Director, Loyalty Program & Member Experience (1 year contract)
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Job Number 19160858
Job Category Sales and Marketing
Location Asia/Pacif/Australia Region, Suite 1108 11th Floor Cityplaza One, Hong Kong S.A.R., Hong Kong, Hong Kong S.A.R. VIEW ON MAP
Position Type Management
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The Director of Loyalty Program & Member Experience, APAC is a key member of the continent Digital, Loyalty, and Portfolio Marketing leadership team. This role has responsibility for Loyalty Program Management and Member Experience.
Reporting to Senior Director, Loyalty Program & Member Experience, Buzz Marketing and Partnerships, this role will work close collaboration with the corporate office and leadership team within Asia Pacific, plan and execute continent’s loyalty program and member experience in a manner that is locally relevant and aligned with global strategy. In addition, this role is responsible for driving loyalty program performance within the continent.
Success in this role requires strong organizational skills, strategic thinking, and the ability to manage multiple priorities at the same time. This position will work closely with other departments within Marriott’s Corporate Headquarters as well as the continent office.
Localization: Localize Marriott International’s new loyalty brand (travel program), Marriott Bonvoy through innovation, breakthrough strategy & activation
Acquisition/Retention: Expand the penetration of MI’s loyalty program in the market through combined efforts of on property and above property channels
Engagement: Develop & execute the overall member engagement strategy to drive member experience, retention & in turn loyalty
Awareness: Drive visibility of Marriott Bonvoy through on property and above property channels in collaborations with Operations, Loyalty Marketing and other respective teams/stakeholders
Program delivery: This position will be responsible for driving acquisition, share of occupancy and the topline.
Innovation: Drive new product development to enrich Marriott Bonvoy program and brands
4-year degree from an accredited university in Business Administration, Marketing, or related major
5+ years of relevant professional experience in program management, marketing strategy, digital or related function, demonstrating progressive career growth and pattern of exceptional performance.Key experience includes:
- Working with multi-disciplinary teams to achieve a common goal.
Strong ability to manage through influence rather than direct reporting relationships
Project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions
Must have excellent relationship development and management skills with both internal and external business partners; ability to say no with defensible business rationale
Proven ability to interact and influence all levels of the organization through persuasive communication and analysis
- Analytical mindset and familiarity with financial principles
- Experience managing and delivering multiple projects simultaneously
Experience marketing through various channels: properties, contact centers, direct mail, email, web, social media, etc
Accountable for program fundamentals for the continent (e.g., economics)
Educate properties and continent-wide leaders/stakeholders on the program fundamentals
Serves as a Loyalty program champion to all continent stakeholders
Drive hotel performance on key loyalty metrics; address trends as needed
- Ensure program standards compliance
Provide Owner/Franchisee support – from curation of loyalty program story, to stakeholder education, to issue resolution.
Partner with Operations and CLS to ensure delivery of member preferences on-property
Drive loyalty localization based on consumer research
Support the evolution and impact of the F&B, kids and spa loyalty experiences
Act as in-continent lead and point of deployment contact of new loyalty initiatives
Support and lead continent specific loyalty programming
Work with analytics team, develop and manage reporting to track initiatives that support organizational goalsMember Experience
Educate continent stakeholders and properties in partnership with Operations on the loyalty mindset to ensure on-property member experiences are maximized
Identify opportunities and design elevated in-hotel elite member experience / programing and standards that support impact of increased member satisfaction or behaviors
- Work closely with stakeholders to support projects that touch in-hotel member experiences
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.
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.
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.
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., Operations, HR, Sales & Marketing, Finance, Revenue Management, 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
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.
Communications - The ability to use knowledge of communication strategies to effectively convey and disseminate information in a way that enables understanding, “buy in,” and action.
Communications and Media-Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Sales and Marketing-Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
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.