Senior Director, Loyalty Products & Member Engagement

Loyalty Product Strategy & Benefit Delivery

Define and lead strategy for elite benefits and loyalty products (e.g., room upgrades, lounge, F&B, late check-out, recognition benefits, Annual Choice Benefit).

Oversee design, execution, and continuous improvement of member benefits across all tiers/touchpoints to ensure competitiveness and member value.

Assess performance, member feedback, and competitive landscape to inform roadmap and program enhancements.

Member Engagement & Programming

Own end-to-end member engagement strategy, including events, panels, and recognition/gifting; includes supporting Member Day.

Drive initiatives that deepen emotional loyalty (e.g., elite events, experiential benefits, lifetime recognition).

Oversee management of member escalations, survey response, engagement channels, and feedback loop to improve sentiment and retention and ensure program is continuously addressing member pain points.

Member Benefits & Tier Operations & Governance

Own status qualification pathways (e.g., elite tiers, paths to elite, referral mechanisms) and annual processing (e.g., renewal, downgrade); ensure consistent execution and approval governance across qualification pathways.

Lead execution of Marriott Bonvoy for Associates, including program delivery and cross-functional coordination.

Own and maintain published member benefits, ensuring clarity, accuracy, functionality, and alignment across channels.

Ensure effective governance and execution of core programs (e.g., executive referrals, partnerships, cobrand engagement).

Cross-Functional Leadership & Vendor Management

Partner with Marketing, Digital, Global Technology, Operations, Revenue, CEC, and other key disciplines to deliver a seamless omni-channel member experience.

Represent Loyalty in enterprise initiatives and ensure alignment with broader business strategy.

Lead vendor and agency relationships supporting product and engagement initiatives.

Team Leadership & Strategic Execution

Lead and develop a team responsible for loyalty products and engagement programs, ensuring clear ownership across benefit portfolios and BAU execution.

Balance strategic priorities with operational excellence, ensuring delivery against timelines and budgets.

Foster a culture of accountability, collaboration, curiosity, innovation, and continuous improvement.

Focus on growing and coaching associates to obtain new skills and gain exposure to fuel personal growth and impact.

Subject Matter Expertise

Serve as SME for Marriott Bonvoy and other loyalty programs across cross-functional projects and initiatives.

Ability to connect dots across the organization to ensure the core Marriott Bonvoy program is driving value for customers, owners, and members alike.