Job Description

The Senior Director, Loyalty Products & Member Engagement leads strategy, design, and execution of Marriott Bonvoy loyalty products and elite member engagement initiatives. This role is responsible for operating and advancing the end-to-end member experience across benefits, Elite tiers, engagement programs, and partner touchpoints—driving loyalty, satisfaction, and share of wallet.

This leader oversees a portfolio spanning core elite benefits (e.g., lounge, upgrades, F&B, checkout), Elite tiers (e.g., published tier qualifications, referrals, status challenges), member engagement programs (e.g., events, panels, branded merchandise, member feedback), Marriott Bonvoy for Associates, and ownership of published member benefits and tier policies. The role partners cross-functionally across Marketing, Digital, Global Technology, Operations, Revenue, CEC, and Finance to ensure seamless delivery, clarity, and consistency of the loyalty value proposition across Brands and touchpoints.

The Senior Director sets strategic direction, prioritizes investments, monitors performance metrics, and leads a team responsible for both day-to-day execution (BAU programs, escalations, engagement) and long-term transformation of the loyalty experience.

CANDIDATE PROFILE

Education and Experience

Required

Bachelor’s degree in Business, Marketing, or related field

10+ years of relevant experience in loyalty, product, customer experience, or related functions

Demonstrated leadership of cross-functional teams and complex programs

Preferred

MBA or similar advanced degree preferred

Experience in hospitality, travel, or consumer loyalty programs

Deep expertise leading large-scale, cross-functional initiatives, driving complex organizational change and delivering measurable business outcomes

Proven ability to influence senior stakeholders and executive leadership, including developing and presenting data-driven business cases to advance strategic priorities

Demonstrated strong analytical and financial acumen, with the ability to synthesize complex data and communicate insights clearly through written and verbal channels

CORE WORK ACTIVITIES

Loyalty Product Strategy & Benefit Delivery

Define and lead strategy for elite benefits and loyalty products (e.g., room upgrades, lounge, F&B, late check-out, recognition benefits, Annual Choice Benefit)

Oversee design, execution, and continuous improvement of member benefits across all tiers/touchpoints to ensure competitiveness and member value

Assess performance, member feedback, and competitive landscape to inform roadmap and program enhancements

Member Engagement & Programming

Own end-to-end member engagement strategy, including events, panels, and recognition/gifting; includes supporting Member Day

Drive initiatives that deepen emotional loyalty (e.g., elite events, experiential benefits, lifetime recognition)

Oversee management of member escalations, survey response, engagement channels, and feedback loop to improve sentiment and retention and ensure program is continuously addressing member pain points

Member Benefits & Tier Operations & Governance

Own status qualification pathways (e.g., elite tiers, paths to elite, referral mechanisms) and annual processing (e.g., renewal, downgrade); ensure consistent execution and approval governance across qualification pathways

Lead execution of Marriott Bonvoy for Associates, including program delivery and cross-functional coordination

Own and maintain published member benefits, ensuring clarity, accuracy, functionality, and alignment across channels

Ensure effective governance and execution of core programs (e.g., executive referrals, partnerships, cobrand engagement)

Cross-Functional Leadership & Vendor Management

Partner with Marketing, Digital, Global Technology, Operations, Revenue, CEC, and other key disciplines to deliver a seamless omni-channel member experience

Represent Loyalty in enterprise initiatives and ensure alignment with broader business strategy

Lead vendor and agency relationships supporting product and engagement initiatives

Team Leadership & Strategic Execution

Lead and develop a team responsible for loyalty products and engagement programs, ensuring clear ownership across benefit portfolios and BAU execution

Balance strategic priorities with operational excellence, ensuring delivery against timelines and budgets

Foster a culture of accountability, collaboration, curiosity, innovation, and continuous improvement

Focus on growing and coaching associates to obtain new skills and gain exposure to fuel personal growth and impact

Subject Matter Expertise

Serve as SME for Marriott Bonvoy and other loyalty programs across cross-functional projects and initiatives

Ability to connect dots across the organization to ensure the core Marriott Bonvoy program is driving value for customers, owners, and members alike

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.

About Marriott International

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of approximately 9,000 properties across more than 30 leading brands in 141 countries and territories.

Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate.

Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/

Industry

Travel & Hospitality

Company Size

10,000+ employees

Headquarters

Bethesda, MD

Year Founded

Unknown

Website

marriott.com

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