Senior Manager, Executive Resolution

starwood customer contact centre (ap) pte. ltd.; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

Marriott International in Singapore seeks a senior customer-relations professional to own the end-to-end intake and resolution of executive-level and high-profile customer concerns. You will deliver highly personalized advocacy while maintaining composure under pressure and ensuring rapid, high-quality outcomes.

The role emphasizes advanced stakeholder management, triaging escalated issues, and delivering communications in a tone aligned with executive expectations. Equal opportunity employer.

Qualifications

• 4-year bachelor’s degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; AND three years of experience in customer service, contact center, service recovery environment, or related professional area; OR high school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area

Responsibilities

• Lead and own the end-to-end intake and resolution of executive level and high-profile customer concerns
• Achieve first-contact resolution within required resolution targets, whenever possible
• Apply discretion, empathy, and sound judgment in emotionally charged or ambiguous situations
• Deliver highly personalized, relationship-based advocacy that consistently exceeds expectations
• Anticipate customer needs beyond the immediate issue and proactively address them
• Communicate clearly, confidently, and professionally with high profile customers
• Draft and deliver communications aligned with executive tone and brand voice
• Proactively follow up after resolution to reinforce trust and ensure satisfaction
• Partner with Legal, Corporate Communications, Public Relation, Loyalty, and Operations as needed
• Surface recurring themes or risks observed through executive cases and contribute to refinement of standard operating procedures

Skills

Stakeholder management

Escalation handling

Analytical thinking

Communication skills

Education

Bachelor’s degree in Business Administration / Marketing / Hospitality Management

High school diploma or GED

Job description

Job description

About the role

This role personally leads and owns the end-to-end intake and resolution of executive level and high-profile customer concerns. The position requires delivering highly personalized, relationship-based advocacy that consistently exceeds expectations, while maintaining composure and decisiveness in fast-moving, high-pressure scenarios.

Key responsibilities

• Lead and own the end-to-end intake and resolution of executive level and high-profile customer concerns
• Achieve first-contact resolution within required resolution targets, whenever possible
• Apply discretion, empathy, and sound judgment in emotionally charged or ambiguous situations
• Deliver highly personalized, relationship-based advocacy that consistently exceeds expectations
• Anticipate customer needs beyond the immediate issue and proactively address them
• Communicate clearly, confidently, and professionally with high profile customers
• Draft and deliver communications aligned with executive tone and brand voice
• Proactively follow up after resolution to reinforce trust and ensure satisfaction
• Partner with Legal, Corporate Communications, Public Relation, Loyalty, and Operations as needed
• Surface recurring themes or risks observed through executive cases and contribute to refinement of standard operating procedures

About you

• 4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; AND three years of experience in customer service, contact center, service recovery environment, or related professional area; OR high school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area
• Adept at managing and communicating with senior level stakeholders
• Experience triaging and managing escalated customer service issues
• Strong analytical and problem-solving capabilities

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.