Director, Loyalty Redemption Strategy

Job Number

24025526

Job Category

Sales & Marketing

Location

Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

N

Position Type

Management

Job Summary

With over 196+ million members, Marriott Bonvoy is connected to every part of the travel journey both within the Marriott International ecosystem and beyond.  The Director, Loyalty Redemption Strategy, will set the strategy to re-platform loyalty and its related systems, lead new initiatives related to the redemption and reimbursement of member redemptions, as well as identify and implement improvements to existing business processes.  Utilizing our new CRS and PMS platforms, there is an incredible amount of decision-making this role will lead to ensure both “do no harm” of redemption products as well as innovation of our offerings in these new platforms.  Further, this role has the opportunity to start in the vendor selection timeframe for a new Loyalty system writing requirements and making decisions that shape the entire future of Marriott Bonvoy.

This role will partner closely with disciplines including Loyalty, Finance, IT, Revenue Management, and continent teams in order to align strategy, communicate change management, and pull-through in the corresponding technology platforms.  Activation of these strategies require project management with multi-disciplinary groups and/or system partners to ensure redemption and reimbursement can go live for members and hotels on schedule. This can include providing use cases, testing, and approving both the business and system processes.  After activation, the Director, Loyalty Redemption Strategy will monitor redemptions and reimbursements through stabilization and lead touchpoints with discipline and continent leaders as appropriate.  This will include the roadmap for any fast follow products not activated on Day One (launch).

As a Redemption subject matter expert, this role will manage and evolve policies related to existing award processes (redemption pricing, inventory, reimbursements, etc).  This includes scoping and managing systems implementation requirements with discipline partners, as well as developing and implementing communications to launch product changes.  This role requires close coordination and collaboration across a range of disciplines within Marriott International, including, but not limited to, iT, Loyalty Operations, Revenue Management, Global Operations, Finance, Digital, Global Cards, Owner Franchise Services, and Continent teams. 

Success in this role requires strong strategic thinking skills both quantitative and philosophical, an understanding of and passion for technology and how it supports business, a deep level of curiosity and knack for creative solutions, a proven ability to manage multiple projects at the same time, and a willingness to be tested on difficult projects and initiatives.

This position reports to the Senior Director, Redemption Products and Dynamic Pricing – Loyalty.

Candidate Profile 

Education and Experience Required

• Eight or more years’ experience of relevant professional experience in of relevant professional experience in loyalty, hotel operations, revenue management, customer analytics, finance or related function, demonstrating progressive career growth and pattern of exceptional performance AND 4-year degree from an accredited university or equivalent.
• Experience managing and defining transformational strategies for business units.
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity. 
• Demonstrated ability to work independently and collaboratively with others.
• Strong project management and time management skills.
• Experience with existing Marriott platforms.
• Exceptional presentation skills including oral, written, and PowerPoint.

Education and Experience Preferred

• Loyalty, Revenue Management, or Hotel Operations experience.   
• Ideal candidate has experience throughout Marriott’s existing platforms such as MARSHA, FOSSE/FSPMS/LightSpeed/Opera, EMPOWER/ResApp, One Yield/HPP, Loyalty, ARS, etc.

Core Work Activities 

Strategic Leadership

• Support the Senior Director, Redemption Products and Dynamic Pricing, Loyalty to manage key connection points and interdependencies between Loyalty and other workstreams including Revenue Management, Technology, Hotel Operations, Change Management, Finance and Technical Architecture
• Create the analysis required to make the best strategic decisions for the Loyalty program in regards to members, hotels, and program economics.  Shepherd this analysis through layers of leadership approval.
• Analyze financial and associate impacts of various requirements, system setups, and redemption decisions. 
• Present, in concise manner, the necessary context and decisions to senior leaders for alignment.

Project Management

• Collaborate with cross-functional working teams comprised of senior discipline experts to:
  • Create activation timelines and workback plans
  • Plan and implement identified initiatives with minimal oversight
  • Support transformational projects working across functions and disciplines to meet objectives
  • Guide on-going business analysis support to leadership to support strategic decision making using the appropriate approaches, systems, and resources
  • Deliver presentations related to garner multi-disciplinary support of key decisions in a consensus-driven environment
  • Actively engage internal partners (e.g., Change Management and Communications, Learning) to prepare content for communication materials as needed for transition between old systems and new systems, as well as deployment of any new/revised initiatives
  • Create documentation for Marriott Bonvoy processes, gaps, and job aides.
• Scope and manage systems implementation requirements with IT, Revenue Management Systems, Channels, and Digital.
• Document system setup for current, interim, and future state of redemptions, pricing, and reimbursements.

Additional Responsibilities

• Collaborate with other team members to fix gaps or broken processes.
• Provides technical expertise and support to persons inside and outside of the department.
• Partner with continent disciplines along with Loyalty’s Owner Engagement Team to address owner concerns.
• Connect with teams working on current state initiatives to ensure they can be pulled through not only in existing systems but also future platforms.
• Performs other reasonable duties as assigned by manager.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.

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