Director - Loyalty Operations

Position Summary 

The Director of Loyalty Operations serves as a pivotal member of the CALA Continent Product and Lodging Team, entrusted with leading the execution of the loyalty strategy and ensuring operational excellence throughout the region. This role functions as a strategic liaison among continent, property, and global teams, fostering alignment and driving the implementation of loyalty initiatives aimed at enhancing guest experiences, deepening member engagement, and maintaining the integrity of the loyalty program. 

Key Responsibilities: 

1. Act as the primary loyalty operations partner to key stakeholders, including Continent Operations (CLPS), the Commercial Team, the Global Operations Loyalty Team at headquarters, and property-level operations leaders. 

1. Provide leadership and oversight in the implementation and deployment of loyalty-related programs, initiatives, products, and services across the continent. 

1. Champion service excellence by advancing guest experience frameworks, supporting targeted training platforms, and promoting value-driven priorities in collaboration with both property leadership and above-property teams. 

1. Collaborate with Continent Loyalty Marketing and Commercial Teams to cultivate a strong Loyalty Mindset and embed a Loyalty Culture across all levels of the organization. 

Capability Building 

• Partner with Continent Operations and Global Loyalty Operations to develop and enhance guest experience capabilities, associate-facing mobility solutions, and other strategic initiatives aligned with the loyalty and guest experience roadmap. 

• Conduct assessments and provide recommendations to ensure property-level input is effectively integrated into the design and development of products and services across diverse hotel environments. 

• Optimize cross-functional collaboration to leverage available resources, accelerating efficiency and speed-to-market for loyalty-related offerings. 

• Develop content, training and presentations that provide strategic insights, including cross-disciplinary reporting. Engage with properties to gather best practices and promote accountability, execution, and compliance. 

• Oversee and maintain the CALA Loyalty Operations page as a centralized resource hub. 

Strategic Delivery 

• Lead the delivery of innovative, profitable, and cost-effective design solutions—including guest services, experience functionalities, associate-facing tools, and training programs—tailored to enhance member and associate experiences across the continent. 

• Translate operational platforms and market-specific business requirements into actionable considerations during project development to ensure relevance and effectiveness of loyalty products and services. 

•  Demonstrate adaptability, professional demeanor, problem-solving, decision-making, and talent management. 

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  • Foster team cohesion, set high standards, and provide feedback for development. 

Relationship Management 

• Serve as a subject matter expert for stakeholders seeking support on loyalty and guest experience platforms, providing guidance on design-specific products and services. 

• Collaborate on stakeholder presentations to above-property leadership during the deployment of new initiatives, ensuring alignment and strategic clarity. 

Deployment, Sustainment, and Property Engagement 

• Manage the timely and effective deployment of new and existing loyalty products, standards and services. 

• Identify pilot properties for proof-of-concept initiatives, conduct stakeholder interviews and surveys to inform operational improvements, and support issue resolution during deployment phases. 

• Analyze data from multiple operational systems (e.g.,Mdash, Tableau,  GuestVoice, Loyalty Scorecards) to identify trends and develop targeted action plans.  

• Drive loyalty program performance by setting enrollment targets, managing incentive programs, and coordinating competitions to foster engagement and results and owner communication on Redemption Rates. 

• Support projects and initiatives to drive knowledge and adoption of new processes or program enhancements across the portfolio. 

Core Accountabilities 

Operational Compliance & Audit Management 

• Lead operational audits (e.g., Enrollment Audit) and ensure compliance with global/regional standards. 

• Manage corrective actions, follow-ups, and reporting for properties to maintain program standards. 

Enrollment Integrity & Risk Management 

• Oversee property enrollment activities, validate data accuracy, and manage risk in collaboration with the Loyalty Risk team. 

• Implement audit processes for enrollments and manage incentive suspensions for flagged properties. 

Elite Member Experience & Benefits Delivery 

• Support the delivery and tracking of elite member benefits, including birthday benefits and guaranteed benefits compensation. 

•  Educate properties on benefit eligibility, compensation workflows, and standardized communications. 

Program Deployment & Training 

• Coordinate deployment of new loyalty initiatives, cobrand cards, and toolkits  

• Develop and share training materials, FAQs, and best practices for property teams and above property teams. 

• Deliver engaging and effective Loyalty Mindset training and technical support in classroom, virtual, and 1:1 environments. 

• Provide educational support for onboarding and orientation programs. 
   

Data Analysis & Reporting 

• Analyze operational data (e.g., mDash, tableau,  GuestVoice, Loyalty Scorecards, MBV10 reports) to identify trends, gaps, and opportunities for improvement. 

• Communicate findings and action plans to stakeholders. 

• Understand Tableau and Excel reporting, analyze and summarize results, prepare decks and presentations for varied audiences, and support calls with property and stakeholders. 

Stakeholder Engagement & Communication 

• Act as a liaison between continent, property, and global teams. 

• Collaborate with Consumer Operations, partner disciplines in EMEA, HQ teams, and others to enhance member engagement and troubleshoot key markets. 

• Manage cross-functional communications, presentations, and reporting. 

• Proactively communicate and advocate the value of Marriott Bonvoy and program updates to internal stakeholders and property teams. 

• Support incentives and recognition; advocate best practice sharing and celebrate success through collaboration with senior leaders. 

Fraud Awareness & Marriott Bonvoy Connector Role 

• Support fraud awareness initiatives and Marriott Bonvoy connector role adaptation for properties and maintain the database. 

• Build solid relationships with Marriott Bonvoy Connectors and provide support, guidance, and accountability. 

Member Acquisition & Engagement 

• Drive member enrollments, engagement campaigns, and incentive programs. 

• Leverage first-party data for personalized guest experiences. 

Candidate Profile – Key Talents and Experience Desired 

• Language Proficiency: Fluency in both English and Spanish is required. Proficiency in Portuguese—both written and spoken—is preferred.  

• Leadership Experience: Demonstrated leadership in at least two of the following hospitality disciplines: Front Office, At Your Service (AYS), Housekeeping, Guest Relations, Quality Assurance, Training, Marketing, or Sales.  

• Technology and Innovation: Experience contributing to projects involving mobile guest services or technology platforms such as Empower: Guest Experience, Opera, or Lightspeed PMS, particularly those impacting operations or guest experience.  

• Operational Expertise: Comprehensive understanding of hotel operations and a strong grasp of loyalty program principles and culture.  

• Analytical Acumen: Proven ability to apply analytical thinking to support decision-making and resolve complex problems.  

• Leadership and Communication: Exceptional leadership, active listening, and relationship-building capabilities. Highly effective in both oral and written communication.  

• Presentation and Facilitation: Skilled in delivering presentations and facilitating discussions across diverse stakeholder groups.  

• Stakeholder Engagement: Ability to collaborate effectively with multiple stakeholders across various brands and organizational levels.  

• Project Management: Strong aptitude for managing multiple projects and responsibilities within a complex, relationship-driven organizational structure. Project management certification is a plus.  

• Attention to Detail: Excellent editing and proofreading skills with a meticulous approach to content accuracy.  

• Creative Problem Solving: Innovative thinker with the ability to leverage resources to develop effective solutions.  

• Travel Requirement: Willingness and ability to travel approximately 25% of the time.  

• Additional Duties: Perform other responsibilities as assigned to support business needs. 

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. 

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

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