Director, Ambassador & VIP Programs

JOB SUMMARY

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

The Director, Marriott Bonvoy Ambassador & VIP Programs is responsible for leading the design and development of the strategy and initiatives to support enhanced personalized services for our most valued members. This position would coordinate with a global team responsible for driving member engagement via new member experiences, social channels, pilot expansion of the service, and member events. In addition, this position would seek to develop and refine the enabling procedures, policies, and technology and drive efficiency to improve services. This role may oversee the following areas:
-   Ambassador and VIP Program Strategy & Execution
-   Ambassador and VIP Program Definition & Insights
-   Lead the launch new platforms, programs and initiatives to drive member engagement
-   Oversee management of VIP Programs

CANDIDATE PROFILE

Education and Experience Required
•   4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, Hospitality Management, or related major and 6+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance; OR 8+ years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.

Education and Experience Preferred
•   Experience managing and defining transformational strategies for business units.
•   Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity. 
•   MBA preferred.

CORE WORK ACTIVITIES

Ambassador and VIP Program Strategy & Execution
-   Lead the development of the Ambassador and VIP Program strategy for delivering personalized services and interactions with our most valued members.
-   Develop new services and recognition efforts to better meet the needs of individual segments within the Ambassador member base.
-   Tailor program services and strategies as appropriate to meet the local needs of Ambassadors.
-   Partner with technology stakeholders to design and implement solutions to enhance the member and associate experience.

Ambassador and VIP Program Definition & Insights
-   Support the definition of Ambassador program goals, objectives, key performance indicators (KPI), and program health reporting standards.
-   Develop program standards to create consistent experiences and communications to share best practices around the
-   world.
-   Analyze periodic member & associate survey results and generate key insights and recommendations for management; create action plans and conduct follow-up as needed.

Lead the launch new platforms, programs and initiatives to drive member engagement
-   Lead the implementation of new initiatives across key discipline partners to ensure a seamless experience for our most valued members.
-   Evaluate new services and partnerships that extend beyond the hotel stay and generate new revenue streams for loyalty.

Oversee management of VIP Programs
-   Oversee the VIP customer journey from pre-arrival planning to the on-property experience.
-   Oversee the execution of VIP onboarding and gifting experiences, as well as coordinating with stakeholders to implement.
-   Design and review presentations for executive leadership.

Delivering 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 completion of any projects on schedule.
-   Collaborates with internal partners and stakeholders to support business/initiative strategies
-   Communicates concepts in a clear and persuasive manner that is easy to understand.
-   Generates and provides accurate and timely results in the form of reports, presentations, etc.
-   Demonstrates an understanding of business priorities.

Managing and Conducting Human Resources Activities
•   Interviews and hires employees.
•   Promotes the fair and equitable treatment of employees.
•   Facilitates regular, ongoing communication in department (e.g., staff meetings).
•   Fosters employee commitment to providing excellent