Current jobs related to Mgr-eCommerce & Digital - Medan, North Sumatra - Marriott

Job Title: eCommerce Support Manager

Company: Marriott International

Location: JW Marriott Hotel, Medan, Indonesia

Schedule: Full-Time

Job Summary:

The eCommerce Support Manager is responsible for analyzing and implementing strategies to achieve business requirements. This role oversees the development, implementation, and maintenance of tools and analysis to improve operational performance. The successful candidate will undertake special projects and analyses as requested by senior management, while supporting an environment that promotes service excellence, associate engagement, and guest experience.

Key Responsibilities:

• Providing Exceptional Customer Service:
  • Supports customer associates
  • Coordinates hiring efforts, including recruitment, hiring, and associate support within Customer Care & Channel Support
  • Provides technical expertise and communicates information with other Centers/Business Units to ensure successful coordination of service methods
  • Considers the impact on the customer when taking action or setting policies
  • Modifies specific processes to improve customer satisfaction
  • Breaks down barriers within the department/property to provide superior customer service
• Managing the eCommerce Support Team:
  • Oversees eCommerce Support team of Content Management Specialists and Visual Quality Assurance Analysts
  • Manages tasks assignments for field support team
  • Supervises daily eCommerce Support operations and ensures compliance with all policies, standards, and procedures
  • Ensures regular, ongoing communication within the eCommerce Support department
  • Participates in project updates during weekly conference calls with the eCommerce team
  • Creates Personal Development Plans (PDP's) with team members to enhance their individual performance and job satisfaction
  • Manages personnel-related activities of the Content Management & Visual QA team
• Supporting Profitability and Revenue Goals:
  • Reviews staffing levels to ensure project deadlines, operational needs, and financial objectives are met
  • Monitors service levels and supports initiatives to achieve department goals established for all Marriott Brands by all channels
  • Prepares for anticipated changes due to trends in theory and practices in one's professional discipline
  • Examines trends in volume and adjusts department staffing and schedules as necessary to meet service level requirements
  • Ensures the department achieves budgeted goals and makes recommendations for changes and cost-saving opportunities
• Supporting Human Resources Activities:
  • Verifies incentive qualifiers eligibility and submits to Payroll each period
  • Promotes associate engagement by conducting regular stay interviews/rap sessions with associates
  • Supports the Management Development Readiness Program (MDRP)
  • Applies new developments to improve organizational performance or service
  • Develops department policies to support process changes and initiatives
• Additional Responsibilities:
  • Provides support for escalated support needs via telephone and email and ensures proper resolution of each
  • Manages the communication of trends via prepared reports to the appropriate personnel
  • Each associate is expected to carry out all reasonable requests by management

About Marriott International:

Marriott International is a global hospitality leader with a portfolio of brands that include Marriott Hotels, JW Marriott, and more. We are committed to providing exceptional service and creating memorable experiences for our guests. As a host with Marriott International, you will be part of a diverse and inclusive team that values innovation, teamwork, and customer satisfaction.

About JW Marriott:

JW Marriott is a luxury hotel brand that offers a unique work experience unlike any other. Our associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. We create opportunities for training, development, recognition, and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.