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Job Descrption

Job Number 24174487
Job Category Sales & Marketing
Location Europe Office - London, Barnard's Inn 86 Fetter Lane, London, London, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

The Director of Loyalty Operations is a key figure in driving Marriott Bonvoy's member experience and driving the achievement of key Loyalty KPIs including Enrolments, Elite appreciation, Intent to Recommend, Point Active Members and Member Penetration. This position works in close collaboration with Area Operations Leaders, CLS Guest Experience teams, and provides support to both the Senior Director Loyalty Operations and the wider Loyalty & Partnerships team in EMEA. This role demands a positive, enthusiastic, leader who is able to adapt their approach to different markets and develop tailored strategies to drive the Loyalty Mindset and results at the properties across Europe.

Core accountabilities:
• Proactively communicate and advocate... the value of Marriott Bonvoy and any significant program updates to internal stakeholders and property teams.
• Ensure a solid relationship with Marriott Bonvoy Connectors across the portfolio and provide them with support, encouragement, guidance and accountability.
• Supporting incentives and recognition; advocating best practice sharing and celebrating success through collaboration with Area Directors of Operations, EMEA Shining Stars and Global Incentives.
• Utilizing a broad yet detailed knowledge of the program, deliver engaging and effective Loyalty Mindset training and technical support in classroom, virtual and 1-1 environments.
• Drive member acquisition through enrolment activities, best practice sharing and property accountability.
• Collaborate with other Consumer Operations and partner disciplines such as OFS, CLS, HQ teams and others to enhance member enrolment, engagement, and spending, while also troubleshooting and providing insights to support key markets.
• Provide educational support to relevant disciplines to simplify and transfer program knowledge; for example Executive Onboarding, HR Orientation etc
• Understand Tableau and Excel reporting, analyzing and summarizing (ie Enrolment results), preparing decks and presentations for a varied audience; identifying and providing support calls with property and stakeholders.
• Aid team with troubleshooting program and internal property processes and assist with enrolment audit compliance follow ups as needed.
• Support projects and initiatives to drive knowledge and adoption of new processes or program enhancements across the portfolio.

CANDIDATE PROFILE

Experience:
• 5-7 years in Loyalty Program management, Rooms Operations, or Revenue Management
• Preferred: Experience in the hospitality or travel industry, and loyalty programs

Education:
• Preferred: Bachelor’s degree in business administration, Hospitality, or a related field

Skills and Competencies:
• Proven ability to balance multiple stakeholders' interests and demands
• Independent thinker with strong team collaboration skills
• Excellent communication skills
• Deep understanding of Loyalty Program details from a member perspective, program economics and processes
• Proficiency in facilitation in varied learning environments and meetings
• Ability to prepare powerpoint presentations tailored to targeted audiences

MANAGEMENT COMPETENCIES

Leadership:
• Adaptability: Maintains performance under pressure or during change
• Communication: Effectively conveys information and ideas convincingly and engagingly
• Problem Solving and Decision Making: Analyzes issues, develops solutions, and makes informed decisions
• Professional Demeanor: Projects confidence and commands respect, aligning with company values

Managing Execution:
• Building and Contributing to Teams: Fosters team cohesion and collaboration to achieve common goals
• Driving for Results: Sets high performance standards, assumes responsibility, and proactively exceeds requirements
• Planning and Organizing: Prioritizes tasks and resources to achieve goals and ensure completion

Building Relationships:
• Coworker Relationships: Builds trust and confidence in organizational goals and relationships
• Customer Relationships: Develops relationships based on understanding customer needs and delivering consistent service
• Global Mindset: Supports diverse perspectives to drive innovation and business results, ensuring all employees contribute fully

Generating Talent and Organizational Capability:
• Organizational Capability: Ensures work is effectively organized with the right mix of knowledge and skills
• Talent Management: Provides feedback and support to develop and strengthen team members' skills

Learning and Applying Professional Expertise:
• Applied Learning: Seeks and leverages learning opportunities for self and others
• Business Acumen: Uses business knowledge to manage operations and create innovative solutions
• Technical Acumen: Applies professional skills to manage operations and generate functional solutions

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

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