Manager Of Loyalty Operations

**Job Number** **********Job Category** Sales & Marketing**Location** Mexico Regional Office, Ejercito Nacional No. 350 Suite 4C, Mexico City, MÉX, Mexico**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** ManagementThis position will be an integral CALA (Caribbean and Latin America) Continent Loyalty and Partnerships team member.This role will be responsible for leading the execution of the overall strategy of Loyalty while managing the alignment of the continent, discipline, and brand-specific priorities.Expressly, this position will assume the role of conduit between the continent and the Global teams while supporting the execution of these priorities in-market to enhance the guest experience, create Guest Loyalty, and drive Elite Recognition and Intent to Recommend.The core accountabilities include:- Serve as the loyalty and room operations partner to several key stakeholders including the continent operations (CLS) and Consumer Operations team, headquarters' global operations loyalty team, continent operations property leaders- Provide leadership and execution for implementing and deploying loyalty and related operational programs, activities, products, and/or services within the continent.- Drive a continued execution of service excellence in the guest experience frameworks, with target training platforms and value-create priorities with property leadership and above-property teams.- Partner with Loyalty Marketing in the continent and Consumer Operations to drive the Loyalty Mindset and Loyalty Culture.- Support the VP of Loyalty and Partnerships in creating comprehensive materials aimed at increasing awareness of the Loyalty program's Redemption policies and overall program guidelines- Serve as the Loyalty team specialist for the Marriott Bonvoy Redemption policies and act as the liaison with the Global teams in charge of Redemption and Program operational guidelines and processesEXPECTED CONTRIBUTIONS- **Joint development of world-class products and services with Global Operations to include continent specifications and requirements**- **Build Capability**- Collaborate with Rooms Operations and Global Loyalty Operations on development and enhancement of guest experience capabilities, associate facing mobility, and other priorities to support the loyalty and guest experience roadmap.- Provide assessments and recommendations to incorporate applicable property input during the design and development of products and services within the various hotel environments.- Leverage available resources within a cross-functional team to maximize efficiencies and speed to market for products and services.- Creates content and presentations and provides insight, including cross-discipline reporting, working with properties to collect best practices and drive accountability/execution/compliance.- **Deliver Strategy**- Deliver innovative, profitable and cost-effective design solutions (guest services, guest experience functionality, associate-facing solutions, tools and training) that will be applicable for the continent relating to enhancing member and associate experiences around Loyalty.- Translate business operating platforms for the various countries/markets into considerations during the project development phase to ensure relevance of product and services for the continent.- **Manage Relationships**- Collaborates on stakeholder presentations to above property leadership during deployment of new products and services.- **Deployment Support, Sustainment, and Property Engagement**- Manages timely and effective deployment of new/existing products and services.- Identify properties for proof of concepts and/or pilots, conduct stakeholder interviews and surveys to drive operational improvement and supporting escalations during deployment.- Develops action plans based on trends identified from analyzing multiple operational systems (i.e., guest voice, Loyalty Scorecards, etc)- Drives program enrollment targets, and incentives and manages competitions to drive loyalty performance.- **Portfolio of Work**- **Guest Experience Strategy**- Identifies performance gaps at the property level and strategically develops and implements appropriate programs and processes to improve performance.- Drives the establishment of Guest Experience platform metrics, and develops and communicates monthly scorecards.- Drives collaboration and engages in the deployment of the Guest Experience platform.- Analyzes data and reports to determine improvement areas and develop action plans.- **Loyalty Operations Strategy**- Solicit stakeholder feedback to support backlog prioritization.- Drives accountability with non-performing hotels, identifying knowledge and resource gaps and partners with discipline to make training and resource adjustments if needed.- Escalates performance issues to the appropriate continent stakeholders if required.- Develops specific perf