Dir-Customer Relationship Mgmt
Company Name:
Marriott International
Director, Customer Relationship Management
It's a powerful feeling, to belong. It's inspiring people to do more than they thought they could. It's leading the way by rolling up your sleeves to accomplish a common goal. It's taking a passion and turning it into your vision. Belonging is what it feels like to work at Marriott. If this sounds like the place for you, join us.
The CALA Regional Office located at
2400 N. Commerce Pkwy, Suite 201,
Weston,FL,33326
is currently hiring a Director, Customer Relationship Management.
The Director, Customer Relationship Management - Caribbean & Latin America is a dedicated resource to grow Marriott Rewards and The Ritz-Carlton Rewards programs across the continents. The Caribbean & Latin America plans for rapid expansion of hotel over the next four years doubling from 75 to 150 properties. Thus, building Rewards membership and programs/promotions is even more critical in the region to increase preference and profits with growing distribution. This position will spend 90% of their time on Marriott Rewards and 10% supporting The Ritz-Carlton Rewards program. This position will partner with the Caribbean & Latin America regional team with core accountability for:
1) Ensure that all relevant Rewards channels and teams are activated on behalf of the key markets and in alignment with specific key market needs.
2) Provide connectivity between each of the functional areas in the region (Operations, Brand Marketing, eCommerce, and Revenue Management) to build alignment and influence strategic decision across all Rewards engines with the goal to shift share from members and drive member growth
3) Develop and implement programs and partnerships for Latin American markets
4) Provide support for Global Rewards initiatives as needed
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World(TM) at Marriott.
EXPECTED CONTRIBUTIONS
Develop strategies and programs to drive member growth (number of members and revenues) - (60%)
Inform the marketing strategy for focus and secondary markets as well as base-level international strategies with a focus on Latin American markets.
Review potential adaptations to the Rewards positioning based on the needs of the local guests and ensure we are positioned appropriately relative to key competitors in the market.
Develop and implement integrated programs for key market in response to customer needs, market trends, key competitors, brand direction, and stakeholder needs
Develop member segmentation for target countries and effective marketing programs against those targets that are culturally relevant and consistent with the program.
Influence and guide other Rewards teams to enhance programs to meet regional market needs
Understand the competitive environment and the local customer attitudes / behaviors.
Pro-actively monitor markets across the continent to assess competitive position, build on program strengths and shore-up program weaknesses.
Lead Rewards program research to develop insights into new strategies and programs to create the most effective loyalty marketing program in the Caribbean & Latin America.
Providing connectivity between the regional team and Rewards to build alignment with and influence strategy across all Rewards engines to shift share from members and drive member growth -
(30%)
Act as Regional Liaison to ensure Operations, Rewards, and Brand Marketing strategies are working together to maximize share of customer.
Participate in the strategic development and planning of future program structural enhancements, and program offers and promotions - both in Continent and at HQ.
Work closely with the Marketing, Communications and Operations teams at HQ and the regions to enhance and add programs that fit the needs of members in the Caribbean & Latin America.
Work closely with the Marketing, Operations, and eCommerce teams in the Caribbean & Latin America to enhance and add programs that fit the needs of members in region and align with the overall global Rewards strategies and programs.
Present and demonstrate the Rewards program and value to regional leadership team, owners/franchisees, properties, guest service centers, associates, and sales and marketing.
Liaise with senior leadership, general managers, owners/franchisee executives on the Rewards programs and its financial impact on hotels (day-to-day topics).
Negotiate and manage partnerships across the Caribbean & Latin America and in key market-specific partnerships. (10%)
Develop regionally relevant earning and redemption non-airline partnerships that will drive value for members and the program.
Develop and implement a regional Rewards partner strategy with a focus on primary market partnerships.
Leverage partnerships for marketing opportunities that will increase awareness, membership, activity, and trip share. Responsible for the marketing of partnerships.
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
REQUIRED:
Fluency in both written and verbal Spanish
5
years in a marketing leadership position
International marketing and loyalty program experience required.
Proven effectiveness working with virtual teams across different geographic areas
Ambitious individual who is results oriented with the ability to influence others and lead teams regardless of reporting structures
A global mindset with the ability to adjust to understand the subtleties and similarities between cultural backgrounds and norms
A problem solver who can build consensus and identifies key issues to seek resolution
Excellent networking and relationship building skills - a natural relationship builder
Ability to manage and deliver multiple projects at the same time
Executive presence with the ability to present to all levels of the organization whether in small or large groups
Ability to communicate effectively through conference calls and emails as required by a virtual team
Strong analytical skills with an affinity for understanding and acting on trends in data.
Ability to understand customer data and leverage data to create effective offers / promotions.
EDUCATION & TECHNICAL SKILLS:
Bachelors Degree required; advanced degree in Business or related area preferred
Experience in loyalty programs, partnership marketing, international consumer marketing, and/or field operations/marketing required
Proficient in strategic marketing and the principles of database marketing
TRAVEL REQUIREMENTS
Must be willing and able to work flexible hours as needed to accommodate time-zone differences
Must be willing and able to travel 15-20% of the time for both in-continent trips and visits to corporate office in Bethesda.
To submit your application for this job, please go to: https://marriott.taleo.net/careersection/2/jobsearch.ftl?lang=en
Marriott International is consistently recognized as an employer of choice around the globe by FORTUNE and Working Mother magazines, DiversityInc, Great Places to Work Institute, and the CRF institute among others. Visit our newsroom to learn more: news.marriott.com
Connect and network online with us:
www.facebook.com/marriottjobsandcareers
www.twitter.com/marriottcareers
www.linkedin.com/company/marriott-international
www.weibo.com/marriottcareers
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.Estimated Salary: $20 to $28 per hour based on qualifications.
Marriott International
Director, Customer Relationship Management
It's a powerful feeling, to belong. It's inspiring people to do more than they thought they could. It's leading the way by rolling up your sleeves to accomplish a common goal. It's taking a passion and turning it into your vision. Belonging is what it feels like to work at Marriott. If this sounds like the place for you, join us.
The CALA Regional Office located at
2400 N. Commerce Pkwy, Suite 201,
Weston,FL,33326
is currently hiring a Director, Customer Relationship Management.
The Director, Customer Relationship Management - Caribbean & Latin America is a dedicated resource to grow Marriott Rewards and The Ritz-Carlton Rewards programs across the continents. The Caribbean & Latin America plans for rapid expansion of hotel over the next four years doubling from 75 to 150 properties. Thus, building Rewards membership and programs/promotions is even more critical in the region to increase preference and profits with growing distribution. This position will spend 90% of their time on Marriott Rewards and 10% supporting The Ritz-Carlton Rewards program. This position will partner with the Caribbean & Latin America regional team with core accountability for:
1) Ensure that all relevant Rewards channels and teams are activated on behalf of the key markets and in alignment with specific key market needs.
2) Provide connectivity between each of the functional areas in the region (Operations, Brand Marketing, eCommerce, and Revenue Management) to build alignment and influence strategic decision across all Rewards engines with the goal to shift share from members and drive member growth
3) Develop and implement programs and partnerships for Latin American markets
4) Provide support for Global Rewards initiatives as needed
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World(TM) at Marriott.
EXPECTED CONTRIBUTIONS
Develop strategies and programs to drive member growth (number of members and revenues) - (60%)
Inform the marketing strategy for focus and secondary markets as well as base-level international strategies with a focus on Latin American markets.
Review potential adaptations to the Rewards positioning based on the needs of the local guests and ensure we are positioned appropriately relative to key competitors in the market.
Develop and implement integrated programs for key market in response to customer needs, market trends, key competitors, brand direction, and stakeholder needs
Develop member segmentation for target countries and effective marketing programs against those targets that are culturally relevant and consistent with the program.
Influence and guide other Rewards teams to enhance programs to meet regional market needs
Understand the competitive environment and the local customer attitudes / behaviors.
Pro-actively monitor markets across the continent to assess competitive position, build on program strengths and shore-up program weaknesses.
Lead Rewards program research to develop insights into new strategies and programs to create the most effective loyalty marketing program in the Caribbean & Latin America.
Providing connectivity between the regional team and Rewards to build alignment with and influence strategy across all Rewards engines to shift share from members and drive member growth -
(30%)
Act as Regional Liaison to ensure Operations, Rewards, and Brand Marketing strategies are working together to maximize share of customer.
Participate in the strategic development and planning of future program structural enhancements, and program offers and promotions - both in Continent and at HQ.
Work closely with the Marketing, Communications and Operations teams at HQ and the regions to enhance and add programs that fit the needs of members in the Caribbean & Latin America.
Work closely with the Marketing, Operations, and eCommerce teams in the Caribbean & Latin America to enhance and add programs that fit the needs of members in region and align with the overall global Rewards strategies and programs.
Present and demonstrate the Rewards program and value to regional leadership team, owners/franchisees, properties, guest service centers, associates, and sales and marketing.
Liaise with senior leadership, general managers, owners/franchisee executives on the Rewards programs and its financial impact on hotels (day-to-day topics).
Negotiate and manage partnerships across the Caribbean & Latin America and in key market-specific partnerships. (10%)
Develop regionally relevant earning and redemption non-airline partnerships that will drive value for members and the program.
Develop and implement a regional Rewards partner strategy with a focus on primary market partnerships.
Leverage partnerships for marketing opportunities that will increase awareness, membership, activity, and trip share. Responsible for the marketing of partnerships.
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
REQUIRED:
Fluency in both written and verbal Spanish
5
years in a marketing leadership position
International marketing and loyalty program experience required.
Proven effectiveness working with virtual teams across different geographic areas
Ambitious individual who is results oriented with the ability to influence others and lead teams regardless of reporting structures
A global mindset with the ability to adjust to understand the subtleties and similarities between cultural backgrounds and norms
A problem solver who can build consensus and identifies key issues to seek resolution
Excellent networking and relationship building skills - a natural relationship builder
Ability to manage and deliver multiple projects at the same time
Executive presence with the ability to present to all levels of the organization whether in small or large groups
Ability to communicate effectively through conference calls and emails as required by a virtual team
Strong analytical skills with an affinity for understanding and acting on trends in data.
Ability to understand customer data and leverage data to create effective offers / promotions.
EDUCATION & TECHNICAL SKILLS:
Bachelors Degree required; advanced degree in Business or related area preferred
Experience in loyalty programs, partnership marketing, international consumer marketing, and/or field operations/marketing required
Proficient in strategic marketing and the principles of database marketing
TRAVEL REQUIREMENTS
Must be willing and able to work flexible hours as needed to accommodate time-zone differences
Must be willing and able to travel 15-20% of the time for both in-continent trips and visits to corporate office in Bethesda.
To submit your application for this job, please go to: https://marriott.taleo.net/careersection/2/jobsearch.ftl?lang=en
Marriott International is consistently recognized as an employer of choice around the globe by FORTUNE and Working Mother magazines, DiversityInc, Great Places to Work Institute, and the CRF institute among others. Visit our newsroom to learn more: news.marriott.com
Connect and network online with us:
www.facebook.com/marriottjobsandcareers
www.twitter.com/marriottcareers
www.linkedin.com/company/marriott-international
www.weibo.com/marriottcareers
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.Estimated Salary: $20 to $28 per hour based on qualifications.
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