FLEX Director, Loyalty Member Experience Design

Marriott International • Bethesda, MD

105d • Hybrid

About The Position

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.

Requirements

• 8+ years' experience in the hospitality industry, preferably in loyalty demonstrating progressive career growth
• 4-year 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
• 3+ years of professional experience in strategy or management consulting (preferred)
• MBA with concentration in strategy & operations, marketing, or economics (preferred)
• 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 multi-functional project teams
• Excellent relationship development and management skills with both internal and external business partners
• Proven ability to interact and influence all levels of the organization through persuasive communication and analysis
• Superb strategy skills with ability to operate in ambiguity and develop well thought out proposals

Responsibilities

• Lead of Marriott Bonvoy Loyalty Transformation
• Interface with Global Technology, Enterprise Architecture, Revenue Management, Global Operations teams to define requirements and provide business direction in the technology development process
• Work closely with various disciplines (CX, Digital, Marketing, Continents, CEC, etc.) to ensure that Loyalty business needs are effectively communicated
• Develop presentations for various stakeholders including senior leadership
• Perform business analysis to evaluate loyalty product enhancements and potential new offerings
• Develop business cases to influence stakeholders and leaders on the ROI, benefits, and value created by enhancements
• Manage multiple workstreams across domains and partner with discipline teams to drive execution of loyalty initiatives
• Drive accountability across disciplines to maximize member value
• Provide project management for cross-discipline implementation plans
• Define and articulate business requirements for technology teams
• Actively participate in technology-led sessions to convey and champion the business perspective
• Prepare high quality deliverables that articulate a persuasive story
• Lead current and future-looking projects that drive engagement and customer lifetime value
• Develop specific goals and plans to prioritize, organize, and accomplish the mission of enterprise projects
• Analyze information and evaluate results to choose the best solution and solve problems
• Generate and provide accurate and timely results in the form of reports and presentations

Benefits

• 401(k) plan
• stock purchase plan
• discounts at Marriott properties
• commuter benefits
• employee assistance plan
• childcare discounts
• medical, dental, vision coverage for full-time positions
• health care flexible spending account
• dependent care flexible spending account
• life insurance
• disability insurance
• accident insurance
• adoption expense reimbursements
• paid parental leave
• paid sick leave
• PTO balance for every hour worked
• minimum of 9 holidays annually

What This Job Offers

• Career Level: Senior
• Industry: Accommodation
• Education Level: Bachelor's degree