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Director, Member Experience – New Opportunities & Design
Job Overview
Employment Type
Full-time
Compensation
Salary
Range $126,900.00 - $199,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Plan
stock purchase plan
Employee Discounts
Paid parental leave
Job Description
Marriott International is the world's largest hotel company, known for its impeccable hospitality and extensive global footprint. With a diverse portfolio of brands and properties spanning across numerous countries, Marriott offers unparalleled opportunities for career growth and development in the hospitality industry. The company is renowned for its commitment to delivering exceptional guest experiences and fostering a culture that values inclusion, diversity, and professional excellence. Marriott International's headquarters is located in Bethesda, Maryland, serving as a hub for its global operations and strategic initiatives. As a leader in the hotel and hospitality sector, Marriott continually adapts to market trends and... Show More
Job Requirements
- Bachelor’s degree in business administration, Marketing, Hospitality Management
- 8+ years of relevant experience in Marketing or related function
- experience managing and defining transformational strategies for business units preferred
- experience with loyalty strategy and program management within a matrixed organization preferred
- MBA preferred
Job Qualifications
- Bachelor’s degree in business administration, Marketing, Hospitality Management
- 8+ years of relevant experience in Marketing or related function
- experience managing and defining transformational strategies for business units preferred
- experience with loyalty strategy and program management within a matrixed organization preferred
- MBA preferred
Job Duties
- Identify, evaluate, and prioritize opportunities to evolve and expand Marriott Bonvoy’s member experience through new or enhanced loyalty constructs, benefits, programs and experiences including building business cases and capabilities needed in a cross-functional environment
- assess member needs, market dynamics, and business performance to inform loyalty concept development and investment decisions
- design loyalty constructs and program features that strengthen long-term program relevance, sustainability, and differentiation
- develop clear experience frameworks and value propositions that balance member value, brand intent, and commercial outcomes
- partner with Finance, Analytics, and Strategy teams to build business cases and assess trade-offs tied to growth, retention, and lifetime value
- lead activation of loyalty constructs across the full member journey, ensuring seamless execution across digital, on-property, and service touchpoints
- partner cross-functionally with Loyalty, Brand, Operations, Technology, Marketing, and Continents to translate designs into scalable, executable solutions
- define and maintain loyalty scorecards aligned to key business objectives and KPIs including engagement, behavioral lift, revenue contribution, and retention
- monitor performance and member feedback to drive continuous optimization of program features and experiences
- develop and manage loyalty business roadmaps that align near-term execution with long-term program evolution and growth priorities
- communicate progress, insights, and recommendations to senior leadership to inform prioritization and decision-making
- lead, coach, and develop team members responsible for loyalty experience design and execution, fostering strong ownership and accountability
- build a high-performing, customer-centric team culture grounded in collaboration, outcomes, and continuous improvement
- demonstrate strong executive presence, confidently representing loyalty initiatives with senior leadership and cross-functional partners
- support the broader team on an ad hoc basis and storytelling needs creating compelling narratives that drive alignment, influence decisions, and support prioritization
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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