What are the responsibilities and job description for the Director, Marriott Bonvoy Ambassador Program position at Marriott?
JOB SUMMARY
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.
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.