Director, Loyalty Operations - Singapore - STARWOOD ASIA PACIFIC HOTELS & RESORTS PTE. LTD.

STARWOOD ASIA PACIFIC HOTELS & RESORTS PTE. LTD.

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.

We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

**JOB SUMMARY
The Director of Loyalty Programs & Operations, APEC is a key member of the continent Loyalty & Partnerships team. This role has responsibility for Loyalty Program Management, Member Experience and Loyalty Operations.

This position will be the conduit into the continent for the Global loyalty program and operations teams, while also leading the execution of loyalty priorities as the champion in the market to strongly enhance the guest experience, create Guest Loyalty and drive guestVoice including Elite Appreciation and Intent to Recommend.

Reporting to Vice President, GSO, Loyalty Partnerships, APEC & Continent Room Division, this role will work in close collaboration with the corporate office and leadership team within APEC on two key objectives:

To plan and execute the continent's loyalty program and member experience in a manner that is locally relevant and aligned with global strategy
Work closely with CLS
Operations to ensure continued execution of loyalty program management with both property leadership and above property teams

Success in this role requires strong organizational skills, strategic thinking, and the ability to manage multiple priorities at the same time.

This position will work closely with other departments within Marriott's Corporate Headquarters as well as the continent office.

Overarching goals include

Engagement: Ensure engagement with Marriott Bonvoy across all above property and onproperty associates through continent and associate training
Innovation: Drive new product development to enrich Marriott Bonvoy program and brands
Operations: Support daytoday operations of the loyalty program in collaboration with Global stakeholders and continent operations. Acts as a point of contact for stakeholders seeking designspecific product or service support relating to general Guest Experience & Operations as it relates to loyalty
Localization: Support localization of Marriott Bonvoy through innovation, breakthrough strategy & activation
Acquisition/Activation/Retention: Expand the penetration of MI's loyalty program in the market through combined efforts of on property and above property channels

CANDIDATE PROFILE

Education and Experience

4year degree from an accredited university in Business Administration, Marketing, or related major
Minimum 5 years of relevant professional experience in program management, demonstrating progressive career growth and pattern of exceptional performance
Divisionhead experience in the Rooms Division of luxury and/or Full-Service hotels preferred.
Experience working on projects for mobile guest services or technologyrelated platforms (eg. Guestware, StarGuest, Mystic) that relates to operations or guest experiences preferred

Key experience includes

Working with multidisciplinary teams to achieve a common goal.
Strong ability to manage through influence rather than direct reporting relationships
Project management skills, including a demonstrated ability to lead multifunctional project teams to drive concrete results and actions
Must have excellent relationship development and management skills with both internal and external business partners; ability to say no with defensible business rationale
Proven ability to interact and influence all levels of the organization through persuasive communication and analysis
Analytical mindset and familiarity with financial principles
Experience managing and delivering multiple projects simultaneously

CORE WORK ACTIVITIES

Loyalty Program Management

Accountable for program fundamentals for the continent (e.g., economics)
Educate properties and continentwide leaders/stakeholders on the program fundamentals
Serves as a Loyalty program champion to all continent stakeholders
Drive hotel performance on key loyalty metrics; address trends as needed
Ensure program standards compliance
Provide Owner/Franchisee support from curation of loyalty program story, to stakeholder education, to issue resolution.
Partner with Operations and CLS to ensure delivery of member preferences onproperty
Drive loyalty localization based on consumer research
Support the evolution and impact of the F&B, kids and spa loyalty experiences
Act as incontinent lead and point of deployment contact of new loyalty initiatives
Support and lead continent specific loyalty programming
Work with analytics team, develop and manage reporting to track initiatives that support organizational goals

Member Experience

Educate continent stakeholders and properties in partnership with Operations on the loyalty mindset to ensure onproperty member experiences are maximized
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