Senior Manager, Loyalty Lifecycle Marketing
Senior Manager, Loyalty Lifecycle Marketing
Marriott International, Inc.
Hospitality - Hotel
Posting Date Mar 4, 2018
Job Number 18000FUN
Job Category Sales and Marketing
Location Marriott International HQ, Bethesda, Maryland VIEW ON MAP
Schedule Full-time Relocation? No
Position Type Management
Start Your Journey With Us
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?
This Senior Manager, Loyalty Life cycle Marketing
lead the strategy and execution around engaging our customer base to drive incremental revenue and increased engagement in the loyalty program(s). Reporting to the Senior Director, Acquisition & Life cycle Marketing this person will oversee all of our multi-channel acquisition, activation, engagement and win-back marketing programs. With a primary goal of maximizing revenue and loyalty within our diverse portfolios of brands. We're looking for a data-driven professional who has a strong passion for providing the best customer engagement programs. This position manages diverse work teams comprised of Marriott associates and consultants to develop appropriate strategies and ensure execution of new or on-going programs. The Senior Manager works extensively with Market Leadership, Global Operations (GO), IT, Guest Services, Reservations Sales, and Human Resources.
Education and Experience Preferred
4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, or related major and 4+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
6+ years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
CORE WORK ACTIVITIES
Life cycle Promotions
Leads all life cycle marketing efforts to increase engagement and loyalty with new and existing customers by developing and executing best in class marketing communications to drive growth and retention.
Oversees the creation of targeted segmentation marketing plans, including business rules and marketing assets to increase share of wallet, minimize attrition and maximize incremental revenue.
Continuously advances modeling and machine learnings capabilities in partnership with CX to improve results and return and target the right members, with the right offers, at the right times.
Oversees campaign and segment optimization, managing budgets and campaigns to achieve Loyalty KPIs.
Analyzes and assesses the efficacy of initiatives and how they are supporting larger organizational goals and KPIs.
Oversees the development of all marketing assets and ensures personalization of marketing to individual members.
Develops strategies and initiatives for key segments (MBAs, new consultants, Sales accounts)
Provides business prioritization for Most Valuable Promotion (MVP) and develops assets and offers.
Manages a $140M+ promotional budget across approximately three broad, global promotions per year.
Contributes to the overall strategy and structure for each promotion.
Creates a comprehensive, omni-channel marketing plan for each promotion including an aggressive test and learn agenda (creative, segmentation, channel expansion, technology expansion).
Oversees the design and execution of all promotion related marketing assets.
Works with CX, Finance and Loyalty Performance Management to develop and maintain performance scorecards and reports to monitor performance for both Life cycle and Global promotions.
Delivering on the Needs of Key
Understands and meets the needs of key stakeholders.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
Collaborates with internal partners and stakeholders to support business/initiative
Communicates concepts in a clear and persuasive manner that is easy to understand.
Generates and provides accurate and timely results in the form of reports, presentations, etc.
Demonstrates an understanding of business priorities.
Builds credibility with others and encourages strong working relationships.
Creates a work environment in which others feel comfortable sharing thoughts and feedback.
Shows awareness of how own behavior impacts others and the work environment.
Encourages others to work together.
Models and empowers others to anticipate and respond to customer/stakeholder preferences and feedback.
Clearly explains policies in ways that create strong customer/stakeholder relationships.
Monitors customer/stakeholder satisfaction and takes appropriate action.
Resolves customer/stakeholder issues and concerns raised by others.
Creates an environment where everyone is valued and included.
Models and coaches others on representing the Company culture of service, opportunity, respect, and fair treatment.
Acts when others are treated unfairly or are not valued and respected for their unique skills.
Looks for and uses ideas and opinions from diverse sources.
Attracts, develops, and retains a multicultural and multigenerational workforce.
Gives all associates the opportunity to achieve their full potential.
Organizes activities that promote inclusion.
Maintains an awareness of changing customer/stakeholder and associate characteristics.
Generating Talent and Organizational Capability
Ensures the work is organized so it can be effectively completed.
Continuously improves work processes.
Brings together the appropriate mix of associate knowledge and skills to complete work.
Coaches others on scope of technical decisionmaking authority.
Uses meetings and other forums to regularly communicate status of work.
Provides, seeks, and acts on constructive feedback.
Develops others by identifying needs and providing resources in area of expertise.
Uses professional networks to attract top talent in area of expertise.
Participates in the hiring process and ensures
successful onboarding of
Models and coaches others on staying calm and focused during stressful situations.
Communicates to others why change is happening and how it impacts their work.
Models flexibility when managing multiple demands and changing priorities.
Provides resources that help others deal with change and challenges.
Adjusts team and own priorities when experiencing change or challenges.
Determines how change impacts stakeholders and communicates concerns to leadership.
Communication and Professional Demeanor
Clearly presents complex information using different methods.
Adapts communication style based on the audience.
Demonstrates active listening to ensure understanding.
Models and coaches others on appropriately interpreting verbal and nonverbal behavior.
Models and coaches others on displaying professionalism and gaining respect from others.
Problem Solving and Decision Making
Identifies issues and makes suggestions to solve complex problems affecting daily work.
Models and coaches others on breaking complex issues into manageable parts.
Looks for and shares information with others before making a decision.
Models and coaches others on identifying and evaluating alternatives and their implications before making decisions.
Involves and gains agreement from others when making key decisions.
Makes complex decisions and works with others to implement solutions in reasonable amount of time.
Learning and Applying Professional Expertise
Sets own career goals and identifies developmental areas for self and others.
Uses resources and challenging assignments to improve performance of self and others.
Gathers, shares, and uses information about industry and discipline trends and best practices.
Budgets for training to support associate development, as applicable.
Coaches and holds others accountable for professional growth.
Ensures others understand how their work impacts property and team performance.
Coaches others on the drivers of performance and their impact on key business and property metrics.
Shows an understanding of how different customer/stakeholder groups have different revenue potential.
Identifies innovative ways to improve, productivity, customer/stakeholder satisfaction, and profitability.
Maintains advanced technical knowledge and skills and models their use for others.
Models and promotes the appropriate use of facilities, equipment, and materials to perform the job.
Demonstrates and shares expertise in policies, procedures, and legal requirements.
Manages and completes complex technical assignments and coaches others on solving advanced technical issues.
Demonstrates and reinforces technical standards and processes to support work requirements.
Identifies innovative technical approaches and communicates how they can improve processes or business functioning.
Building and Contributing to Teams
Promotes teamwork by explaining how each associate supports shared goals.
Builds commitment to team goals by explaining how they support department and property success.
Works with team members to solve issues and make decisions that impact them.
Manages disagreements among team members.
Recognizes department, team, and individual achievements.
Driving for Results
Creates a team environment that encourages accountability, high standards, and innovation.
Makes sure others understand performance expectations.
Sets and tracks goal progress for self and others.
Monitors the work of others to ensure it is completed on time and meets expectations.
Breaks down barriers so team members can accomplish their work.
Planning and Organizing
Prioritizes group activities based on importance, urgency, and impact to goals.
Manages team workload and delegates assignments appropriately.
Ensures team members have the equipment, materials, and other resources needed to accomplish their work.
Avoids conflicts when setting project timelines and communicates key milestones and deadlines to others. 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.