Responsibilities

• 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
• 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
• 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)
• 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
• 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
• 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

Requirements

• 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

Benefits

• 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.
• 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.