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Senior Manager, Loyalty Member Experience Products

Marriott International · Bethesda, MD · 6 days ago
On-siteMarketingFull-time

About the role

The Senior Manager, Elite Benefits Design and Execution owns the accuracy, integrity, and day-to-day operation of the Marriott Bonvoy Elite tier program, including annual Achiever/Renewer (Year-End) processing, partner and cobrand status integrations, and Paths to Elite offers. This role also serves as a subject matter expert on strategic initiatives shaping the future of the Elite program, including new tier and benefit design, the Loyalty Re-Platform to Salesforce, and Elite Member Recognition efforts. This position partners extensively across Data/Analytics, Finance, Global Technology (GT), Digital, Loyalty Marketing, Global Operations, and CEC to deliver against business objectives within agreed-upon budgets and timelines, and must be equally comfortable managing complex technical/data workstreams and leading forward-looking program design.

Core Work Activities

  • Own Elite Tier Management and Year-End Processing

    • Lead annual Achiever/Renewer (Year-End) processing end-to-end, overseeing 100+ technical tickets across dozens of workstreams in partnership with GT, Digital, and Marketing teams.
    • Document and continuously improve Year-End processes to reduce errors and increase accuracy and repeatability year over year.
    • Produce member-facing help content and partner with Loyalty Marketing to deploy Year-End member communications.
    • Provide regular Elite tier health reporting and program management updates to stakeholders and leadership.

  • Manage Partner and Cobrand Elite Integrations

    • Support data accuracy and reconciliation with strategic partners (e.g., airline status-match partners, cobrand card issuers), including periodic reconciliation cycles.
    • Write requirements and lead cross-functional processes for partner reconciliation, liaising with partners and Data/Analytics on analysis and file exchange.
    • Document repeatable processes for partner onboarding and maintenance to establish standards for future strategic partnerships.
    • Facilitate technical set-up and approvals for Paths to Elite offers, challenges, and status matches with partners.

  • Create & Lead Various Member Recognition Programs

    • Own strategy and end-to-end execution of the Elite Birthday Recognition program, from concept through launch and ongoing operations.
    • Partner with Gift Card, Data, and Digital Marketing teams to build, test, and deploy audience pulls, gift cards, and member communications.
    • Manage program rollout to hotels and Global Operations, including knowledge articles, FAQs, and communications.
    • Maintain program performance and evolve strategy as the program expands to new audiences.
    • Support other Elite benefits as needed to drive recognition of valuable members

  • Serve as subject matter expert on Elite Benefits, across various touch points

    • Manage the Elite Terms and Conditions and FAQs
    • Manage/provide Member support and training for CEC, Social and PR
    • Support the Loyalty Replatforming effort and the design of Future Elite Tiers and Benefits based on expertise of current state

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