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Senior Manager, Loyalty Operations, APEC
4 months ago
POSITION SUMMARY
The Senior Manager, Loyalty Operations, APEC is a key member of the Marriott Bonvoy Loyalty Operations team. The position will be based in Singapore with a primary reporting line to the Director of Loyalty Operations, APAC, and dotted reporting line to the Senior Director of Rooms Operations, APEC.
The scope of this role is centered on executing the Marriott Bonvoy loyalty program on property, as well as co-creation of scalable and sustainable processes to support on property loyalty initiatives in APEC. This role supports the strategic direction and growth of Marriott Bonvoy through documenting and communicating the program policies, terms and conditions and operational support in all channels. The role is a key contributor to the end-to-end remediation work, engaging with cross-discipline subject matter experts (SMEs), including regional Operations and Marketing teams to plan and execute Loyalty initiatives across all hotels in APEC.
The core accountabilities include:
Act as the loyalty program performance champion, liaison, and troubleshooter supporting Operations discipline leaders, Franchise leads, other disciplines, and network of hotel-based loyalty champions across all hotels in APEC. Drive key loyalty KPIs (New Member Enrollments, Elite Member Appreciation, Intent to Recommend, Mobile App Downloads and more) and support regional efforts, including initiatives that drive Marriott Bonvoy performance and desired loyalty culture. Support the property adoption and execution of Earn & Redeem program in APEC Primary support in executing new program initiatives Responsible for regional loyalty training and culture building efforts (creating curated material for different stakeholder groups, high profile openings, tracking progress). Work closely with Director Loyalty Marketing and support APEC’s regional loyalty team with member events and activations as required. Loyalty Program Performance and Member Experience Coordinates and supports deployment of work and new program and member experience initiatives across hotels in APEC, including Earn & Redeem programEXPECTED CONTRIBUTIONS
Assist and partner with the Area Directors of Operations and regional Rooms and F&B discipline leaders to enhance loyalty service delivery throughout all touch points, including training, process improvement, standards compliance, and system functionality. Identifies loyalty KPI related performance gaps at the property level and develops and implements appropriate programs and processes to improve performance in coordination with the region’s loyalty and operations teams. Includes loyalty mindset components in all loyalty related communications and activities to support consistent global member experiences Ongoing training reinforcement to ensure Marriott Bonvoy engagement in all hotel departments. Regular connection points with Marriott Bonvoy Connectors in APEC to ensure engagement, share best practices, encourage goal performance, and drive member satisfaction. Ensure hotels take full advantage of technology resources and new initiatives that support the program Support APEC’s loyalty & partnerships team to deliver on key member events and activations. Manages the flow of questions related to the loyalty program on-property Additional Responsibilities Ensure relevant and accurate resources, inclusive of regional nuances Responsible for coordinating with relevant teams on data, reporting, and analytics as it relates to Enrollments, Elite Appreciation, and Earn & Redeem transactions Informs, updates, and provides information to supervisors, co-workers, and other stakeholders in the region Discuss best practices, joined decision making and effective methods to engage hotels Attends and participates in all relevant meetings Establishes and maintains documentation for all assigned projects and initiatives. Approximately 50% travel required in a normal operating environment. Perform other reasonable duties as assignedCANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
REQUIRED:
Experience in Loyalty or Rooms Division of luxury and/or Full-Service hotels; cross-brand experience is an advantage. Strong understanding of loyalty programs and Elite Member experience, including how to drive hotel level program performance. Excellent command of written and spoken English, Japanese is an advantage. Proven track record of managing projects in a highly matrixed and relationship-based organization. Experience with deployment of creative, sustained efforts to build a strong loyalty culture. Experience working on projects that relates to operations or guest experiences. Ability to manage multiple stakeholders with varying degrees of understanding and buy-in. Ability to provide problem-solving and leverage resources to optimize department capabilities. Ability to manage a balance between creative innovation and operational feasibility. Possess robust project management skills, project management certification a plus. Ability to manage personal capacity and appropriate distance from day to day/tactical operations; must maintain oversight of strategy, vision, innovation, and creative momentum. Possess strong oral and written communication skills; excellent interpersonal skills; able to collaborate Strong analytical skills to ground decision-making and problem-solving. Possess confidence and ability to present to large and management-level audiences.Education and Professional Certification
University Degree required, with experience in hotel operations and/or hotel technology/loyalty strategy. Minimum 5-years’ experience in a similar roleMarriott 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.
