Senior Manager, Executive Resolution Canada

JOB SUMMARY

Adept at managing and communicating with senior level stakeholders
Experience triaging and managing escalated customer service issues
Strong analytical and problem-solving capabilities

CORE WORK ACTIVITIES

Personally leads and owns the end-to-end intake and resolution of executive level and high-profile customer concerns.
Achieve first-contact resolution within required resolution targets whenever possible.
Apply discretion empathy and sound judgment in emotionally charged or ambiguous situations.
Deliver highly personalized relationship-based advocacy that consistently exceeds expectations.
Anticipate customer needs beyond the immediate issue and proactively address them ensuring customers feel heard valued and confident in Marriotts care.
Create moments that transform challenging situations into loyalty-building experiences that customers remember
Communicate clearly confidently and professionally with high profile customers.
Draft and deliver communications aligned with executive tone and brand voice.
Proactively follow up after resolution to reinforce trust and ensure satisfaction.
Partner with Legal Corporate Communications PR Loyalty and Operations as needed.
Maintain composure and decisiveness in fast-moving high-pressure scenarios.
Recognize when to escalate versus when to act independently.
Surface recurring themes or risks observed through executive cases.
Contribute to the refinement of the Executive Resolution standard operating procedures and service level standards.
Research develop and share insights data and analytics impacting the area and customer experience.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Notification to Applicants: CEC Sarnia takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act 2005 the Accessibility for Manitobans Act and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting our online application or an interview please call or email and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

This posting is for an existing vacancy.