Director, Loyalty Operations

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**JOB SUMMARY
The Director of Loyalty Programs & Operations, APEC is a key member of the continent Loyalty & Partnerships team. This role has responsibility for Loyalty Program Management, Member Experience and Loyalty Operations. This position will be the conduit into the continent for the Global loyalty program and operations teams, while also leading the execution of loyalty priorities as the champion in the market to strongly enhance the guest experience, create Guest Loyalty and drive guestVoice including Elite Appreciation and Intent to Recommend.

Reporting to Vice President, GSO, Loyalty Partnerships, APEC & Continent Room Division, this role will work in close collaboration with the corporate office and leadership team within APEC on two key objectives:

- To plan and execute the continent’s loyalty program and member experience in a manner that is locally relevant and aligned with global strategy
- Work closely with CLS - Operations to ensure continued execution of loyalty program management with both property leadership and above property teams

Success in this role requires strong organizational skills, strategic thinking, and the ability to manage multiple priorities at the same time. This position will work closely with other departments within Marriott’s Corporate Headquarters as well as the continent office.

**Overarching goals include**
- Engagement: Ensure engagement with Marriott Bonvoy across all above property and on-property associates through continent and associate training
- Innovation: Drive new product development to enrich Marriott Bonvoy program and brands
- Operations: Support day-to-day operations of the loyalty program in collaboration with Global stakeholders and continent operations. Acts as a point of contact for stakeholders seeking design-specific product or service support relating to general Guest Experience & Operations as it relates to loyalty
- Localization: Support localization of Marriott Bonvoy through innovation, breakthrough strategy & activation
- Acquisition/Activation/Retention: Expand the penetration of MI’s loyalty program in the market through combined efforts of on property and above property channels

**CANDIDATE PROFILE**

**Education and Experience**
- 4-year degree from an accredited university in Business Administration, Marketing, or related major
- Minimum 5 years of relevant professional experience in program management, demonstrating progressive career growth and pattern of exceptional performance
- Division-head experience in the Rooms Division of luxury and/or Full-Service hotels preferred.
- Experience working on projects for mobile guest services or technology-related platforms (eg. Guestware, StarGuest, Mystic) that relates to operations or guest experiences preferred

**Key experience includes**
- Working with multi-disciplinary teams to achieve a common goal.
- Strong ability to manage through influence rather than direct reporting relationships
- Project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions
- Must have excellent relationship development and management skills with both internal and external business partners; ability to say no with defensible business rationale
- Proven ability to interact and influence all levels of the organization through persuasive communication and analysis
- Analytical mindset and familiarity with financial principles
- Experience managing and delivering multiple projects simultaneously

**CORE WORK ACTIVITIES**

**Loyalty Program Management**
- Accountable for program fundamentals for the continent (e.g., economics)
- Educate properties and continent-wide leaders/stakeholders on the program fundamentals
- Serves as a Loyalty program champion to all continent stakeholders
- Drive hotel performance on key loyalty metrics; address trends as needed
- Ensure program standards compliance
- Provide Owner/Franchisee support - from curation of loyalty program story, to stakeholder education, to issue resolution.
- Partner with Operations and CLS to ensure delivery of member preferences on-property
- Drive loyalty localization based on consumer research
- Support the evolution and impact of the F&B, kids and spa loyalty experiences
- Act as in-continent lead and point of deployment contact of new loyalty initiatives
- Support and lead continent specific loyalty programming
- Work with analytics team, develop and manage reporting to track initiatives that support organizational goals

**Member Experience**
- Educate continent stakeholders and properties in partnership with Operations on the loyalty mindset to ensure on-property member experiences are maximized
- Ide