Job Description

Job Number 23133168
Job Category Sales & Marketing
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

With over 150+ million members, Marriott Bonvoy is connected to every part of the travel journey both within the Marriott International ecosystem and beyond. The Senior Manager, Loyalty Redemption Strategy, will execute the strategy to re-platform loyalty and its related systems, lead new initiatives related to the redemption and reimbursement of member redemptions, as well as identify and implement improvements to existing business processes.

Reporting to the Director, Redemption Products, this role will collaborate with multiple disciplines to activate the member experience in new ecosystems for redemptions of guestrooms and beyond. As part of this effort, the Sr. Manager will rely on knowledge of the end-to-end process of a redemption from hotel setup to pricing to purchase to reimbursement to create short and long-term strategies for guestrooms, hotel outlets, and loyalty partners.

As a Redemption subject matter expert, this role will manage and evolve policies related to existing award processes (redemption pricing, inventory, reimbursements, etc.). This includes scoping and managing systems implementation requirements with discipline partners, as well as developing and implementing communications to launch product changes. These initiatives require close coordination and collaboration across a range of disciplines within Marriott International, including, but not limited to, iT, Loyalty Operations, Revenue Management, Global Operations, Finance, Digital, Global Cards, Owner Franchise Services, and Continent teams.

Success in this role requires strategic thinking skills, ability to write documentation with a variety of levels of detail to meet audience needs, an understanding of and passion for technology and how it supports business, and a proven ability to manage multiple projects at the same time.

CANDIDATE PROFILE

Education and Experience Required

• 5+ years of relevant professional experience across hospitality (lodging, restaurants) or like industries, and/or management consulting or corporate strategy, with a focus on business strategy development, demonstrating progressive career growth.
• 4-year degree from an accredited university in Business Administration or related major.
• Prior experience in working in cross-discipline functions with a demonstrated ability to influence outside of formal reporting lines.
• Experience managing day-to-day projects and workstreams.
• Proficiency in creating presentations and documenting workflows and decisions

Education and Experience Preferred

• Experience with systems such as High-Performance Pricing, One Yield, MARSHA or PMS.

CORE WORK ACTIVITIES

Ensure Loyalty Business Transformation and other new initiatives align with long term Loyalty strategies including loyalty program economics

• Support the program economics through responsible stewardship of the redemption capability through improvements in its existing state as well as its long-term evolution.
• Partner with the multiple disciplines to support day-to-day effort management, development/sequencing of work, risk mitigation, and on-going reporting \xe2\x80\x94 escalating key decisions to Director, Redemption Products as needed.
• Engage Customer Experience, Revenue Management, Operations, Digital, and Finance teams to transform the member experience with new products and service concepts at the right customer journey touch points.

Champion change related to Redemptions with a particular focus on managing guest and associate impact.

• Work in collaboration with change management, business operations, and Global/Continent team to manage and communicate change effectively.
• Create and present Redemption Policy and Process updates to various audiences including Global/Continent leadership stakeholders
• Support engagement with Owner and Franchisee communities, soliciting feedback, addressing concerns, and obtaining buy-in related to the Redemption Capability, as needed.

Support redemption operations of existing products and provide operational analysis as part of running of the business.

• Partner with Loyalty Operations and Revenue Management to proactively identify process gaps in the life of a redemption to reduce member, hotel, and program friction points.
• Deliver surge support for integration of new products to Marriott Bonvoy, coordinating cross-discipline resources (e.g., Finance, Revenue Management, Global Operations, Loyalty Program Operations, Global Marketing and Brand) to activate such integrations
• Perform other reasonable duties as assigned by manager.

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.

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 considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

Marriott International is the world\xe2\x80\x99s 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,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott