General Manager

JOB SUMMARY

The General Manager has responsibility and accountability for the overall performance of the contact center operation in Canada.  The General Manager uses the organizational priorities to set the vision for the center and translates the vision into operational initiatives. This role also develops strategies to ensure the customer experience is consistent with company strategy and values.  Works in close partnership with the Leadership Team of the center and provides leadership, direction and influence for the overall performance.  The role leads the development and implementation of customer contact center-wide strategies and ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations.  As General Manager, this position has responsibility for all aspects of the operation including:

•    Guest and associate satisfaction

•    Financial performance

•    Sales

•    Loyalty

•    Customer Care

•    Revenue generation

In addition, the General Manager builds relationships with key internal customers through personal involvement in the sales process.  Position serves as the principal interface with hotel properties and establishes relationship as a business partnership with the continent team.  Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
    
CANDIDATE PROFILE
    
Education and Experience Preferred

•    4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, or related major and 8+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance; 
OR

• years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.

•    Successful experience in leading and managing large scale initiatives and managing associated change 

•    Proven successful leadership in relationship management with other key stakeholders

•    Extensive knowledge of Marriott systems and operations 

•    Knowledge of contact center cost allocation and financial models 

•    Minimum five years of experience in contact center leadership role preferred
    
CORE WORK ACTIVITIES

Overseeing the Customer Engagement Center

•    This role leads the leadership team in the development and implementation of center-wide strategies.  

•    Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations

•    Responsible and accountable for Customer Engagement Center productivity and financial results of the site under their direction as well as revenue generated. 

•    This role will also manage the impact growth within the region by leading in the establishment of potential satellite offices.

•    Oversees the center related budget, expenses, and capital investment.

•    Ensures center adherence to policies, procedures and performance against KPIs

•    Sets the center culture and fosters a team environment that provides extraordinary customer service

•    Is visible within the community and maintains optics/perception of a center leader

Managing Responsibilities with Stakeholders

•    Develops and maintains effective relationships with both internal and external stakeholders across the organization.  Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.

•    Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback.  Engages leadership to develop and execute action plans to address gaps.

•    Coordinates with COEs and other center leaders to ensure consistency and alignment on strategic priorities

•    Assists direct reports with building and maintaining stakeholder relationships as business partnerships.  

Leading and Managing Teams

•    Hires, develops, and retains diverse talent that makes a strong, positive impact on the organization.  

•    Creates a team environment that encourages accountability, high standards, and innovation.

•    Sets clear organizational goals and expectations for direct reports using the performance review process and holds team accountable for performance.

•    Continuously improves team and job structures and ensures clear leadership accountabilities are in place.

•    Builds teams with the appropriate mix of talent and skills to drive innovation and performance. Identifies talents of direct reports, and assists with their growth and development plans. 

•    Facilitates regular, ongoing communication in department.
    

Preferred Candidates to reside close to Sarnia, but is able to be located anywhere in the southern part of the Ontario province (near Toronto, Ottawa, Hamilton, London metro areas). 

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 celebrated. Our 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.