Digital Consultant – US Canada

Job description

JOB SUMMARY

 

This position is responsible for strategically building and executing comprehensive digital programs for up to 25 hotels within the corporate-based Digital Service team.  The Digital Consultant will support complex digital programs comprised of the Digital Management program level of $22,500 per hotel, in which the goal is to provide custom digital activation, client engagement and education, optimization and reporting to drive direct bookings and increase online awareness across a wide spectrum of services.

 

The Digital Consultant serves as the primary point of contact as the digital subject matter expert (SME) to hotels. This individual strategizes, plans, directs and coordinates activities across multiple digital work streams to ensure strategies and tactics are implemented according to the digital business plan to meet hotel objectives.  The Digital Consultant is responsible for ensuring the successful execution of program activities and deliverables in a timely matter, within budget and delivers comprehensive reporting against defined metrics.

 

Marriott Digital Services (MDS) is an in-house digital services team. MDS provides hotels with digital services, and functions as an agency-like model within the Digital Services organization.

 

CANDIDATE PROFILE 

 

Education and Experience 

·  5+ years experience in an online agency or client services position is required or equivalent experience
·  3+ years experience in leading 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 

Delivers against all aspects of the Digital Service’s program offering to approximately 25 hotels across the highest program tiers of $25k. This includes:

 

Ensures effective client communication

·  Schedules and leads all 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.
·  Monitors the impact of the program versus goals and proactively communicates with clients about need for changes in strategic direction.

 

Manages program deliverables within expected timelines

·  Coordinates with operations team to guarantee all program deliverables are executed on time.
·  Reviews all client deliverables to ensure that they are on strategy and meet quality expectations.
·  Establishes digital key performance indicators (KPIs), and adjusts program strategy and tactics based on client needs. 
·  Develops customized digital business plans and presents to hotel stakeholders  
·  Makes strategic recommendations for additional services/tactics to enhance the program to meet property goals.
·  Engages in frequent, active engagement with corporate Digital team(s) and Field marketing teams to ensure alignment, pull-through, and two-way communication about the status, performance, opportunities, and issues related to digital programs and initiatives.
·  Identifies and deploys resources required to execute program tactics and coordinates with project teams to resolve or escalate performance issues.

 

Analyzes results and reports on progress

·  Monitors program results and business goals on a monthly basis, exercising critical and analytical thinking of results.
·  Presents monthly reports to illustrate the impact of digital marketing initiatives and program tactics across various online verticals.
·  Schedules and leads monthly meetings with clients to communicate program results; provides insights and answers questions about hotel performance in the respective digital channels.
·  Proactively looks for opportunities and makes recommendations for additional services/tactics to enhance the program.
·  Answers hotel/owner questions  

 

 

Maintains client satisfaction and retention

·  Meets goals as defined by client satisfaction survey and annual renewal targets.
·  Proactively identifies add-on service opportunities to promote additional hotel customization and program evolution.
·  Ensures consistency in service throughout the program agreement and when hotels are due for renewal, solicits reenrollment.

 

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.
·  Solicit feedback from properties to ensure program tactics meet their needs and demands.
·  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.
·  Contributes to Digital Services blog 
·  Attends training and conferences to increase subject matter expertise and deepen skills.
·  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.

o             Solid working knowledge of and experience in online marketing channels, including but not limited to SEO, paid media, retargeting, merchandising, email marketing, social media marketing and content marketing

o             Attention to detail, high energy.

o             Project Management skills with the ability to manage multiple projects simultaneously.

o             Strong Client Services approach.

o             Effective presentation skills.

o             Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.

o             Proficient in Microsoft Office (excel, word, powerpoint)

o             Demonstrates self-confidence, energy and enthusiasm.

o             Effective written and oral communications skills, including presentations.

•             Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 

o             Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o             Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

o             Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

o             Reading Comprehension – Understands written sentences and paragraphs in work related documents.

o             Writing - Communicates effectively in writing as appropriate for the needs of the audience.

 

The salary range for this position is $84,900 to $110,400 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.

Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD;  candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 28 days after the date of this posting, April 15, 2025.

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 is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.