Senior Manager, Loyalty Operations & Program, Off-Folio, APEC

What you'll do

• Drive hotel execution and adoption of Off-Folio programs, enhancements and regional priorities across APEC, including Earn & Redeem, Club Marriott and other Restaurant & Bar, Spa and Golf programs.
• Lead communication and regional implementation of program updates, policy changes, enhancements and operational requirements.
• Act as a subject matter expert for Operations leaders, Food & Beverage teams, franchise teams, hotel teams, vendors and loyalty champions, providing guidance, troubleshooting and operational expertise.
• Support governance, maintenance and continuous improvement of program resources such as policies, terms and conditions, operating standards, playbooks, job aids, FAQs, technical guides, toolkits and knowledge repositories.
• Partner with hotel loyalty champions to drive engagement, best-practice sharing, capability building, recognition and accountability.
• Support resolution of complex customer and hotel escalations by coordinating with properties, regional Operations, vendors and HQ policy teams.
• Collaborate with Operations, Food & Beverage, Marketing, Partnerships, IT, Finance, Legal, Growth and HQ teams on program delivery, operational improvements, remediation and issue resolution.
• Manage vendor relationships and performance, portal operations, program setup and ongoing operational support.
• Establish vendor performance expectations, monitor deliverables and service standards, and follow through on corrective actions and improvements.
• Coordinate with Legal, Finance, IT, vendors and HQ teams on contracts, finance processes, program requirements, system enhancements and property-level issues.
• Develop and deliver training, enablement and outlet readiness initiatives, including virtual and in-person training, webinars, office hours and supporting resources.
• Drive and monitor program and operational performance, member engagement, enrollments and adoption, and implement targeted improvement plans.
• Analyze program performance data and translate insights into reports, recommendations and executive-level presentations.
• Design and execute loyalty engagement, rewards, recognition and promotional programs.
• Lead or support loyalty transformation projects, digital enablement initiatives and strategic regional priorities.
• Provide direction, coaching and oversight to the Loyalty Operations Projects team, set priorities, monitor progress and ensure timely delivery.
• Support member events, activations, pilot programs a