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Qualifications The Vice President, Loyalty Performance Management is a key member of the Loyalty organization and leadership team. This role is responsible for the following areas:
Program Compliance,
Redemption Analytics, and
Performance Management (monitoring and managing performance on key metrics)
The role is responsible for monitoring the overall performance and health of Loyalty, overseeing analysis and reporting on the operational elements of the Loyalty program (e.g., partnerships, benefits, hotel performance, escalated owner issues). This leader works with the Loyalty team and partners with other key stakeholder groups (e.g., Customer Experience, owners, Continents, Finance) to provide decision support for the Loyalty marketing and operations.
CANDIDATE PROFILE Education and Experience Preferred
4-year degree from an accredited university in Business Administration, Marketing, or related major
10+ years of relevant professional experience in, analytics, operations, or related function, demonstrating progressive career growth and pattern of exceptional performance.
CORE WORK ACTIVITIES
Program Compliance and Redemption Analytics
Partners with VP, CX Analytics on analytics and reporting to monitor property compliance with program standards.
Oversees analytics in support of property categorization, tiering decisions and changes
Responsible for property redemption compliance, ensuring appropriate property availability and pricing decisions
Supports finance to manage overall health of program liability through award chart management and redemption pricing
Loyalty Performance Management
Partners with VP, CX Analytics to monitor performance and health of loyalty program
Oversees deep dive analytics and the production of reports relative to performance of key benefits including Moments, Suite Night Awards, Ambassador, Lounge Access, etc.
Provides overall analytical direction to the Loyalty Performance Management team and to partner organizations.
Serves as the point of integration for Loyalty analytics across the organization. Partners with Cx to synthesize data from multiple points of input to provide decision support to company leadership.
Continent and Analytics Support
Provides input and direction to continent analytic resources, in partnership with Cx, on Continent reporting and analytic deep dives
Manages escalated data and analytic questions from Continents
Provides input and direction to CX Analytics team on KPIthe Medici model and analytic deep dives.
Managing Responsibilities with Stakeholders
Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to Loyalty program goals and initiatives.
Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.
Assists direct reports with building and maintaining stakeholder relationships as business partnerships.
Leading and Managing Teams
Hires, develops, and retains diverse talent that makes a strong, positive impact on the organization.
Creates a team environment that encourages accountability, high standards, and innovation.
Sets clear organizational goals and expectations for direct reports using the performance review process and holds team accountable for performance.
Continuously improves team and job structures and ensures clear leadership accountabilities are in place.
Builds teams with the appropriate mix of talent and skills to drive innovation and performance. Identifies talents of direct reports, and assists with their growth and development plans.
Facilitates regular, ongoing communication in department.
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.
