Job Information
Marriott Senior Manager, Loyalty Operations, APEC in Singapore, Singapore
Job Number 24093239
Job Category Sales & Marketing
Location Singapore Regional Office, 2 Harbourfront Place #06-08, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
The Senior Manager of Loyalty Operations, APEC is a key member of the Marriott Bonvoy Loyalty Operations team. The position will be based in Singapore with a primary reporting line to the Director of Loyalty Operations, APEC.
The scope of this role is centered on managing & executing the Marriott Bonvoy off-folio loyalty programs, which include R&B Earn and Redeem + Club Marriott program adoption & engagement on properties, as well as co-creation of scalable and sustainable processes to support on-property off-folio loyalty initiatives in APEC, including F&B, Spa & Golf. This role supports driving the performance and growth of Off-Folio programs, maintaining, and communicating the program policies, terms and conditions and leading operational supports in all channels. The role is a key contributor to the end-to-end remediation work, engaging with cross-discipline subject matter experts (SMEs), including regional Operations and to develop and execute off-folio loyalty initiatives across all hotels in APEC. The role will also hold responsibility for all F&B Local Loyalty programs that operate in the region, namely but not limited to Club Marriott. This role encompasses contracting, legal, performance reviews, hotel support, customer conflict resolution, finance processes for all programs that are currently operating. The role is the key bridge between customers and hotels, as well as hotels and continent policy.
The core accountabilities include:
Act as the Off-Folio loyalty program management & performance champion, liaison, and troubleshooter supporting Operations discipline leaders, other disciplines across all hotels in APEC.
Responsible for Off-Folio loyalty program’s loyalty training and support regional efforts, including initiatives that drive performance and desired goals.
Manages ongoing and daily performance of vendors and vendor portal management & liaise with vendor on program set up & operations support.
Communicate program performance updates and key milestones to stakeholders including senior management.
Primary support in program’s rewards and recognition initiatives to drive customer adoption, engagement & spent.
CORE WORK ACTIVITIES
Loyalty Program Management
Champion of F&B Local Loyalty programs, liaison, troubleshooter for Area Operations, Hotel Leadership and other disciplines across hotels in APEC.
Responsible for the F&B Local Loyalty programs financial performance, F&B revenue generation, marketing efforts, customer activation and member base growth
Set program goals & yearly regional plan to drive loyalty engagement & adoption that contribute to the overall loyalty regional strategy.
Provide change management & communication support in partnership with Regional Operations, Finance, Marketing, IT discipline and properties to drive program engagement and adoption.
Provide ongoing trainings reinforcement to hotels, including existing Standard Operating Procedures and program enhancements.
Manage & create program procedures and documentation, keeping policies, operational processes, terms and conditions updates.
Prepare program rewards and recognition plans and execution to drive program performance.
Track & monitor program performance, identify potential risk and issues to minimize negative effects on guest experience.
Conduct various property visits and mentor hotel team on off-folio.
Work with third-party vendor to drive program sales through on property engagement and sales efforts by hotel teams.
Explore partnership opportunities to drive off-folio member spent & card sales.
Conduct regular performance updates and key milestones to Stakeholders and Senior Management
Lead Quarterly Webinars to showcase successes and best practices for adoption across the APEC markets.
Loyalty Program Operations & Localizations
Monitor program’s support tickets, identifying and addressing any issues or risks to ensure quality control.
Review and monitor external portal process and performance to ensure service-level agreement (SLA) are in alignment and enhance collaboration with vendors.
Regular connection points with Marriott Bonvoy Connectors in APEC to ensure engagement, share best practices, encourage goal performance, and drive enrollments and transactions.
Collaborate with external vendor on Off-folio program deployment & set up from planning to execution & sustainment.
Conducts property visits and mentors both the F&B and the S&M team on implementation of various program initiatives.
Identify and mitigate risks and issues that may impact program delivery, implementing proactive measures to address challenges and ensure successful outcomes.
Support pre-opening off-folio strategy & execution.
Manage existing Vendors of Club Marriott / Standalone/Earn & Redeem Program
Onboard new Vendors as necessary for continued success of programs in specific markets
Serve as primary point of contact for all related matters, including but not limited to Operations, Finance, Legal, Insurance, Conflict Resolution, SOPs, Compliance, etc
Provide regular updates to Hotel, Regional and Continent leadership with regards to program performance, F&B contribution, member base activation rates and member base growth
Host quarterly webinar to encourage the sharing of best practices, celebrate successes of initiatives, and key achievements as it pertains to the respective programs.
Performance Management, Reporting & Analytics
Track & set overall yearly program goals & monitor results on regular basis; conduct performance analysis based on market needs.
Conduct program & competitor analysis & identifies various off-folio loyalty KPI related performance gaps at the property level.
Develops and implements appropriate processes to improve performance in coordination with the region’s operations teams.
Drive necessary incentives plans or rewards & recognition program for hotel teams.
Engage with the program sales managers to ensure best possible sales efforts are undertaken.
Provide above-property leadership update on program progress, key metrics, insights into program status and achievements to various stakeholders.
Additional Responsibilities
Ensure relevant and accurate resources, inclusive of regional nuances.
Responsibility for the data, reporting and analytics as it relates to Enrollments.
Informs, updates, and provides information to cross-disciplines subject matter experts (SMEs), and other stakeholders in the region.
Discuss best practices, joined decision making and effective methods to engage properties.
Attends and participates in all relevant meetings.
Establishes and maintains documentation for all assigned tasks and initiatives.
Perform other reasonable duties as assigned.
CANDIDATE PROFILE
Education and Professional Certification
University Degree required, with experience in hotel operations and/or hotel technology/loyalty strategy.
Minimum 6-8 years’ experience in the sales and marketing, guest services, Food & Beverage or related professional area.
EXPERIENCES REQUIRED:
Experience in Loyalty or Food & Beverage or Operations Division of luxury and/or Full-Service hotels; cross-brand experience is an advantage.
Strong understanding of loyalty programs and Member experience, including how to drive hotel level program performance.
Excellent command of written and spoken English.
Proven track record of managing projects in a highly matrixed and relationship-based organization.
Experience with deployment of creative, sustained efforts to build a strong loyalty culture.
Experience working on projects that relates to operations or guest experiences.
Ability to manage multiple stakeholders with varying degrees of understanding and buy-in.
Ability to provide problem-solving and leverage resources to optimize department capabilities.
Ability to manage a balance between creative innovation and operational feasibility.
Possess robust project management skills, project management certification a plus.
Ability to manage personal capacity and appropriate distance from day to day/tactical operations; must maintain oversight of strategy, vision, innovation, and creative momentum.
Possess strong oral and written communication skills; excellent interpersonal skills; able to collaborate.
Strong analytical skills to ground decision-making and problem-solving.
Possess confidence and ability to present to large and management-level audiences.
Ability to interpret financial data to identify problems and provide recommendations.
Ability to adapt mindset to fit the specific market and its local dynamic in solution generation.
MANAGEMENT COMPETENCIES
Leadership
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
Building and Contributing to Teams -Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing -Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
Coworker Relationships -Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning -Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
Reading Comprehension - Understands written sentences and paragraphs in work related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.