Senior Manager, Member Experience

JOB SUMMARY

The Senior Manager, Member Experience is responsible for supporting the strategy and initiatives to provide enhanced personalized services for our most valued members. The role will own key strategy initiatives including gifting, in room amenities, member surveys and associate empowerment. This position will coordinate with a global team responsible for driving member engagement via new member experiences, piloting expansions of services, and finding new and more efficient ways to provide these services. This role will support the following areas:
•    Targeted member outreach 
•    Member Satisfaction 
•    Associate Empowerment 
•    Ambassador Program special projects 
•    Gifting

 

CANDIDATE PROFILE

Education and Experience Required
•    4-year degree from an accredited university in Marketing, Business Administration, Hotel and Restaurant Management, or related major.  
•     5+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance.
•    Strong project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions.  
•    Experience with PowerPoint and Excel

Education and Experience Preferred
•    MBA 
•    Strong analytic skills

 

CORE WORK ACTIVITIES

Targeted Member Outreach 
•    Perform market research to identify members for surprise and delight gifts and special event invites.
•    Support the development, execution and reporting for member surprise and delight gifting strategies. 
•    Own all gifting initiatives including associate empowerment, year end gifting and ad hoc surprise and delight (both at and above property)

Special Projects
•    Support the launch of new platforms, programs and initiatives to drive member engagement.
•    Contribute to strategy content development and help to deliver flawless execution of the member experience.
•    Support initiatives to understand the current customer base to drive engagement and the future vision of the program, including running quarterly survey, determining results, performing data analysis and serving as subject matter expert for survey.
•    Manage existing special initiatives day to day independently, including working with properties and above-property partners around the company and the continent teams.  Formulate strategy for future of existing programs.  
•    Collaborate with internal and external stakeholders as a loyalty program subject matter expert to foster program growth, including leading projects to stand-up new features or controls needed to optimize Marriott Bonvoy engagement with members and associates.

Maintaining Goals
•    Submits reports in a timely manner, ensuring delivery deadlines are met.
•    Independently develops timelines, understanding key deliverables and working to alleviate risks and blocks as necessary. 
•    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
 

The salary range for this position is $108,300 to $138,100 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an envi