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Senior Manager, Global Loyalty Roadmap

Posted May 6, 2021

Marriott International
Bethesda, MD

About This Job


The Senior Manager, Global Loyalty Roadmap is a key member of Loyalty Product Development and Management Team and will provide support of high-priority Loyalty-focused strategic initiatives to build a Global Roadmap. The position will report into the Vice President, Product Development and Management. This position’s primary responsibility is to support strategic projects ranging from baseline assessments to comprehensive management of complex programs to build a comprehensive Global Loyalty Roadmap. This Senior Manager will be responsible for engaging with cross-discipline subject matter experts (SMEs) and senior Consumer Operations leadership to plan and execute Loyalty initiatives across the enterprise, driving the overall success of Marriott International’s major business objectives. Success in this role requires strong strategic thinking, exceptional attention to detail, a proven ability to manage multiple tasks and stakeholders simultaneously, and a willingness to be tested on difficult projects and initiatives.     

The projects will range across the following key categories:

  • Facilitating development of complex growth strategies affecting the Loyalty organization at center and within its Continent structures  
  • Ensuring consistent pull-through of Loyalty strategies/initiatives that require enterprise-wide activation across multiple disciplines at Marriott headquarters and within our Loyalty Continent organizations, as needed
  • Supporting the VP, Product Development and Management in strategic planning efforts for senior leaders within the Loyalty organization, including design and logistics support of multi-day ideation / working sessions designed to drive innovation and collaboration across teams
  • Coordinating development of comprehensive annual implementation plans across the Global Loyalty, facilitating ongoing monitoring to plan 


Education and Experience

  • 6+ years’ experience in the hospitality 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
  • 8+ years of relevant professional experience in related function, demonstrating progressive career growth and patter 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.

Preferred Experience

  • Proven track record of success working in or with fast-paced, consumer focused organizations.
  • Demonstrated strong track record delivering business results
  • Strong knowledge and passion for the loyalty competitive landscape and must be able to remain current with industry trends
  • Demonstrated success leading large scale initiatives/transformations across an enterprise and associated change management.
  • Proven experience introducing and implementing cutting edge ideas; conception through final delivery.

Key experiences and capabilities include:

  • Specialized experience in Loyalty program and Management Consulting preferred.
  • Project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions
  • Expert understanding of hospitality space and the needs of different tiers of brands and segments of consumers.
  • Experience and/or strong interest in partnering with loyalty and brand marketing through various channels: direct mail, email, web, contact centers, social media to drive new membership engagement
  • Elevated problem-solving skills to isolate disconnects in the member journey to ensure the Bonvoy 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


Project and Strategy Leadership

  • Support Senior Director in development of strategic initiatives / implementation plans in furtherance of enterprise-wide Loyalty initiatives
  • Support Senior Director in coordinating cross-functional working teams comprised of senior discipline experts including, but not limited to, representatives from iT, Digital, Loyalty Operations, Global Operations, Human Resources, Cards, Finance, Customer Experience, CEC, etc. to meet project objective and goals on time and on budget
  • Develop presentations related to the strategic roadmap development, project execution/status, and management for senior management and other key stakeholders (e.g., owners, associates, customers)
  • Provide ongoing monitoring of progress against program and project-level milestones / performance metrics, developing and maintaining reporting on these items (and any associated risks/issue) to leadership

Strategy Execution

  • Support initiatives on behalf of the Loyalty organization to drive change within Loyalty and across Marriott International with the following responsibilities:
  • Develop / coordinate development of high-quality deliverables and work products in support of the project
  • Monitor and provide constructive feedback on work products produced by other members of the Enterprise Activation Team
  • Participate in review cycles at key milestones & provide perspectives to manager related to project management decisions
  • Actively participate in strategy sessions, contributing materially to strategy development
  • Support development and activation of complex implementation plans
  • Establish key milestones and approval roles
  • Ensure timely delivery against milestones

Maintaining Goals

  • Submits reports in a timely manner, ensuring delivery deadlines are met.
  • Promotes the documenting of project progress accurately.
  • Provides input and assistance to other teams regarding projects.

Managing Work, Projects, and Policies

  • Manages and implements work and projects as assigned.
  • Generates and provides accurate and timely results in the form of reports, presentations, etc.
  • Analyzes information and evaluates results to choose the best solution and solve problems.
  • Provides timely, accurate, and detailed status reports as requested.

Demonstrating and Applying Discipline Knowledge

  • Provides technical expertise and support to persons inside and outside of the department.
  • Demonstrates knowledge of job-relevant issues, products, systems, and processes.
  • Demonstrates knowledge of function-specific procedures.
  • Keeps up-to-date technically and applies new knowledge to job.
  • Uses computers and computer systems (including hardware and software) to enter data and/ or process information.

Delivering on the Needs of Key Stakeholders

  • Understands and meets the needs of key stakeholders.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
  • Collaborates with internal partners and stakeholders to support business/initiative strategies
  • Communicates concepts in a clear and persuasive manner that is easy to understand.
  • Generates and provides accurate and timely results in the form of reports, presentations, etc.
  • Demonstrates an understanding of business priorities

Additional Responsibilities

  • Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
  • Demonstrates self confidence, energy and enthusiasm.
  • Informs and/or updates leaders on relevant information in a timely manner.
  • Manages time effectively and conducts activities in an organized manner.
  • Presents ideas, expectations and information in a concise, organized manner.
  • Uses problem solving methodology for decision making and follow up.
  • Performs other reasonable duties as assigned by manager.



  • Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
  • Communication –Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • 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 and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
  • 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.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

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.
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • 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.

Generating Talent and Organizational Capability

  • 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.
  • Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work 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.

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.

About this Employer

Marriott International

10400 Fernwood Rd.
Bethesda, MD 20817

(301) 380-3000

Corporate Office

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What Does it Mean to Be a Marriott International Associate?

It means feeling the power of belonging. We feel it each and every day. It comes from being recognized. It comes from knowing Marriott International sees talent in each of us. And, it comes from working together, as a family, to make our guests feel as much at home as we do. It's why so many of our associates come for a job, but stay for a career.


  • Marriott's managers and leaders take a personal interest in each associate
  • Marriott offers resources and support so associates have what they need to develop to their full potential
  • Marriott is committed to hiring a diverse workforce and sustaining an inclusive culture


  • A work environment that is a "home away from home" for many associates, where co-workers are also friends
  • Service is what sets Marriott apart with our guests, so Marriott associates are empowered to go the extra mile, do the job right, and deliver exceptional guest experiences
  • Working for Marriott gives associates a sense of pride and dignity, where they are empowered to deliver their personal best, every day, for every guest and each other

What Sets Us Apart?

We believe our strength is rooted in our five core values:

  • Putting people first
  • Pursuing excellence
  • Embracing change
  • Acting with integrity, and
  • Serving our world

These values are our legacy and our future. As we pursue our vision of making Marriott the #1 travel company in the world, we never lose sight of our founding principles and our proud heritage. We are constantly innovating and evolving, but we'll always stay true to who we are, because we believe the way we do business is as important as the business we do.