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flex Client Services Coordinator
flex Client Services CoordinatorMarriott • Bethesda, MD, US
flex Client Services Coordinator

flex Client Services Coordinator

Marriott • Bethesda, MD, US
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Job Coordinator For Client Services

This position supports the Client Services team that executes digital programs within the corporate-based Field Marketing team, with a primary focus on the Marriott Digital Services (MDS) program. The Client Services Coordinator will support complex digital programs comprised of custom digital activation for hotels. The team's goal is to deliver digital programs, facilitate client engagement and education, and use digital data to inform hotel level initiatives to drive direct bookings and increase online awareness across a wide spectrum of services.

The Client Services Coordinator provides support to a team of Digital Consultants. This individual coordinates, implements, and tracks activities across multiple work streams and multiple hotels to ensure strategies and tactics are implemented according to the hotel's digital business plan. The Client Services team that this individual would support is responsible for ensuring the successful execution of program activities and deliverables in a timely manner, within budget and delivering comprehensive reporting against defined metrics. This support may include helping with website audits, submitting website updates, assisting with copywriting, researching questions, and answering client questions via email on behalf of Digital Consultants.

MDS provides hotels with digital services, and functions as an agency-like model within the Digital Services organization. Field Marketing US / Canada provides Marketing to hotels in the US and Canada through various services, campaigns, and activations.

Candidate Profile

Education and Experience

  • 1+ year experience in an online agency, client services, or marketing position is required or equivalent experience
  • 1+ year experience in contributing to project teams and implementing digital strategies or equivalent experience
  • BS / BA degree in marketing or related field or equivalent certification from higher education

Core Work Activities

Managing Work, Projects, and Policies

Supports hotels and MDS Digital Consultants across the highest program tiers of $22,500. This includes :

  • Ensuring effective client communication
  • Attending client calls throughout the program period
  • Collects information from hotels regarding needs and expectations, answers questions about the program, digital channels and Marriott initiatives.
  • Ensures appropriate documentation is delivered throughout program engagement.
  • Communicates with clients about updates, initiatives, and tactical execution of the program
  • Manages program deliverables within expected timelines
  • Coordinates with operations team, paid media teams and vendors to guarantee all program deliverables are executed on time.
  • Reviews client deliverables to ensure that they are on strategy and meet quality expectations.
  • Supports the execution of customized digital business plans and presents to hotel stakeholders
  • Engages in frequent, active engagement with MDS teams to ensure alignment, pull-through, and two-way communication about the status, performance, opportunities, and issues related to digital programs and initiatives.
  • Analyzes results and reports on progress
  • Monitors program results and business goals on a monthly basis, exercising critical and analytical thinking of results.
  • Assists in monthly reports to illustrate the impact of digital marketing initiatives and program tactics across various online verticals.
  • Attends monthly meetings with clients to communicate program results; provides insights and answers questions about hotel deliverables
  • Proactively looks for opportunities and makes recommendations for additional services / tactics to enhance the program.
  • Answers hotel questions

    • Supporting Operations

  • Works with internal Operations team to guarantee program tactics are executed on-time and at a high-quality.
  • Provides feedback to continually improve work processes and systems that support program execution.
  • Assists in successfully onboarding and training new employees.
  • Actively participates and engages in internal and external special projects to broaden skill set.
  • Engages in frequent communication with Digital Services team through established platforms.
  • Establishes and maintains complete and up-to-date information on all properties status and performance.
  • Supports department-wide efforts to improve Digital Service culture and work environment.
  • Actively seeks out opportunities to learn more about the digital industry.

    • Additional Responsibilities

  • Attends and participates in all relevant internal and external meetings.
  • Informs, updates, and provides information to managers and co-workers in a timely manner.
  • Presents ideas, expectations and information in a concise, organized manner.
  • Uses problem solving methodology for decision making and follow up.
  • Maintains positive working relations with internal customers and department managers.
  • Manages time effectively and conducts activities in an organized manner.
  • Performs other reasonable duties as assigned by manager.

    • Management Competencies

  • Leadership
  • 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.
  • Managing Execution
  • 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.
  • Building Relationships
  • 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.
  • Generating Talent and Organizational Capability
  • Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
  • Learning and Applying Professional Expertise
  • 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.
  • Attention to detail, high energy.
  • Project Management skills with the ability to manage multiple projects simultaneously.
  • Strong Client Services approach.
  • Effective presentation skills.
  • Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.
  • Proficient in Microsoft Office (excel, word, powerpoint)
  • Demonstrates self-confidence, energy and enthusiasm.
  • Effective written and oral communications skills, including presentations.
  • Basic Competencies
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Adds
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