JOB SUMMARY The Director, HVMB US/CANADA Account Management, works with the Vice President, Homes & Villas by Marriott Bonvoy (HVMB) to maintain HVMB business relationships and grow partners post contract. The Director is responsible for building and managing relationships to create long-term value. The role sets the strategy and plan to execute on key KPIs: Revenue, Channel Share, Intent to Recommend (ITR) and Home Management Company (HMC) /Connectivity Provider (CP) Overall Satisfaction (NPS) and is responsible for planning, developing, implementing and evaluating the quality of the operations. The Director leads a team to manage US/CAN accounts with HVMB’s HMCs and CPs. CANDIDATE PROFILE Education and Experience Required • 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major. • Seven or more years’ experience in the hospitality industry, demonstrating progressive career growth and a pattern of exceptional performance. • Four or more years’ experience in the residential home rental sector. • Experience managing and defining transformational strategies for business units. • Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity. Preferred • Advanced degree (MBA, MSc, MA) CORE WORK ACTIVITIES Account Management • Work with the Vice President, Homes & Villas to cultivate business relationships, maximize financial performance and grow partners post contract. • Lead and guide the strategy for managing business relationships with HMCs to create long-term value directly and through leading an account team. • Develop and lead Connectivity Partner and Technical Onboarding strategy to meet organizational growth goals. • Manage relationships with key partners, once on-boarded to HVMB. • Manage and evaluate existing partnerships and identify opportunities for continued growth. • Lead all aspects of the account management process, including management of data, analytics, and performance of HMCs and Connectivity Partners. • Perform high level / directional technology troubleshooting with partners. • Where relevant, support partnerships and operating norms with hotel Continent teams. • Manage all aspects of the account partnership including HVMB’s standards and marketing goals. Build Continent Infrastructure • Lead and manage the strategy and processes for the US/CAN team to manage our growing portfolio. • Lead the ongoing communication and alignment with HVMB’s partners to directly impact top line performance of the business. Demonstrate and Apply Discipline Knowledge • Keep abreast of key demand/supply indicators, trends, and competitive information at a market level. • Attend trade shows, industry events and provide insights face-to-face based on business needs. Leading Discipline Team • Champions the brand’s service vision for product and service delivery. • Communicates a clear and consistent message regarding departmental goals to produce desired results. • Makes and executes the necessary decisions to keep department moving forward toward achievement of goals. Managing Profitability • Analyzes service issues and identifies trends. • Works with teams to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. • Reviews and audits expenses. Managing Revenue Goals • Monitors performance against budget. • Reviews reports and financial statements to determine operations’ performance against budget. • Coaches and supports team to manage expenses, wages and controllable expenses. • Compares budgeted wages to actual wages, coaching direct reports to address problem areas and hold team accountable for results. Ensuring and Providing Exceptional Customer Service • Demonstrates and communicates key drivers of customer satisfaction for the brand’s target customer. • Delivers customer service throughout the customer experience and encourages the same from other employees. • Reviews customer feedback with leadership team and ensures corrective action is taken. • Creates an atmosphere in all operations areas that meets or exceeds customer expectations. • Responds to and handles customer problems and complaints. • Stays available to solve operations problems and/or suggest alternatives to previous arrangements. • Interacts with customer to obtain feedback on product quality and service levels. • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. • Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans. • Emphasizes customer satisfaction during all departmental meetings and focuses on continuous improvement. • Ensures that employees understand expectations and parameters for operations duties. • Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve customer satisfaction results. 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.