JOB SUMMARY
The Assistant Manager, Business Systems is the regional lead for the marketing customer database, business systems and associated processes. This role requires the ability to work both independently and in teams, recognize opportunities and collaborate with business partners to both lead and support implementation of business processes utilizing existing organizational software. Possess strong business acumen, solid technical expertise to extrapolate data, knowledge in data and decision support systems. Comfortable working in a global matrix organization and fast-paced environment. Excellent interpersonal communication and skills across organizational levels in diverse cultures are critical. The position shall communicate with the directors and managers at the sites to ensure correct usage of systems and support them with reported data and/or system issues that need to be corrected.
CANDIDATE PROFILE
Preferred Education and Experience
- High school completion or equivalent
- Related work experience
Required Qualifications
- Proficiency in reading and writing English (additional language required for certain positions)
Willing To:
- Work in contact with the general public using strong communication and customer service skills
- Demonstrate openness to adapt to different cultural contexts based on location
- Must be willing to be flexible across shifts as required by business needs
JOB SPECIFIC TASKS
Marketing Database and Business Processes Management and Optimization
- Administers and reports on the universe of leads across the Asia Pacific region from all channels, including existing owners, referrals, partners, events, open market and online.
- Performs the role of Regional Administrator of OTM system (or equivalent) for the marketing department in the region in coordination with corporate office, and in that capacity.
- Leads implementation in the Asia Pacific Region of upgrades and/or changes to these systems and/or associated processes, as directed by Corporate, to ensure smooth implementation at each Site.
- In collaboration with Business Systems associates guides sites in the region to use systems correctly and implement necessary process changes.
- Assists in MOOD, Web Booking Tool and other Business Systems support for the region.
- Responsible for designing and implementing new reporting strategies for regional lead database operational issues and works in a cross functional environment to create streamlined efficient processes.
- Lead reviews of and improvements to existing business processes, optimize the utilization of existing resources to improve productivity and efficiency.
Data Analytics and Business Insights
- Responsible for data quality of OTM systems (or equivalent) and conducting regular data quality checks from multiple operating software systems.
- Coordinate with multiple departments in correcting data issues.
- Lead local OTM (or equivalent) expert team to work with call centers and site marketing teams (where applicable) to identify areas of improvement in terms of business process and reporting utilization; implement proposed improvement strategies.
- Responsible for designing reports for Data Analysis, identify trends and patterns, formulate insights and provide recommendations for action. Partner with business stakeholders to envision and deploy system solutions.
- Supports Regional leaders to maintain and develop changes for KPI metrics for AP Call Centres Business
System Management
- Maintain multiple projects from a data perspective.
- Lead testing of new reporting systems and create testing procedures to identify if new releases have any bugs or defects.
- Manage agenda and minutes for all Software/hardware/Reporting changes at the weekly/monthly review meetings with Call Centre Leaders.
- Oversee correct maintenance of marketing campaign codes by all sites.
Training Marketing-related Systems
- Train local experts to perform higher level operations in order to provide prompt reporting support to the local offices/sites.
- Responsible for maintaining up to date training materials for OTM (or equivalent) to train new users.
- Assist local experts to provide training to new users in native language.
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Policies and Procedures
- Ensure maximum integrity and data security in line with company policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Protect the privacy and security of guests and coworkers.
- Attend meetings as required by Supervisors.
Computer Skills
- Use computer systems and software packages to input, access, modify, store, or output information
- Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
Physical Tasks
- Enter and locate work-related information using computers and/or point of sale systems.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance.
Other:
- Perform all tasks in a timely manner ensuring all deadlines are met.
- Perform other reasonable duty or function that may be assigned by management.
- Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
- Maintain an attitude and commitment to provide excellent service to all customers and associates.
- Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
- Maintain computer systems knowledge (Microsoft Office and MVCI / MVW database systems).
- Maintain current computer systems knowledge as used by the company.
- Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.
COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS
Interpersonal Skills
- Diversity Relations
- Customer Service Orientation
- Team Work
- Interpersonal Skills
- Site Presence
Analytical Skills
- Learning
- Computer Skills
- Strong analytical skills
- Attention to details
Personal Attributes
- Ability to work unsupervised whilst delivering a high-quality service
- Integrity
- Positive Demeanor
- Initiative
- Ability to work in a fast-paced environment
- Dependability
- Stress Tolerance
- Adaptability/Flexibility
- Professional Demeanor
Communications
- Listening and Comprehension
- Telephone Etiquette Skills
- Communication – verbal, electronic
- English Language Proficiency (second language as required)
- Applied Reading
Technical Skills
- Working knowledge of Word, Excel and Outlook.
- Full understanding of the complete report writing process
- Extensive knowledge of required systems
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
