Marriott

JOB SUMMARY

The Director, Loyalty Growth, GC is a key member of the GC Loyalty, Partnership, Co-brand cards and retail team. This role has responsibility for Loyalty Program Management, Member Experience and loyalty integration with China digital eco-system. This position will be the conduit into the continent for the Global loyalty program Partnership and New Revenue team, while also leading the execution of loyalty priorities as the champion in the market to strongly enhance the guest experience, create Guest Loyalty and drive program awareness in Greater China market.

Reporting to Senior Director of Loyalty growth, GC, this role will work in close collaboration with the corporate office and leadership team within Greater China on two key objectives:

• To plan and execute the continent’s loyalty program and member experience in a manner that is locally relevant and aligned with global strategy.
• Work closely with Operations to ensure continued execution of loyalty program management with both property leadership and above property teams.

Success in this role requires strong organizational skills, strategic thinking, and the ability to manage multiple priorities at the same time. This position will work closely with other departments within Marriott’s Corporate Headquarters as well as the continent office.

Overarching goals include

• Engagement: Ensure engagement with Marriott Bonvoy across all above property and on-property associates through continent and associate training.
• Innovation: Drive new product development to enrich Marriott Bonvoy program and brands.
• Localization: Support localization of Marriott Bonvoy through innovation, breakthrough strategy & activation.
• Acquisition/Retention: Expand the penetration of MI’s loyalty program in the market through combined efforts of on property and above property channels.

The job location of this role will be in Shanghai.

CANDIDATE PROFILE

Education and Experience

• 4-year degree from an accredited university in Business Administration, Marketing, or related major.
• Minimum 5 years of relevant professional experience in program management, demonstrating progressive career growth and pattern of exceptional performance.
• Division-head experience in the Rooms Division of luxury and/or Full-Service hotels preferred.
• Experience working on projects for mobile guest services or technology-related platforms that relates to operations or guest experiences preferred.
• Language Proficiency in Chinese.

Key experience includes:

• Working with multi-disciplinary teams to achieve a common goal.
• Strong ability to manage through influence rather than direct reporting relationships.
• 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.
• Proven ability to interact and influence all levels of the organization through persuasive communication and analysis.
• Analytical mindset and familiarity with financial principles.
• Experience managing and delivering multiple projects simultaneously.
• Experience marketing through various channels: properties, contact centers, direct mail, email, web, social media, etc.

CORE WORK ACTIVITIES

Loyalty Program Management

• Accountable for program fundamentals for the continent (e.g., economics).
• Educate properties and continent-wide leaders/stakeholders on the program fundamentals.
• Serves as a Loyalty program champion to all continent stakeholders.
• Drive hotel performance on key loyalty metrics; address trends as needed.
• Ensure program standards compliance.
• Provide Owner/Franchisee support – from curation of loyalty program story to stakeholder education, to issue resolution.
• Drive loyalty localization based on consumer research.
• Support the evolution and impact of the F&B, kids and spa loyalty experiences.
• Act as in-continent lead and point of deployment contact of new loyalty initiatives.
• Support and lead continent specific loyalty programming.
• Work with analytics team, develop and manage reporting to track initiatives that support organizational goals.
• Support global projects: Loyalty program future development to drive relevancy and growth in GC
• Work closely with stakeholders to support projects that touch in-hotel member experiences.
• Manage resources for projects within Loyalty and Operations in continent and support the flow of new initiatives by managing resource availability and capacity within the continent, working closely with Rooms Operations.
• In collaboration with the Global Loyalty teams, support the design and development of products and services within the hotel environments
• Participate actively with Global loyalty on development and enhancement of guest experience capabilities, associate facing mobility, and other priorities to support the loyalty and guest experience roadmap.
• Include loyalty mindset components in all loyalty related communications and activities to support consistent global member experiences.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.