, conference calls, staff meetings, etc. Pursue opportunities to elevate eCommerce’s visibility and priority among executive decision-makers. Cultivate relationships and communicate with ADSMs, AVPs, RVPs, VPBMEs, GMs, owners, franchisees, etc., to raise their awareness, understanding, and motivation to e-activate their hotels.
· Lead regularly-scheduled regional eCommerce Conference Calls/web calls with cluster and franchise ecommerce associates to review performance (e.g., using the eCommerce Dashboard), share best practices, communicate new launches and developments, and troubleshoot issues. Ensure follow-up on open items.
· Develop and lead other regional eCommerce communications, as appropriate
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
Experience
· 7 years managerial experience, at least 2 managing others
· Strong track record of leadership
· Ability to manage the interests and demands of multiple stakeholders
· Ideal candidate will have hotel property experience, hotel field marketing experience, or related.
· Ideal candidate will have at least 4 years of eCommerce experience
· International working experience strongly preferred
Skills
· Self confidence, high energy, and enthusiasm
· Detail oriented, with strong and demonstrated track record of follow-through and delivery
· Exceptional teamwork
· Exceptional written and oral communications skills, particularly public presentations, and demonstrated ability to interface with and persuade senior leaders
· Willing and able to travel (40-60%)
· Experience working effectively across diverse international cultures
· Able to work independently and prioritize objectively and systematically
· Able to guide and direct efforts of associates and managers who are not direct reports
· Able to motivate others and ensure focus on measurable results
· Fluency in English required; proficiency in Spanish or Portuguese languages strongly preferred
· Strong analytical acumen and discipline; strong problem-solving skills; uses data to make decisions and justify priorities.
· Strong persuasion and influencing skills
· Champion for change and continuous improvement, and must be comfortable in this environment
Education
· University degree in eCommerce, marketing, hospitality management, or related field
· MBA or similar advanced degree preferred
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Job: eCommerce
Organization: Corporate