Director, Marriott Bonvoy Ambassador Program

Marriott Hotels Resorts•Bethesda, MD

31d

About The Position

The Director, Marriott Bonvoy Ambassador Programs is responsible for leading the design and development of the strategy and initiatives to support enhanced personalized services for our most valued members. This position will coordinate with a global team responsible for driving member engagement via new member experiences, social channels, pilot expansion of the service, and member events. In addition, this position will seek to develop and refine the enabling procedures, policies, and technology and drive efficiency to improve services. This role may oversee the following areas: Ambassador Program Strategy & Execution Ambassador Program Definition & Insights Ambassador Program Initiatives

Requirements

Bachelor’s degree in business administration, Marketing, Hospitality Management.
8+ years of relevant experience in marketing or related function

Nice To Haves

Experience managing and defining transformational strategies for business units.
Experience with loyalty strategy & program management within a matrixed organization.
MBA

Responsibilities

Lead the development of the Ambassador Program strategy and roadmap to deliver personalized services and interactions.
Develop new services and recognition efforts to better meet the needs of individual segments within the Ambassador member base.
Tailor program services and strategies as appropriate to meet the local needs of Ambassadors.
Monitor Ambassador customer lifecycle, creating points of differentiation and identifying opportunities for improvement
Partner with technology stakeholders to design and implement solutions to enhance the member and associate experience.
Support other ad hoc requests for top members as needed
Define the Ambassador program goals, objectives, key performance indicators (KPI), and program health reporting standards.
Develop program standards to create consistent experiences and communications to share best practices around the world.
Analyze member and associate sentiment to create action plans that improve KPI performance.
Design proof of concepts to test Ambassador program enhancements supported by evaluation framework and business case assessments.
Lead the implementation of new initiatives across key discipline partners to ensure a seamless experience for our most valued members.
Evaluate new services and partnerships that extend beyond the hotel stay and generate new revenue streams for loyalty.