Manager, Elite Benefits Design & Execution

JOB SUMMARY

The Manager, Elite Benefits Design & Execution is responsible for supporting the day-to-day Elite member experience of Marriott Bonvoy as well as key program initiatives. These initiatives include:

• Analyzing metrics related to benefit execution
• Contributing to strategy development for program benefit transparency
• Supporting Elite recognition and gifting efforts and serving as project manager for key gifting efforts
• Leading competitive research of trends in hospitality, travel and loyalty

 

CANDIDATE PROFILE 

Education and Experience Required

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

      Education and Experience Preferred

• MBA preferred.
• High proficiency in Microsoft Office, especially PowerPoint & Excel, and Tableau
• Experience working in consulting 
• Experience working with Loyalty programs 
• Experience working with cross-functional or matrixed teams
• Analytical and problem-solving skills, incl. strong attention to detail

 

CORE WORK ACTIVITIES 

Support Day-to-Day Elite Member Experience

• Support execution of Elite program both via on-property and member-facing resources
• Support maintenance and management of all Elite member-facing communications and resources 
• Review and approve loyalty related content from Marketing and Global Operations colleagues
• Coordinate weekly, monthly and quarterly forums for Member Experience and Engagement team

Analyze Metrics Related to Benefits Execution

• Report on monthly KPIs for key Member benefits including upgrades and Annual Choice Benefit selections
• Work closely with analytics organizations to gather Member Experience data
• Monitor Social Media forums closely to find quick program fixes, member escalations, and program learnings

Contribute to Strategy Development for Program Transparency 

• Support initiatives designed to optimize and enhance existing benefits and offerings 
• Provide project management support of key optimization efforts
• Collaborates 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.

Support Recognition and Gifting

• Support execution of annual Elite gifting strategy, including ideation, design, delivery, and measurement of strategy 
• Execute Lifetime gifting efforts ensuring timely delivery, budget adherence, and leadership reporting

Lead Competitive Research

• Conduct competitive research and monitor changes in the industry to ensure program sustainability
• Bring new trends beyond those identified by leaders to the attention of Member Experience team

 

MANAGEMENT COMPETENCIES

Leadership

• Adaptability – Maintain performance level under pressure or when experiencing changes or challenges in the workplace
• Communication – Convey information and ideas to others in a convincing and engaging manner through a variety of methods
• Problem Solving and Decision Making - Identify and understand 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 - Exhibit behavioral styles that convey confidence and command respect from others; make a good first impression and represent the company in alignment with its values
• Maintaining Goals – Submits reports in a timely manner, ensuring delivery deadlines are met, promotes documentation, and provides regular updates and inputs on projects

Managing Execution

• Contributing to Teams - Participate as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration am