VP, Luxury Client Relationship Management

JOB SUMMARY

The Global leader for Luxury Client Relationship Management is responsible for defining building and scaling Marriott Internationals global HNW and UHNW relationship-management ecosystem to drive acquisition retention lifetime value and share of wallet among High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) customers.

This leader will establish the operating model technology ecosystem processes talent strategy and performance framework required to move Marriott from hospitality-led interactions to intentional portfolio-wide relationship management for luxury customers. The role serves as the enterprise leader responsible for transforming how Marriott identifies engages develops and retains HNW and UHNW customers through personalized clienteling data-driven insight invitation-only experiences between-stay engagement and coordinated cross-brand recognition.

The position partners closely with Luxury Brand Marketing Loyalty Sales Revenue Management Distribution Data & Analytics Technology Continent teams and affinity partners to create a global model with continent nuance that builds desirability strengthens customer preference deepens advisor advocacy and drives measurable incremental revenue.

Success measures include:

Growth in HNW and UHNW customer acquisition

Improvement in HNW customer retention and repeat engagement

Increased customer lifetime value and share of wallet

Growth in Luxury portfolio revenue attributable to HNW initiatives

Expansion of luxury cross-brand engagement globally

Customer satisfaction and advocacy among priority customer segments

Adoption and utilization of clienteling tools processes and relationship-management standards

Successful implementation of global clienteling capabilities and operating model

Growth in portfolio-wide engagement cross-property recognition and multi-destination luxury journeys

Increased engagement through invitation-only experiences luxury membership concepts and cultural or affinity-based programming

Improved ease of doing business and relationship strength with luxury travel advisors and GSO partners

CANDIDATE PROFILE

Education and Experience Required

Bachelors degree in business marketing hospitality customer experience or related discipline

12 years of progressive leadership experience in luxury hospitality luxury retail private client services sales customer relationship management marketing or customer experience

Proven experience building and scaling customer-centric capabilities programs or organizations

Demonstrated success leading large-scale transformation initiatives across complex matrix organizations

Experience managing executive-level stakeholder relationships and influencing without direct authority

Education and Experience Preferred

Experience in luxury retail clienteling client development VIP customer management or private-client programs

Global leadership experience across multiple regions and cultures

Deep expertise with CRM platforms customer analytics personalization technologies and loyalty ecosystems

Experience leading high-performing global teams

CORE WORK ACTIVITIES

Define the Global Luxury Relationship Management Strategy

Establish the vision strategy and roadmap for Marriotts HNW and UHNW acquisition retention and relationship growth

Design the operating model governance structure processes and standards required to deliver clienteling at scale

Create a differentiated approach to attracting engaging and retaining HNW and UHNW customers across the Luxury portfolio with the relationship anchored in the portfolio rather than an individual property

Partner with Luxury leadership broader Customer and Sales teams GSO Distribution Revenue Management and Continent teams to balance global consistency with local market needs

Serve as the global leader for HNW throughout the organization

Build Clienteling Capability and Infrastructure

Lead the development of the technology ecosystem required to support clienteling including customer profiles preference management segmentation referral management and workflow tools

Partner with Data and Technology teams to establish a unified view of luxury customers across brands and geographies

Drive implementation of customer intelligence and personalization capabilities that enable relationship-based engagement

Establish processes to capture maintain and activate customer preferences and behavioral insights

Define relationship-manager roles handoffs service expectations and workflow standards that enable one coordinated relationship across brands properties destinations and customer touchpoints

Ensure appropriate governance related to customer data privacy and compliance

Drive Customer Acquisition Retention and Portfolio Growth

Develop strategies that identify and attract new HNW and UHNW customers

Create programs that deepen engagement increase loyalty and expand share of wallet across the Luxury portfolio

Design approaches that strengthen customer lifetime value through personalized relationships curated experiences destination intelligence and proactive between-stay engagement

Establish customer engagement strategies that leverage Marriotts brands experiences partnerships and loyalty assets

Develop a luxury membership construct above traditional loyalty where status signals belonging access recognition and experiences unavailable for purchase rather than nights stayed alone

Continuously evaluate market trends and competitor activity to identify new opportunities

Represent Marriott externally with strategic partners luxury industry organizations and high-value customer communities

Influence enterprise priorities and investment decisions that support customer growth objectives

Create an Invitation-Only Luxury Ecosystem

Develop global frameworks for invitation-only experiences private dining behind-the-scenes cultural access fashion week and art fair programming and exclusive Reserve journeys across multiple destinations

Create exclusive events cultural access affinity partnerships and recognition programs that strengthen emotional loyalty and relevance with priority luxury customer segments

Ensure a seamless end-to-end customer experience across brands properties destinations and touchpoints including recognition preferences milestone outreach and portfolio-wide surprise-and-delight moments

Champion innovation that elevates the experience of Marriotts most valuable customers

Align stakeholders around a unified view of the luxury customer and a common clienteling strategy

Elevate multi-property relationships by enabling curated itineraries cross-property celebrations shared guest preferences and consistent recognition across the luxury portfolio

Partner with GSO and Luxury Travel Advisors

Partner with GSO to make Marriott the easiest luxury hospitality company for travel advisors to do business with

Define advisor-facing relationship standards referral processes access models and service expectations that strengthen advocacy among luxury travel advisors

Leverage advisor insight customer intelligence and GSO relationships to improve acquisition trip orchestration issue resolution and ongoing customer engagement

Deliver Luxury Portfolio Revenue

Establish KPIs and business performance measures that connect clienteling activities to revenue and customer growth

Drive accountability for customer acquisition customer retention customer lifetime value share of wallet and luxury portfolio revenue growth

Utilize customer data and analytics to optimize investment decisions and identify growth opportunities

Regularly communicate business impact performance insights and strategic recommendations to senior leadership

Build Organizational Capability

Recruit lead and develop a high-performing global clienteling organization

Define capability requirements role structure and career paths for emerging clienteling teams

Establish training service standards advisor engagement practices and relationship-management best practices

Foster a culture that combines luxury hospitality relationship management personalization cultural relevance discretion and commercial accountability

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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.