Marriott Director, Loyalty Account Products - (Bethesda, MD or NY) in Bethesda, Maryland
Job Number 20047367
Job Category Sales and Marketing
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Position Type Management
Start Your Journey With Us
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Director, Loyalty Account Products will work closely with key stakeholders to drive the development and implementation of specific products from conception to launch, understanding the implications of certain decisions and make trade-offs in terms of complexity, depth and timelines. Is the product evangelist and subject matter expert and serves as the “go to leader” for timely updates to internal and, where applicable, external customers. The person in this role will define product strategy, feature roadmap and lead the execution of the product roadmap that attract, retain, and engage customers. Product areas include (but are not limited to) enrollment, on-boarding, profiles, authentication, and benefits. This role will also partner with Customer Experience, Loyalty, and Enterprise product teams as needed to prioritize business opportunities and ensure user facing capabilities are delivered.
The ideal candidate is a proven innovative leader with large global brands that can motivate large teams, has deep ecommerce/digital expertise, experience managing large transactional websites and Apps, detailed oriented, able to understand complex scenarios, demonstrates analytical and financial management acumen, and ultimately has a passion for the travel business and delivering great products that consumers love.
Education and Experience
College degree in Marketing, eCommerce, or related field; MBA or advanced degree in Digital Commerce Product management desirable
10+ experience in product management, strategy, or related function
3+ experience leading direct reports and cross functional teams with P&L responsibility
Proficient with web/app/api technologies, and user interface design
Demonstrated success developing products that consumers love and managing large-scale transactional digital platforms is required
Experience with Agile development methodologies
Strong preference for candidates with experience in Excel, SQL, Omniture, A/B and multi-variate testing with deep understanding of best practices in user experience, anaytics and drivers of conversion
Proven ability to lead and work with cross-functional teams in support of specific business priorities
Effective written and oral communications skills, with sensitivity to global communication needs
Ability to solve problems quickly, think creatively, and satisfy Internet speed-to- market requirements
Ability to execute budget-sensitive product and product marketing plans with tight timelines
Demonstrates self-confidence, energy and enthusiasm
Demonstrated strong presentation, negotiation, and persuasion skills
Demonstrated ability in product lifecycle management with deep demonstrated empathy for guest travel needs and desire to solve consumers problems, at scale
Adaptable and energized by change; willingness to test new approaches and drive change
Thrives in a fast-paced, entrepreneurial environment
Deep intellectual curiosity and passion to solve core consumer problems
Demonstrates self-confidence, energy and enthusiasm.
Driven to hit deadlines and achieve goals
Ability to solve problems quickly, think creatively, and satisfy Internet speed-to-market requirements.
Thrives in a fast-paced, entrepreneurial environment, but within a large, complex business.
Team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability
Highly motivated individual with a strong sense of ownership, responsibility, attention to detail and demonstrated track record in managing multiple projects/tasks concurrently in tight timelines
CORE WORK ACTIVITIES
Core Work Activites
Understand how our business and technology needs are evolving and provide insights and recommendations as you partner with key stakeholders to identify short-term solves, bridge strategies, and long-term visions for assigned product(s).
Gather and detail product requirements from stakeholders across the organization to inform roadmap items; evaluate technical complexity of requirements in order to appropriately prioritize work and manage expectations cross-functionally.
Develop and lead the technology roadmap and backlog to implement specific product capabilities, ensuring critical requirements are identified, the best solutions for the end user are delivered every time, and alignment with broader group and portfolio objectives.
Advocate for the end user by developing a deep understanding of their needs through feedback and research
Collaborate with cross-functional team members to drive value and develop customer friendly features and enhancements
Provide direction for the technology development, including cost estimation, budget management, scope and delivery strategy definition, and establish milestones/schedules
Partner with solution architects and software engineers to determine best technical implementation methods as well as a reasonable implementation schedule.
Plan delivery, integration & test, and post-launch support for all the elements required in product delivery and operation working with applicable teams
Owns the quality and overall product performance, leading user testing and establishing KPI monitoring with QA partners.
Manage project/scrum teams based upon roadmap(s). Meet regularly with the team(s) to gather work statuses, discuss obstacles, provide advice, guidance, encouragement, and constructive feedback to ensure deliverables are met timely.
Collaborate across teams, and creatively solve problems to constructively balance priorities and overcome or remove blockers required to successfully deliver a new product or feature.
Maintains the right level of demand management and capacity planning for the product as the owner of its KPIs inclusive of business and financial metrics and performance.
Maintains high performance levels by attracting, developing and retaining talent, managing performance, building career paths, and aligning performance and rewards to company goals.
Contribute to end user support artifacts/information/collateral development including feature/capability descriptions, end user business value stories, etc.
Manage and conduct Human Resources activities
Interviews and hires employees.
Ensures employees are treated fairly and equitably.
Ensures that regular, ongoing communication is happening in department (e.g., pre-shift briefings, staff meetings).
Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.
Solicits employee feedback.
Utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
Ensures policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Identifies talents of direct reports and their teams and assists with their growth and development plans.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action.
Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
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.
Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
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.
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.
Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Generating Talent and Organizational Capability
Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
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.
Learning and Applying Professional Expertise
Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
Technical Acumen - Understanding and utilizing 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
Business Process and Analysis – Knowledge of multiple processes within sponsor department; ability to document key process flows, recognize processes for redesign, identify opportunities and translate business processes into information system’s needs. Ability to define quality measures and evaluate performance against standards and to identify issues, risks and possible paths of resolution or mitigation strategies.
IT Business Management – Ability to monitor and evaluate trends in technology, technology delivery mechanisms and IT organizational processes and tools. This includes the ability to redefine processes, make recommendations, and perfect process governance frameworks.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.