Senior Manager, Loyalty Member Experience And Products

Senior Manager, Loyalty Member Experience And Products

Job Summary

The Senior Manager, Loyalty Member Experience and Products is responsible for ensuring a seamless member experience across current and new platforms. This individual will work closely with various teams and disciplines to enable a smooth experience for members; key partners include technology, reservations, revenue management, property management systems, guest profiles, and engagement centers. The Sr. Manager will ensure that member benefits are able to be executed and monitored according to terms and conditions. The Sr. Manager will participate with key discipline partners to ensure loyalty has representation as new or existing programs evolve and create compelling new reasons for guests to join and book direct. In addition to the Marriott Bonvoy program, this role will also lead special projects to enhance the Elite member experience, loyalty products, and member engagement. This role must leverage strong project management experience to organize and drive results meeting business objectives within aligned upo budgets and timelines while working across a variety of stakeholders in the organization.

Candidate Profile

Education and Experience

Required

4-year degree from an accredited university in Business Administration, Marketing, or related major

5+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance

High proficiency in Microsoft Office, especially PowerPoint & Excel

Preferred

Graduate / advanced degree (e.g. MBA)

Experience with writing functional business requirements and working with cross-functional or matrixed teams

Experience within Lodging or Hospitality industries

Core Work Activities

Elite Benefit Delivery and Maintenance

Manage design and execution of Elite benefits and products, including enhancements to loyalty products, member experience, and associate tools/resources and processes

Assess and report out on the performance of key elite benefits and products

Assess competitive landscape across key elite benefits and products

Member Initiatives

Support new program and initiative development as it relates to enhancing the member experience across all customer touchpoints, with a key focus on the digital experience for members

Support Elite member benefits and programming, example projects include Elite member gifting and recognition

Member Engagement

Partner with key technical disciplines to ensure a seamless member experience before, during and after the stay. This includes on-property, digital, mobile, PMS (FSPMS, Fosse, Opera, Lightspeed), POS (point of sale), Engage (used at contact centers) and Salesforce systems (guest preferences, issue routing, arrival reporting, etc.) providing functional requirements through solutions testing.

Manage executive escalations on various types of member issues and complex Marriott Bonvoy account issues.

Responsible for ensuring CEC associates have clear direction on how to address calls from members, e.g. upkeep as Loyalty SME for Knowledge Management articles

Monitoring CEC "goodwill" points offered in conjunction with various Loyalty service issues that need to be recovered

Day to day management of referral program, incl. property quotas, partnerships, sales, and associates.

Assist with identifying and architecting user stories that support or elevate member engagement across all customer touchpoints.

Subject Matter Expertise on all Elite Benefits

Manage the Elite Terms and Conditions and FAQs

Manage/provide Member support and training for CEC, Social, PR and other key discipline partners

Fraud and Risk Management

Partner with finance and legal to assist in enhancing controls to reduce operation, regulatory, privacy and fraud risk. New Venture Support

Work extensively with Marketing, Brands, Global Technology, CEC, L, Digital, Public Relations, Social Legal, and Finance to optimize new ventures Elite member experience

Lead and influence cross-functional internal and external teams execute all facets of the member experience

Engage with multiple agencies and vendor partnerships

Lead creative brief development and creative review process for Elite Experience initiatives and ensures projects are at or under budget

Coordinate and consolidate internal feedback from Loyalty Marketing and legal on marketing materials

Enhance internal communications, reporting and analysis as appropriate.

Adjust quickly to changing priorities, aggressive timelines and multiple objectives.

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