Job Description

The Director, Marriott Bonvoy Ambassador 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 will 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 will 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 Program Strategy & Execution

• Ambassador Program Definition & Insights

• Ambassador Program Initiatives

CANDIDATE PROFILE

Education and Experience

Required

• Bachelor’s degree in business administration, Marketing, Hospitality Management.

• 8+ years of relevant experience in marketing or related function

Preferred

• Experience managing and defining transformational strategies for business units.

• Experience with loyalty strategy & program management within a matrixed organization.

• MBA

CORE WORK ACTIVITIES

Program Strategy & Execution

• Lead the development of the Ambassador Program strategy and roadmap to deliver personalized services and interactions.

• 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.

• Monitor Ambassador customer lifecycle, creating points of differentiation and identifying opportunities for improvement

• Partner with technology stakeholders to design and implement solutions to enhance the member and associate experience.

• Support other ad hoc requests for top members as needed

Program Definition & Insights

• Define the 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 member and associate sentiment to create action plans that improve KPI performance.

Program Initiatives

• Design proof of concepts to test Ambassador program enhancements supported by evaluation framework and business case assessments.

• 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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.
Washington Applicants Only Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.