Senior Director, Loyalty Products & Member Engagement

Senior Director, Loyalty Products & Member Engagement

The Senior Director, Loyalty Products & Member Engagement leads strategy, design, and execution of Marriott Bonvoy loyalty products and elite member engagement initiatives. This role is responsible for operating and advancing the end-to-end member experience across benefits, Elite tiers, engagement programs, and partner touchpointsdriving loyalty, satisfaction, and share of wallet.
This leader oversees a portfolio spanning core elite benefits (e.g., lounge, upgrades, F&B, checkout), Elite tiers (e.g., published tier qualifications, referrals, status challenges), member engagement programs (e.g., events, panels, branded merchandise, member feedback), Marriott Bonvoy for Associates, and ownership of published member benefits and tier policies. The role partners cross-functionally across Marketing, Digital, Global Technology, Operations, Revenue, CEC, and Finance to ensure seamless delivery, clarity, and consistency of the loyalty value proposition across Brands and touchpoints.
The Senior Director sets strategic direction, prioritizes investments, monitors performance metrics, and leads a team responsible for both day-to-day execution (BAU programs, escalations, engagement) and long-term transformation of the loyalty experience.
Candidate Profile
Education and Experience
Required
Bachelor's degree in Business, Marketing, or related field
10+ years of relevant experience in loyalty, product, customer experience, or related functions
Demonstrated leadership of cross-functional teams and complex programs
Preferred
MBA or similar advanced degree preferred
Experience in hospitality, travel, or consumer loyalty programs
Deep expertise leading large-scale, cross-functional initiatives, driving complex organizational change and delivering measurable business outcomes
Proven ability to influence senior stakeholders and executive leadership, including developing and presenting data-driven business cases to advance strategic priorities
Demonstrated strong analytical and financial acumen, with the ability to synthesize complex data and communicate insights clearly through written and verbal channels
Core Work Activities
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
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.