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Dir- Marketing & Operations

**Additional Information** Director of Marketing and Operations, The Ritz-Carlton Leadership Center

**Job Number** 24067431

**Job Category** Human Resources

**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

**Schedule** Full-Time

**Located Remotely?** Y

**Relocation?** N

**Position Type** Management


The Ritz-Carlton Leadership Center is a for-profit, external facing advisory organization that specializes in delivering organizational culture transformations, leadership development, and service culture development. The Director of Marketing and Operations for The Ritz-Carlton Leadership Center (TRCLC) will be the principal driver behind the Leadership Center’s global marketing efforts, its strategic online and social marketing, as well as its creative and breakthrough messaging for clients. This role will drive awareness, consideration and preference across the Fortune 500 landscape for the differentiated LC offerings. The Director will lead the creation of a unified marketing vision and strategy that addresses both short and long-term business needs across all customer touch points, including identification and enhancement of all physical and digital marketing efforts. The Director will drive marketing operational efficiency and effectiveness – partnering with cross-functional groups to instill best practices that enable us to operate as a cohesive, integrated team.

TRCLC needs holistic and creative marketing skills that fully express the power of The Ritz-Carlton experience. Distinctive capabilities and extensive experience in driving a customer-centric digital marketing culture is paramount to this role to ensure that strategies, processes, communications and measurements are designed to complement a premium sales and marketing approach. The Director of Marketing and Operations is responsible for creating a competitive advantage via world-class digital tools, quantitative data analysis and modeling, and deep actionable insights that inform the overall direct sales and marketing strategy. This role is ideally suited for a marketing leader with luxury experience, fluent in both creative and qualitative marketing landscape in an ever evolving digital marketing landscape.

This position has demonstrated experience that shows a connection between marketing programs and growth strategy, sales, innovation, and digital disruption. This leader can (1) model how to develop and analyzed big ideas, (2) execute ideas in demanding, complex situations, and (3) achieve strong results with illustrated significant financial success. This role is a fully remote position with travel as part of the position. This Leader reports to the Global Vice-President of The Leadership Center.


Responsibilities for the Director of Marketing and Operations will include the following, but is not limited to:

**Execute Data-Driven, Omni-Channel Marketing Campaigns to Drive Demand Gen**

• Increase volume of qualified inbound leads & subsequent conversion rates to drive impact on overall bottom line.

• Implement a unified, innovative marketing vision as the basis for developing strategic, integrated, strategic marketing plans to promote all offerings of TRCLC.

• Grow presence via building strong traditional marketing channels as well as through digital, social media, and e-commerce platforms.

• Lead customer acquisition marketing and ensure customer acquisition is converted at the highest rate possible, specifically across the F500 landscape.

• Implement strong organizational marketing capabilities around data, tracking, and analysis to deepen consumer engagement.

• Manage the annual marketing budget, making smart, effective, and efficient investments that deliver a highly attractive ROI.

• Create an innovative marketing agenda for TRCLC, ensuring leadership has full exposure to market data and customer insights to make appropriate decisions.

**Manage the RCLC Brand Voice through brand-aligned social media, thought leadership curation and website innovation and marketing.**

• Evolve the RCLC Brand Voice through strategic messaging (website, social media, client co-marketing opportunities) and thought leadership opportunities (podcasts, brand-aligned placements, and contributor opportunities)

• Craft ongoing, data-driven account and offering-based marketing campaigns including campaign brief production, activation, launch, and ROMI.

• Ensure optimal UX and SEO measures are in place and updated in real-time for maximum engagement across the RCLC website and relevant advertising outlets (LinkedIn, Google AdWords)

**Oversee Courses Service Line through Innovative Onsite & Virtual Programming**

• Manage Leadership Center Business Operations Manager to drive successful course programming, demand gen, revenue metrics and course experiences.

• Launch new programming outside of existing course experience through Webinars (mini modules), Onsite programs, new course content.

• Capture enrollments and additional revenue sourced through these new course offerings.

• Evolve the onsite and virtual course experience through elevated attendee customer journey mapping and course execution to drive improved engagement (improved survey scores) and opportunities for follow-on work (measurable revenue)

• Foster effective lead nurturing strategies to optimize chances for revenue opportunities and continue relationship building with a lead origination from course attendees.

• Develop account and offering-based demand gen efforts to drive industry-heavy targets (Healthcare, Finance, Real Estate) towards our course curriculum.

• Supports the development and execution of client-specific course program opportunities to capture additional revenue through strategic collaborations.

**Build an innovative operations model that allows the RCLC to maximize technology and internal processes to maximize business performance across disciplines.**

• Manage the overall hygiene and health of Salesforce spanning daily Compliance audits, data maintenance, updates and integrations required for optimal performance and output.

• Partner with Sales to ensure lead nurturing compliance, including lead response time, brand compliant messaging, and all relevant Salesforce updates to be executed.

• Together with the Business Operations Manager, oversee the production and own the delivery of monthly RCLC Business Reviews to VP, ensuring quality of data and accuracy of information always represented within

• Fuel the development of new ideas that will align with the innovation that is at the heart of The Ritz-Carlton

• Create and own all marketing assets including collateral, surveys, promotions, and communications.

• Ensure Marketing & Operations SOPs are strategically designed, actioned, and updated regularly against evolving business needs.

**Serve as a trusted advisor on the team, with demonstrated business acumen to help counsel and guide others on the team in order to drive success across the business for collaboration**

• Be an active gatekeeper of The Ritz-Carlton Leadership Center, ensuring each critical client segment is committed to the RCLC as its main choice for customer experience optimizations and organizational transformations by implementing impactful marketing programs.

• Coordinate all activities for conferences, speaking engagements for marketing, and any media engagements.

• Serve as a brand ambassador at all events, in-person and digitally, including industry conferences, RCLC Courses & programs, and any time while on property.

• Serve as a Speaker & Facilitator for Client engagements as needed but no more than 4x a quarter.

• Maintain current External Brand Standards for client reference, and ensure ongoing compliance across all channels (social media, website, email)

• Serve as the central brand voice champion across RLCC team to ensure all RCLC Ladies and Gentlemen are following brand standards (external client video call standards, brand voice standards, email communications + response time, lead follow-up professionalism)

• Update, refine and/or re-write brand standards (internally, externally and client-specific) as needed to ensure relevancy and alignment to current business conditions and needs.


**Required Experience**

+ Bachelor’s degree Required, MBA strongly preferred.

+ 10+ years total work experience including 5+ years’ experience in a marketing leadership role centered around growth and digital marketing including implementing strategies to accelerate growth via e-commerce, email, and social media.

**Preferred Experience**

• Ritz-Carlton Brand Experience

• Strong preference for extensive marketing experience across strategy consulting, professional services, luxury retail, retail, hospitality, and/or CPG

• Demonstrated experience in traditional B2B marketing as well as extensive experience across B2B online/digital marketing.

• Experience driving marketing programs including events, media, and customer marketing conferences. • Ability to successfully deliver on KPIs especially top-line and bottom-line business results; demonstrated ability to take high-level objectives and leverage data to draw out insights carried through to execution.

• Global experience creating and/or managing a successful digital business, including extensive e-commerce and social media expertise; broad experience in CRM, Salesforce, and/or similar platforms is required.

**PERSONAL COMPETENCIES (Knowledge, Skills, Abilities and Other Attributes)**

• Expert at CRM, Salesforce, Excel, PowerPoint, Google Analytics, SEO, social media initiatives, e-commerce, and the Adobe Creative Cloud suite

• Proven ability to leverage data, quantitative analysis and advanced analytics to deliver actionable insights, guide strategic decisions and directly drive business results.

• Exceptional communication skills including distinctive persuasive and presentation skills; ability to successfully communicate complex concepts, share insights, and make recommendations across a varied audience including C-Suite executives.

• Deep understanding of the objectives and success metrics across marketing, customer experience, organizational transformations, digital, operations, enterprise management and finance; ability to apply that knowledge to analysis and recommendations.

• Self-driven innovative strategic thinker who is resourceful and has the ability to look beyond existing business and technology limitations; ability to persuade, influence, and execute innovative methods and processes in a highly matrix driven organization.

• Proven competence in delivering in parallel across multiple projects and ability to prioritize resource allocation based on business needs and ROI; be decisive under pressure and under tight deadlines.

• Creative yet highly structured thinker that can generate ideas and execute them in a timely manner within tight budgetary constraints.

• General management expertise supported by (1) strong leadership, (2) organizational design and change management capabilities, and (3) global operational savvy all coupled with a customer-first marketing mindset.

**California Applicants Only:** The salary range for this position is $110,550.00 to $245,238.00 annually.

**Colorado Applicants Only:** The salary range for this position is $110,550.00 to $222,943.00 annually.

**Hawaii Applicants Only:** The salary range for this position is $133,766.00 to $245,238.00 annually.

**New York Applicants Only:** The salary range for this position is $110,550.00 to $245,238.00 annually.

**Washington Applicants Only:** The salary range for this position is $110,550.00 to $245,238.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations 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, educational assistance, 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.

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.

The application deadline for this position is 35 days after the date of this posting, 4/18/2024.

_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._

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. **Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​ team, and **become** the best version of you.

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