Job Description

 

As the Cardmember Experience & Satisfaction, Sr. Associate you will be a talented, customer-obsessed rising leader who will be responsible for portfolio servicing, retention and customer satisfaction..  You will partner closely with customer service teams to ensure representatives are well-trained and that contractual SLAs are met and handle all customer escalations.  You will identify opportunities for ongoing improvement of cardmember experiences based on voice of the cardmember gathered through NPS scores/comments, JD Power Rankings, customer research and cardmember complaints.  You will partner with other Marriott Cobrand team members, customer service leaders and agency partners to deliver on this book of work.

Required qualifications, capabilities, and skills:

Prior experience with customer service is ideal Past experience analyzing data, interpreting data, developing decks to tell a story about the data Bachelor’s Degree Strongly preferred 3-5 years of work experience required  Excellent communication skills (written and verbal) communication with prior experience 

Job responsibilities:

Possess a customer-obsessed mindset to ensure delivery of exceptional customer experiences Be an analytical marketer with solutions-orientation and creative problem solving Be results-oriented with attention to detail and bias towards action Have a focus on operational excellence Have excellent verbal/written communication and strong presentation skills Be collaborative with strong organizational and project management skills Analyze, interpret and communicate data as an input into ways to further elevate the cardmember’s experience