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Senior Director, Business Transformation Office – Program Management (Loyalty)

Posted September 14, 2021

Marriott International
Bethesda, MD
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Job Summary

The Senior Director, Business Transformation Office - Strategy & Program Management (Loyalty) is responsible for driving the planning and execution of Loyalty workstreams for the Marriott Growth Platform (MGP) program and will be part of the Transformation Management Office (TMO) team.  MGP is a multi-year effort to transform Marriott’s technology and business process ecosystem, enabling Marriott to deliver on our vision to become the world’s favorite travel company.  The TMO has been established to enable and accelerate MGP through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination and deployment.  This role, as part of the TMO, will contribute to building upon our existing expertise and creating the structures and capabilities we need to coordinate the moving parts that make up MGP.  This role will partner closely with the leads in Change Management, Communications, Deployment and external consulting leaders throughout the project.  Success in this role requires strong critical thinking skills, attention to detail, comfort with ambiguity, a proven ability to manage multiple work efforts at the same time, as well as a willingness to be tested on difficult and time-sensitive requests.

Responsibilities will include:

  • In partnership with Loyalty and TMO leadership, provide strategy, coordination, and execution support for the Digital workstreams of MGP
  • Support the VP, Business Transformation Office – Program Management to manage key connection points and interdependencies between Loyalty and other MGP workstreams including Commerce, Hotel Operations, Digital, Change Management, Finance and Technical Architecture
  • Coordinate Loyalty contributions into central program deliverables, e.g. Integrated Project Plans, Risk Management and Contingency Plans, etc.
  • Design and facilitate Loyalty-specific and cross-discipline forums and processes to engage senior leaders and gain buy-in on critical business decisions
  • Stakeholder management and coordination to ensure Loyalty perspectives are incorporated into other MGP workstreams’ decision making
  • Provide Loyalty inputs and support to execute against MGP Change Strategy, Communications and Training Plans

Expected Contributions

  • Support the VP, Business Transformation Office – Program Management with Strategic Project Management of MGP’s Loyalty workstream, with primary areas of focus including:
  • Strategic Project Management:
  • Provide coordination of week-to-week progress of the program – including (but not limited to) status reporting and aggregate timelines
  • Aggregates weekly reporting across technical and business workstreams and support providers
  • Provides recurring and ad-hoc consolidated views and surfaces key insights for executive decision making across key forums
  • Support ad-hoc needs for MGP program team and Loyalty workstream – including defining strategies, coordinating planning and execution, defining processes for the program and for the future business
  • Support development of project plans within Loyalty and across MGP workstreams
  • Plan and propose strategic direction, goals, and approaches across stakeholders
  • Develop and manage Loyalty’s processes for monitoring issues, prioritizing resolution
  • Partner with the workstream leads to help shape change + implementation strategies for the impacted stakeholder groups
  • Provide processes and communications that create accountability with project team and drive results
  • Facilitation Support
  • Facilitate and prepare content for Loyalty, MGP, and TMO leadership forums
  • Assist in the design of facilitation methodologies and coordination of logistics/materials for Deep Dives
  • Support ad-hoc track level (and cross-track) workshops to tackle Loyalty risks, issues, and strategy alignment
  • Coordinate Loyalty contributions into central program deliverables (i.e. Risk Management, Contingency Planning, Change Control)
  • Manage Loyalty’s risks in alignment with the MGP Program Risk Management Framework and Management Plan
  • Support identification of risks, development of mitigation strategies, and escalation at designated forums
  • Guide cross-program contingency planning to identify alternate business and technology approaches as required
  • Implement Change Control processes for Loyalty’s workstream in alignment with MGP Change Control Plan, leading the assessment and management of changes in scope, major assumptions, costs, delivery timeline, etc.
  • Support Loyalty’s Governance and role in overall MGP Program Governance
  • Establish and apply decision making rights within the Loyalty track
  • Develop and maintain Loyalty governance strategy (forums, objectives, audience, escalation paths, etc.)
  • Support leadership decision-making across MGP tracks
  • Develop presentations for executive forums, including MGP Program Steering Committee, Loyalty Steering Committee, and contributions to Hotel Operations, Commerce and Digital Steering Committees, Board of Directors, Corporate Growth Committee and Global Operators Committee meetings

Candidate Profile

Education And Experience Required
  • 4-year degree or equivalent from an accredited university in Business Administration, Hospitality Management, Technology or related major or equivalent experience is required.
  • Eight or more years of work experience in hotel, consulting or business analytics, demonstrating progressive career growth and a pattern of exceptional performance.
  • Lodging/hospitality industry experience across multiple brands and disciplines
  • Experience managing large-scale initiatives and managing associated change.
  • Experience evaluating business trends and successfully implementing new business programs and strategies that enhance multi-unit business performance.

CORE WORK ACTIVITIES

  • Build effective relationships with all internal and external stakeholders. Ensure decision-making that balances the needs of the various stakeholder groups and promotes the long-term viability of the business.
  • Responsible for ensuring the appropriate systems, tools, processes, and training are in place to successfully position hotels from a hotel operations perspective.
  • Identify emerging business opportunities and risks to determine strategic implications, provide feedback to key stakeholders and take a leadership role in the decision-making process. 
  • Partner with Global and Continent leadership to determine any gaps by identifying segments where there are no tools or systems in place and ensure tools and systems are globally applicable and deployed.
  • Ensure that hotels understand and use deployed tools, resources, and system to support decision-making processes.
  • Ensure that systems, tools, processes, and training are consistently applied and used worldwide.
  • Identify gaps in hotel decision making across all segments of business, and work with global discipline teams and continent leaders to address these gaps – through systems enhancements, tool development, process improvements, training and education, or a combination of these approaches.
  • Maintain first-hand knowledge of developing strategies and advancements to ensure nuances are fully understood and incorporated for global implementation.
  • Anticipate and identify deployment business opportunities and challenges, respond with a profitable strategy and align with overall business direction.
  • Develop actionable recommendations and responses to optimize performance and drive growth and profitability.
  • Review ongoing deployment decisions and initiatives ensuring the right approaches and resources are brought to bear on overall business challenges and opportunities. Monitor hotels that are not performing to expectation. 
  • Champion leadership development and workforce planning priorities by assisting in the assessing, selecting, retaining and developing diverse, high-caliber talent that can lead the organization today and strengthen the leadership bench for the future; work with HR to anticipate future talent needs based on business growth plans.
  • Develop and execute deployment plans for priority global initiatives and align with continent teams on project deployment plans.
  • Recommend deployment approaches for meeting project success criteria with minimal disruption to impacted associates.
  • Ensure deployment planning includes all tools, information, and resources necessary to set properties up for a successful launch
  • Maintain project transparency throughout deployment, schedule and facilitate deployment meetings
  • Direct development and publication of Land-It deployment task lists (or other deployment tools) / ensure all tasks are relatable at the property perspective, establish property level support channels (check-in calls, mailbox), and collect feedback from properties throughout the deployment process
  • Create standard templates to optimize effectiveness of deployment, including decks, webinars, property engagement, tasks lists, status reports, and escalation flows

MANAGEMENT COMPETENCIES

Stakeholder Relations

  • Partners with key stakeholders to ensure execution across disciplines as needed.
  • Drives the organizational alignment and accountability for successful outcomes of all MGP-related initiatives with the continent and market, and other functional areas; ensures strategies address relevant stakeholder needs and competitive environment; executes accordingly.
  • Creates informal mentor relationships with other MGP and related discipline partners to create a climate of teamwork and learning.

Leading & Managing Teams

  • Creates a synergistic leadership team and business environment that encourages accountability, high standards, and innovation to consistently deliver positive business results.
  • Hires, develops, and retains diverse talent that makes a strong, positive impact on the organization. 
  • Sets clear organizational goals and expectations for direct reports using the performance review process and holds team accountable for performance.
  • Continuously improves team and job structures and ensures clear leadership accountabilities are in place.
  • Builds teams with the appropriate mix of talent and skills to drive innovation and performance. Identifies talents of direct reports, and assists with their growth and development plans.

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 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, Finance, Legal etc.) 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

  • 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 guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

  • 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.
    • Strong understanding of sales, marketing, revenue management strategies, tools and processes.
    • Strong understanding of Excel.
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.
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About this Employer

Marriott International

10400 Fernwood Rd.
Bethesda, MD 20817

(301) 380-3000

Corporate Office

www.marriott.com

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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.

OUR PEOPLE ARE OUR MOST IMPORTANT ASSET

  • 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 "FAMILY-LIKE" WORKPLACE ATMOSPHERE

  • 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.