CAREERS & JOBS (LOYALTY & CX)

Marriott is hiring: Senior Manager, Loyalty Business Transformation

JOB SUMMARY

The Senior Manager, Loyalty Business Transformation, serves as a key member of the Loyalty Business Transformation Team tasked with enhancing Marriott International’s Loyalty platform as part of a multi-year, enterprise-wide effort, laying the foundation for ongoing evolution of this this best-in-class program. Loyalty Business Transformation requires close coordination and collaboration across a range of disciplines within Marriott International, including, but not limited to, Global Technology (iT and Digital), Loyalty Program + Operations, Global Operations, Finance, Global Cards, Owner Franchise Services, and Continent teams.

This role will support definition, socialization, and ongoing management of the Loyalty Business Transformation strategy in close coordination with Global Loyalty senior leadership and Marriott’s Business Transformation Office (BTO). In this capacity, this role will assist in shaping change strategy (e.g., definition of business objectives, decisioning related to member/associate experience) and lead stakeholder alignment to support desired evolution of Marriott Bonvoy as a business. This position will also be responsible for day-to-date strategy execution support—managing program scope/funding, facilitating decision making forums and prioritization efforts to allow efficient and effective transformation operations. 

This role reports directly to the Senior Director, Loyalty Business Transformation. 

CANDIDATE PROFILE 

Experience & Education, Required

• Five or more years of relevant experience in strategy consulting, marketing, business transformation, loyalty or hospitality industry, demonstrating progressive career growth and a pattern of exceptional performance. 
• 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major.
• Demonstrated ability to coordinate multi-disciplinary teams to deliver complex projects on-time and within budget. 
• Strong capacity for program management, including governance and reporting process design, risk escalation/resolution, and design/facilitation of strategic working sessions.
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
• Proven track record of success working in/with fast-paced, consumer-focused organizations.
• Demonstrated ability to stay current on loyalty competitive landscape and industry trends.
• Proven experience introducing and implementing cutting edge ideas; conception through final delivery.

Experience & Education, Preferred

• Master of Business Administration (MBA) 

CORE WORK ACTIVITIES 

Define, socialize, and manage the Loyalty Business Transformation Strategy in close coordination with Loyalty leadership and BTO. 

• Support definition of the Loyalty Business Transformation Strategy, setting and managing progress against annual and multi-year goals. 
• Work with all necessary disciplines on requirements to support activation of the Loyalty Business Transformation Strategy. 
• Support Senior Director in executing Loyalty Business Transformation Strategy, including day-to-day management, development/sequencing of work, risk mitigation, and on-going reporting—escalating key decisions to VP, Program Development + Management where appropriate. 
• Assist in ongoing competitive benchmarking to ensure multi-year transformation activities remain aligned with emerging market trends. 

Socialize and champion change related to Loyalty Business Transformation with a focus on cross-discipline coordination.

• Work in collaboration with change management, business operations, and Global/Continent teams to manage and communicate change effectively. 
• Develop Loyalty Business Transformation updates to Global/Continent leadership stakeholders, coordinating with BTO, as appropriate. 
• Support promotion of Loyalty Business Transformation initiatives with Owner and Franchisee communities, soliciting feedback, addressing concerns, and obtaining buy-in, as appropriate.  

Support evaluation of emerging transformative concepts within Loyalty, driving associated decisioning and prioritization. 

• Coordinate with business/technical experts and senior leaders within the organization to evaluate emerging concepts that may require adjustment the Loyalty Business Transformation Strategy, inclusive of business case / similar analyses to assess value to Marriott Bonvoy and Marriott International. 
• Liaise with BTO on any emerging concepts, mitigating impact to broader transformation efforts, as necessary. 

Provide transparency that leadership needs to successfully manage problems and make informed decisions. 

• Execute project governance to manage issue escalation, project prioritization, etc. in coordination with the BTO.
• Utilize standardized processes, tools, and methods for product and program management and leadership. 
• Gain alignment among functional stakeholders, senior management, owner/franchise community. 
• Lead discipline meetings and conference calls, regionally, nationally and globally. Proactively work with corporate and all business units to ensure the cross-functional project teams are focused on the right priorities.

Manage Work, Projects, and Policies 

• Manage and implement work and projects as assigned.
• Generate and provide accurate and timely results in the form of reports, presentations, etc.
• Analyze information and evaluate results to help inform selection of the best solution(s) to meet business needs. 

Demonstrate and Apply Discipline Knowledge 

• Provide 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.

Deliver 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 on-schedule project delivery. 
• Collaborates with internal partners and stakeholders to support business/initiative strategies.
• Communicates concepts in a clear and persuasive manner that is easy to understand.
• Demonstrates an understanding of business priorities. 

Additional Responsibilities 

• Provide information to supervisors and co-workers in a timely manner.
• Demonstrate self confidence, energy, and enthusiasm.
• Inform and/or update leaders on relevant information in a timely manner.
• Manage time effectively and conducts activities in an organized manner.
• Present ideas, expectations, and information in a concise, organized manner.
• Use problem solving methodology for decision making and follow-up.
• Perform 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. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.