Director, Member Experience – New Opportunities & Design

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 guest needs to maintain its position at the forefront of the industry.

The Director, Member Experience - New Opportunities & Design is a pivotal leadership role within the Loyalty Member Experience team at Marriott International. This full-time management position is based at Marriott's headquarters in Bethesda, Maryland, offering an exciting opportunity for professionals passionate about customer loyalty, marketing innovation, and program development. With an annual salary range of $126,900 to $199,000, plus eligibility for bonuses and stock packages, this role is both rewarding and impactful.

In this role, the Director will be responsible for developing and executing innovative loyalty constructs that enhance the reach, relevance, and long-term value of the Marriott Bonvoy program. The incumbent will lead efforts to evolve and improve the program’s features, benefits, and member experiences, aligning them with sustained engagement, program longevity, and overall growth against key loyalty business objectives. Collaboration is essential in this role, as it requires working closely with multiple internal departments including Loyalty, Brand, Operations, Digital, Technology, Marketing, and Finance, as well as external partners. This ensures that member insights and commercial priorities are translated into scalable and measurable loyalty experiences.

The Director must balance creativity with operational rigor to ensure that new and enhanced program features deliver tangible outcomes in terms of member satisfaction, engagement, incremental revenue, and long-term lifetime value. Key responsibilities include opportunity evaluation, loyalty construct design, experience activation, measurement, and team leadership. The role demands a strategic mindset to assess member needs, market dynamics, and performance data to inform program development and investment decisions. Furthermore, this role involves leading cross-functional initiatives, managing loyalty scorecards aligned with business objectives and KPIs, continuously optimizing program features based on member feedback, and communicating progress and insights to senior leadership to facilitate informed decision-making.

Leadership is a critical component of the role, as the Director will coach and develop a high-performing, customer-centric team that fosters ownership, accountability, and a culture of continuous improvement. The candidate must also demonstrate strong executive presence to represent loyalty initiatives effectively within the organization. Marriott International promotes an inclusive workplace environment, welcoming diversity and providing equal opportunities to all associates. Benefits include a comprehensive suite of health insurance options, 401(k) plan, stock purchase plan, employee discounts, commuter benefits, assistance programs, paid parental leave, and educational assistance. The company supports a hybrid work model for those within commuting distance to Bethesda and remote options for those further away.

This role is ideal for experienced marketing professionals with a passion for customer loyalty and program innovation who are looking to advance their careers in a dynamic and globally recognized hospitality company. Marriott International offers a supportive environment where associates can connect, belong, and become their best selves while contributing to leading loyalty programs that shape the future of travel and hospitality.