JOB SUMMARY

The Director, Loyalty Enrollment & Elite Projects role will be responsible for day-to-day ownership of Marriott Bonvoy enrollment strategy and orchestration across many different disciplines (Loyalty, CX, Global Operations, CEC, Digital, Continent teams, Technology, Public Relations, Marketing, Brand, etc.). In addition to setting and driving acquisition of new members to the Marriott Bonvoy program, this role will also lead special projects designed to drive and evolve the Elite member experience and engagement. This role must leverage strong project management experience to organize and drive results meeting business objectives within aligned upon budgets and timelines while working across a variety of stakeholders in the organization.

CANDIDATE PROFILE

Education and Experience

• 6+ years of experience in the hospitality or related industry, demonstrating progressive career growth and a pattern of exceptional performance AND

4-year degree from an accredited university in Business Administration, Hospitality Management, or related major OR

• 10+ years of relevant professional experience in a related function (ex: Marketing, Customer Experience, Loyalty), demonstrating progressive career growth and patterns of exceptional performance
• Experience managing and defining transformational strategies for business units
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity
• Experience partnering with loyalty and brand marketing through various channels: direct mail, email, web, contact centers, social media to drive new membership/customer engagement
• Elevated problem-solving skills to isolate disconnects in the member journey to ensure the brand/customer promise is delivered as intended
• Demonstrated leadership on multi-disciplinary teams on issues related to governance, liabilities, and strategic marketing direction associated with loyalty program.
• Project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions
• Experience building successful relationships with both internal and external business partners and demonstrated 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

Education and Experience Preferred

• Proven track record of success working in or with fast-paced, consumer focused organizations preferred
• Demonstrated success leading large scale initiatives/transformations across an enterprise and associated change management preferred
• Proven experience introducing and implementing cutting edge ideas; conception through final delivery preferred
• Proven experience articulating new concepts clearly and in a compelling way, especially well versed in PowerPoint presentations preferred
• Demonstrated record of strong negotiating, influencing and problem resolution skills preferred
• Experience effectively prioritizing and executing tasks in a high-pressure environment within budgets and timelines preferred
• Demonstrated ability to assess stakeholder needs, creatively approach solutions, and decide and influence appropriate courses of action preferred
• Hands on experience working with business partners to develop success measurement plans and KPIs preferred
• Specialized experience in loyalty programs preferred.

CORE WORK ACTIVITIES

Day-to-Day Lead of Marriott Bonvoy Enrollment Strategy & Planning

• Sets schedule for aligning on annual goal setting process in collaboration with CX and other disciplines (Global Ops, Digital, Marketing, Loyalty, Continents, CEC, etc.), working closely with other Loyalty business leads that oversee aspects of the enrollment channels
• Establishes, maintains, and tracks key initiatives & tactics stood up to improve the success of various enrollment channels – ensuring executive buy-in and alignment along the way
• Defines strategy and tactics to drive new enrollments and encourage engagement with new members across channels, partnering across discipline partners to activate, measure, and continuously optimize
• Stays current on industry trends relevant to increasing volume and value of new enrollments into Marriott Bonvoy
• Provides regular (quarterly) updates to Leadership to highlight strategy, key tactics, and results

Managing Marriott Bonvoy Elite Projects

• Leads current and future-looking projects that drive engagement with Marriott Bonvoy Elite members – either related to new design components or optimizing impact of existing program
• Develops specific goals and plans to prioritize, organize, and accomplish the mission of enterprise projects related to Elite 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 Marriott Bonvoy’s Elite 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

Delivering on the Needs of Key Stakeholders

• Understands and meets the needs of key stakeholders.
• Communicates concepts in a clear and persuasive manner that is easy to understand.
• Demonstrates an understanding of business priorities.
• Supports achievement of performance goals, budget goals, team goals, etc.

Providing Technical Support and Consultation

• Provides technical expertise and technical leadership within own and other teams.
• Provides recommendations to improve the effectiveness of processes and programs.
• Demonstrates advanced knowledge of job-relevant issues, products, systems, and processes.
• Demonstrates advanced knowledge of function-specific procedures.
• Applies knowledge/judgment to achieve business goals.
• Foresees, identifies and resolves problems.
• Keeps up-to-date technically and applies new knowledge to job.
• Performs other reasonable duties as required for this position.

MANAGEMENT COMPETENCIES

Leadership

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability

• Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Professional Expertise

• Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
• Technical Acumen – Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations, generate innovative solutions to approach function-specific work challenges, and function as a thought leader in his or her area of expertise.
  • Marketing, loyalty programs
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Understands written sentences and paragraphs in work related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.