Manager - Ambassador and VIP Programs

JOB SUMMARY

The Manager, Ambassador & VIP Programs is responsible for supporting the strategy and initiatives to provide enhanced personalized services for our most valued members. 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:
•    Member issue resolution
•    Targeted member outreach 
•    Ambassador Program special projects

 

CANDIDATE PROFILE

Education and Experience

Required
•    4-year degree from an accredited university in Math, Computer Science, Engineering, Business Administration, Hotel and Restaurant Management, or related major.  
•    Minimum of 3 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.  

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.  
•    Strong analytic skills to drive Experience with PowerPoint, Excel, and Tableau

 

CORE WORK ACTIVITIES

Member Issue Resolution
•    Investigate member issues and provide recommendations for appropriate resolution.
•    Partner closely with Customer Engagement Centers and other areas within Loyalty to resolve member account issues and escalations.

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

Ambassador Program Special Projects
•    Support the launch of new platforms, programs and initiatives to drive member engagement.
•    Contribute to strategy content development and helps 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.
•    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.

Demonstrating and Applying Discipline Knowledge 
•    Provides technical expertise and support to persons inside and outside of the department.
•    Demonstrates knowledge of job-relevant issues, products, systems, and processes.
•    Demonstrates knowledge of function-specific procedures.
•    Keeps up-to-date technically and applies new knowledge to job.
•    Uses computers and computer systems (including hardware and software) to enter data and/ or process information.

Additional Responsibilities 
•    Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
•    Informs and/or updates leaders on relevant information in a timely manner.
•    Manages time effectively and conducts activities in an organized manner.
•    Presents ideas, expectations and information in a concise, organized manner.
•    Uses problem solving methodology for decision making and follow up.
•    Performs other reasonable duties as assigned by manager.

 

The salary range for this position is $93,400 to $118,400 annually. Marriott offers a bonus program, comprehensive health care benefits