FLEX Director - Loyalty Member Experience Design
FLEX Director - Loyalty Member Experience Design
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Job Description
The FLEX Director Loyalty Member Experience Design will be responsible for development of strategic enhancements to the Marriott Bonvoy member experience design. This position will play a critical role in transforming the future of Marriott Bonvoy loyalty member benefits and elite qualification by integrating and synthesizing learnings from customer research data analytics market research hospitality industry knowledge and customer loyalty expertise to identify and execute opportunities to improve member experience engagement and customer lifetime value. The role must act as a champion driving change and bringing to life new enhancements that excite and engage members through orchestrating initiatives across many different disciplines (Loyalty CX Digital Technology Analytics Global Operations Marketing Brand Revenue Management CEC Continent teams Finance etc.). This role must leverage exceptional leadership strategic vision innovation analytics business acumen technical understanding and project management skills to organize influence and drive results that meet business objectives within aligned upon budgets and timelines while working across a variety of stakeholders in the organization.
CANDIDATE PROFILE
Education and Experience
Required
- 8 years experience in the hospitality industry preferably in loyalty demonstrating progressive career growth and a pattern of exceptional performance
- 4year degree from an accredited university in Business Administration Hospitality Management or related major; or equivalent experience
- Experience managing and defining and executing transformational strategies for business units
- Proven track record preparing PowerPoint presentations and written communications to senior executives to drive organizational alignment decision making and tracking
Preferred
- 3 years of professional experience in strategy or management consulting
- MBA with concentration in strategy & operations marketing or economics
- Expert understanding of hospitality space and the needs of different tiers of brands and segments of consumers.
- Project management skills including a demonstrated ability to lead multifunctional 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 and supporting analytics
- Proven ability to interact and influence all levels incl. executives of the organization through persuasive communication and analysis i.e. strong executive presence and creditability
- Superb strategy skills with ability to operate in ambiguity apply thought frameworks to define approaches synthesize data/information and develop well thought out proposals and recommendations to senior leadership
CORE WORK ACTIVITIES
DaytoDay Lead of Marriott Bonvoy Loyalty Transformation
- Interfaces with Global Technology Enterprise Architecture Revenue Management Global Operations teams to define requirements and provide business direction in the technology development process to ensure that loyalty requirements and priorities are captured
- Works closely with Global Technology Global Operations Revenue Management MGP/BTO and other disciplines (CX Digital Marketing Continents CEC etc.) to ensure that Loyalty business needs are effectively communicated and technical constraints are understood
- Develops presentations for various stakeholders including senior leadership to articulate concepts competitive insights consumer research insights analytical insights concept alternatives and proposed solutions
- Perform business analysis to evaluate loyalty product enhancements and potential new offerings taking into consideration the customer business and competitive landscape
- Develop business cases to influence stakeholders and leaders on the ROI benefits and value created by enhancements to the digital and member experience
- Manage multiple workstreams across domains and partner with discipline teams to drive execution of loyalty initiatives to meet delivery dates
- Drive accountability across disciplines to maximize member value while cultivating and improving loyalty value proposition
- Provide project management manage crossdiscipline implementation plans for the development and activation of product enhancements
- Define and articulate business requirements for technology teams and collaborative effectively to prioritize product enhancements
- Understand the technology ecosystem (e.g. Loyalty CRS PMS etc.) and implications associated with new products or enhancements
- Actively participate in technologyled sessions to convey and champion the business perspective
- Communicate and share proposed approaches with key organizational stakeholders and integrate feedback
- Prepare high quality deliverables that articulate a persuasive story and proactively address stakeholder perspectives
- Possess a high degree of intellectual curiosity to explore innovative approaches for addressing key business questions and formulating alternatives/solutions to key challenges
Managing Marriott Bonvoy Projects
- Leads current and futurelooking projects that drive engagement and customer lifetime value with Marriott Bonvoy members either related to new design components or optimizing impact of features within the existing program
- Develops specific goals and plans to prioritize organize and accomplish the mission of enterprise projects related to membership.
- Champions leaders vision for product and service delivery
- Makes and executes the necessary decisions to keep moving forward toward achievement of goals.
- Determines priorities schedules plans and necessary resources to promote completion of any projects on schedule.
- Analyzes information and evaluates results to choose the best solution and solve problems that create more excitement around the Marriott Bonvoys program.
- Thinks creatively and practically to develop execute and implement new project plans.
- Generates and provides accurate and timely results in the form of reports presentations etc.; able to communicate verbally and written in a clear concise manner
The pay range for this position is $60.38 to $84.52 per hour.
FLEX opportunities 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 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. Headquartersbased positions are considered hybrid for candidates within a commuting distance to Bethesda MD.
Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
Director
Employment Type
Full-Time
