FLEX Director - Loyalty Member Experience Design

This is a temporary position.   

 

The FLEX Director, Loyalty Member Experience Design,  will be responsible for development of strategic enhancements to the Marriott Bonvoy member experience design. This position will play a critical role in transforming the future of Marriott Bonvoy loyalty member benefits and elite qualification by integrating and synthesizing learnings from customer research, data analytics, market research, hospitality industry knowledge and customer loyalty expertise to identify and execute opportunities to improve member experience, engagement, and customer lifetime value. The role must act as a champion -- driving change and bringing to life new enhancements that excite and engage members through orchestrating initiatives across many different disciplines (Loyalty, CX, Digital, Technology, Analytics, Global Operations, Marketing, Brand, Revenue Management, CEC, Continent teams, Finance, etc.). This role must leverage exceptional leadership, strategic vision, innovation, analytics, business acumen, technical understanding, and project management skills to organize, influence, and drive results that meet business objectives within aligned upon budgets and timelines while working across a variety of stakeholders in the organization.

 

CANDIDATE PROFILE 

 

Education and Experience 

 

Required

• 8+ years’ experience in the hospitality industry, preferably in loyalty 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; or equivalent experience
• Experience managing and defining and executing transformational strategies for business units
• Proven track record preparing PowerPoint presentations and written communications to senior executives to drive organizational alignment, decision making, and tracking

 

Preferred

• 3+ years of professional experience in strategy or management consulting
• MBA with concentration in strategy & operations, marketing, or economics
• Expert understanding of hospitality space and the needs of different tiers of brands and segments of consumers.
• 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 and supporting analytics
• Proven ability to interact and influence all levels, incl. executives, of the organization through persuasive communication and analysis, i.e. strong executive presence and creditability
• Superb strategy skills with ability to operate in ambiguity, apply thought frameworks to define approaches, synthesize data/information, and develop well thought out proposals and recommendations to senior leadership

 

CORE WORK ACTIVITIES 

 

Day-to-Day Lead of Marriott Bonvoy Loyalty Transformation

• Interfaces with Global Technology, Enterprise Architecture, Revenue Management, Global Operations teams to define requirements and provide business direction in the technology development process to ensure that loyalty requirements and priorities are captured
• Works closely with Global Technology, Global Operations, Revenue Management, MGP/BTO and other disciplines (CX, Digital, Marketing, Continents, CEC, etc.) to ensure that Loyalty business needs are effectively communicated and technical constraints are understood 
• Develops presentations for various stakeholders including senior leadership, to articulate concepts, competitive insights, consumer research insights, analytical insights, concept alternatives and proposed solutions
• Perform business analysis to evaluate loyalty product enhancements and potential new offerings taking into consideration the customer, business, and competitive landscape
• Develop business cases to influence stakeholders and leaders on the ROI, benefits, and value created by enhancements to the digital and member experience
• Manage multiple workstreams across domains and partner with discipline teams to drive execution of loyalty initiatives to meet delivery dates
• Drive accountability across disciplines to maximize member value while cultivating and improving loyalty value proposition
• Provide project management manage cross-discipline implementation plans for the development and activation of product enhancements 
• Define and articulate business requirements for technology teams and collaborative effectively to prioritize product enhancements
• Understand the technology e