Manager, Customer Listening Center & Social Listening

JOB SUMMARY

The Manager, Customer Listening Center plays a critical role in translating customer signals into actionable insights that inform enterprise decision-making and elevate the customer experience. The Customer Listening Center (CLC) product brings together all forms of customer feedback - from surveys and social media to phone calls and chats - into a unified platform that drives prioritization and strategy of global customer pain points and insights.

 

This role leads social listening strategy and synthesis across platforms, integrating social, Voice of Customer (VOC), and emerging customer signals into broader customer experience intelligence along with supporting the broader mission of the CLC. This position supports the operationalization, interpretation, and socialization of insights surfaced through the CLC. The  Manager ensures social, VOC, and real-time customer sentiment is accurately represented, contextualized, and activated across the organization—while enabling stakeholders to effectively consume and apply insights in their decision-making.

 

The role works cross-functionally with Enterprise Data Analytics & AI, Digital, Loyalty, Operations, and corporate partners to identify emerging themes, risks, and opportunities. This leader provides expertise in social and VOC analytics, narrative development, and insight storytelling, helping bridge data to action.

 

This position requires strong analytical judgment, stakeholder management, and communication skills, along with the ability to synthesize complex data into clear implications and recommendations. The Senior Manager will manage agency resources, contribute hands-on analysis, and continuously evolve social listening practices to support enterprise CX priorities.

 

 

CANDIDATE PROFILE

 

Education and Experience:

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

OR

• 4+ years of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
• Experience with storytelling and working with social media.
• Demonstrated ability to balance the interests and demands of multiple stakeholders.
• Demonstrated ability to simply map out complex process flow and procedures.

 

CORE WORK ACTIVITIES

• Produce synthesized insights, implications and related strategic recommendations using social media data that drive customer-centric strategy and initiative development.
• Lead and support daily M Live social media reporting and analytics, striving to quickly identify new/emerging themes in social media and distribute to the organization.
• Support operations of the command center’s M Live platform, and real-time technology dashboards.
• Partner with in-Continent M-Live leaders and Social Platforms support teams to improve data integration and workflow efficiencies across the social media teams.
• Proactively identify ways to incorporate social media analyses with other consumer research, data analysis, and other insight-gathering activities to minimize investment and maximize value to MI.
• Effectively coordinate with extended Global Insights, Strategy, and Analytics team members, and, when needed, external vendors/suppliers to ensure social media insights are delivered in a timely, high quality, and cost-effective manner.
• Effectively manages multiple internal clients and projects simultaneously.

 

Delivering on the Needs of Key Stakeholders

• Understands and meets the needs of key stakeholders.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
• Collaborates with internal partners and stakeholders to support business/initiative strategies.
• Synthesizes findings from social media sources; creates meaningful insights and clear implications for action.
• Communicates concepts in a clear and persuasive manner that is easy to understand.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Demonstrates an understanding of business priorities.

 

Maintaining Goals

• Submits reports in a timely manner, ensuring delivery deadlines are met.
• Promotes the documenting of project progress accurately.
• Provides input and assistance to other teams regarding projects.

 

Managing Work, Projects, and Policies

• Manages and implements work and projects as assigned.
• Generates and provides accurate and timely results in the form of daily reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Provides timely, accurate, and detailed status reports as requested.
• Builds strong relationships with stakeholders, team members, and vendor partners.

 

Demonstrating and Applying Discipline Knowledge

• Provides technical expertise and support to persons inside and outside of the department.
• Demonstrates knowledge of job-relevant issues, products, systems, and processes.
• Demonstrates knowledge of function-specific procedures.
• Keeps up-to-date technically and applies new knowledge to job.
• Uses computers and computer systems (including hardware and software) to enter data and/ or process information.

 

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
• Demonstrates self-confidence, energy and enthusiasm.
• Informs and/or updates leaders on relevant information in a timely manner.
• Manages time effectively and conducts activities in an organized manner.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Performs other reasonable duties as assigned by manager.

 

 

As written, these are not experiences.  If a required one, please use “experience with” or “demonstrated ability” so a candidate can speak to their past performance in these 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. 

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance. 
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.