📌 Core Information
🔹 Job Title: Digital Marketing Manager
🔹 Company: Marriott International
🔹 Location: Nha Trang, Khánh Hòa, Vietnam
🔹 Job Type: Full time
🔹 Category: Hospitality
🔹 Date Posted: May 18, 2025
🔹 Experience Level: 0-2 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Managing and developing the eCommerce Support team
- Ensuring exceptional customer service and support
- Analyzing and implementing strategies to improve operational performance
- Supporting profitability and revenue goals through effective team management and process improvement
ASSUMPTION: This role requires a balance of leadership, analytical, and customer service skills. The ideal candidate will have experience in team management, customer service, and process improvement within the hospitality or related industry.
📋 Key Responsibilities
✅ Manage and oversee a team of 14 Marriott.com Content Management Specialists and 10 Marriott.com Visual Quality Assurance Analysts
✅ Provide technical expertise and support to the team and other departments
✅ Ensure compliance with policies, standards, and procedures, and maintain high service levels
✅ Coordinate hiring efforts, including recruitment, hiring, and associate support within the Customer Care & Channel Support department
✅ Monitor service levels, support initiatives, and achieve department goals established for all Marriott Brands by all channels
✅ Prepare reports on trends and communicate them to appropriate personnel, corporate headquarters, and other service centers
✅ Provide support for escalated support needs via telephone and email, ensuring proper resolution
ASSUMPTION: This role involves a mix of strategic planning, team management, and hands-on support. The ideal candidate will be comfortable with both high-level analysis and day-to-day operational tasks.
🎯 Required Qualifications
Education: High school diploma or GED; 2 years experience in the customer service, call center operations, or related professional area. OR 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, Hospitality, or related major; no work experience required.
Experience: 2 years of experience in customer service, call center operations, or a related professional area.
Required Skills:
- Proven team management and leadership skills
- Strong communication and interpersonal skills
- Excellent analytical and problem-solving skills
- Familiarity with customer service and support processes
- Ability to work in a fast-paced, dynamic environment
Preferred Skills:
- Experience with eCommerce platforms and tools
- Fluency in multiple languages
- Knowledge of the hospitality industry
ASSUMPTION: While not explicitly stated, proficiency in English is likely required for this role due to the global nature of Marriott International.
💰 Compensation & Benefits
Salary Range: Salary information is not provided. Based on industry standards for a Digital Marketing Manager in the hospitality industry in Vietnam, the estimated salary range is VND 15,000,000 - 25,000,000 per month.
Benefits:
- Health insurance
- Retirement plans
- Employee discounts on Marriott hotels and services
- Opportunities for career growth and development
Working Hours: Full-time position, typically working 40 hours per week. May include evenings, weekends, and holidays as needed.
ASSUMPTION: The salary range provided is an estimate based on industry standards and may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Hospitality
Company Size: 10,001+ employees
Founded: 1927
Company Description:
- Marriott International, Inc. is a leading global hospitality company with a portfolio of over 9,000 properties across 30 leading brands in 141 countries and territories.
- Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.
- Marriott International is committed to being an equal opportunity employer, welcoming all and providing access to opportunity.
Company Specialties:
- Hospitality
- Lodging
- Business Travel
- Travel
- Hotels
- CSR
- Sustainability
- and DEI
Company Website: http://www.marriott.com
ASSUMPTION: Marriott International's extensive global presence and diverse portfolio of brands offer unique opportunities for career growth and development.
📊 Role Analysis
Career Level: Mid-level management
Reporting Structure: This role reports directly to the Director of Customer Care & Channel Support.
Work Arrangement: On-site, full-time position with the possibility of occasional remote work for specific tasks.
Growth Opportunities:
- Progression to a senior management role within the Customer Care & Channel Support department
- Transition to a similar role within another department or brand within Marriott International
- Development of leadership and management skills through training and mentorship programs
ASSUMPTION: Given Marriott International's size and global presence, there are numerous opportunities for career growth and development within the company.
🌍 Location & Work Environment
Office Type: Corporate office environment
Office Location(s): 10400 Fernwood Road, Bethesda, MD 20817, US
Geographic Context:
- Nha Trang is a coastal city in southern Vietnam, known for its beaches and resort towns
- The Khanh Hoa province, where Nha Trang is located, is a popular tourist destination
- Vietnam has a tropical monsoon climate, with hot and humid weather year-round
Work Schedule: Full-time position, typically working 40 hours per week. May include evenings, weekends, and holidays as needed.
ASSUMPTION: The work environment at Marriott International's corporate office is likely professional and dynamic, with a diverse and multicultural team.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or virtual interview with the hiring manager
- Final interview with the Director of Customer Care & Channel Support
Key Assessment Areas:
- Team management and leadership skills
- Communication and interpersonal skills
- Analytical and problem-solving skills
- Customer service experience and skills
- Familiarity with eCommerce platforms and tools
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare for behavioral interview questions that focus on your team management, problem-solving, and customer service experiences
- Research Marriott International's company culture and values to demonstrate your fit with the organization
ATS Keywords: Customer Service, Team Management, Project Coordination, Communication, Technical Expertise, Performance Evaluation, Problem Solving, Staff Development, Operational Performance, Budget Management, Policy Development, Recruitment, Engagement, Service Excellence, Analytical Skills, Trend Analysis
ASSUMPTION: Marriott International's application process is likely competitive, and candidates should be prepared to demonstrate their qualifications and fit with the organization's culture and values.
🛠️ Tools & Technologies
- eCommerce platforms (e.g., Marriott.com)
- Customer relationship management (CRM) software
- Project management tools (e.g., Microsoft Project, Asana)
- Analytical tools (e.g., Microsoft Excel, Google Analytics)
ASSUMPTION: The specific tools and technologies used in this role may vary depending on the department and team's needs.
👔 Cultural Fit Considerations
Company Values:
- Put People First
- Act with Integrity
- Embrace Change
- Pursue Excellence
- Sustain Our Success
Work Style:
- Collaborative and team-oriented
- Adaptable and flexible
- Results-driven and focused on continuous improvement
Self-Assessment Questions:
- How do you demonstrate Marriott International's core values in your daily work?
- Can you provide an example of a time when you had to adapt to a significant change in your work environment, and how did you handle it?
- How do you approach setting and achieving departmental goals, and how do you ensure your team remains focused and motivated?
ASSUMPTION: Marriott International values diversity and inclusion, and candidates from all backgrounds are encouraged to apply.
⚠️ Potential Challenges
- Managing a large team with diverse skills and backgrounds
- Balancing strategic planning and day-to-day operational tasks
- Working in a fast-paced, dynamic environment with frequent changes and updates
- Adapting to a corporate culture that may be different from smaller or startup organizations
ASSUMPTION: These challenges can be overcome with strong leadership, communication, and adaptability skills.
📈 Similar Roles Comparison
- This role is similar to a Customer Service Manager or Call Center Manager, but with a focus on eCommerce support and analysis
- In the hospitality industry, this role may have different priorities and challenges compared to similar roles in other industries
- Career progression in this role may involve transitioning to a senior management role within the Customer Care & Channel Support department or moving to a similar role within another department or brand within Marriott International
ASSUMPTION: Candidates should research similar roles within the hospitality industry and Marriott International to better understand the unique aspects of this position.
📝 Sample Projects
- Developing and implementing a new process for escalated support needs
- Analyzing customer feedback and trends to identify areas for improvement in eCommerce support
- Managing a team project to improve the efficiency of content management on Marriott.com
ASSUMPTION: These sample projects are intended to illustrate the types of tasks and initiatives that may be undertaken in this role, but the specific projects may vary depending on the department's and team's needs.
❓ Key Questions to Ask During Interview
- Can you describe the team I will be managing, and what are their current priorities and challenges?
- How does this role fit into the overall structure of the Customer Care & Channel Support department, and what are the key relationships with other departments and teams?
- What are the most pressing challenges facing the eCommerce Support team, and how can I contribute to addressing them?
- How does Marriott International support the professional development and growth of its employees in this role?
- What are the key performance indicators (KPIs) for this role, and how are they tracked and measured?
ASSUMPTION: These questions are intended to help candidates better understand the role, the team, and the organization, and to demonstrate their interest and engagement in the position.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare for behavioral interview questions that focus on your team management, problem-solving, and customer service experiences
- Research Marriott International's company culture and values to demonstrate your fit with the organization
- Follow up with the hiring manager one week after your final interview to express your continued interest in the position
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
