Project Director Loyalty EMEA – FTC – Europe Office – London


Job Number 20026476
Job Category Rooms and Guest Services Operations
Location Europe Office – London| Barnard|s Inn| 86 Fetter Lane| London|
Greater London| United Kingdom
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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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?


The Planning & Services team provides project management & planning|
transformation and business consultancy support to the senior leadership team
of Consumer Operations in Europe| Middle East and Africa and their
disciplines. The _Project Director| Loyalty_ will support the Sr Director of
Planning & Services with the development| project management and pull-through
of the strategy and related projects of Marriott International’s Loyalty
program “Marriott Bonvoy” across Europe| Middle East & Africa. This role is a
maternity cover position until the end of Dec 2020.

Marriott’s Consumer Operations team is accountable to drive demand and top-
line revenues for our hotels through our brands| loyalty program| digital|
sales| distribution| revenue management| and marketing initiatives and
programs. Our loyalty program “Marriott Bonvoy” is a key element of Marriott
International’s efforts to attract and engage with customers and build and
reward their loyalty.

This position will be an integral component in supporting the development of
the EMEA Loyalty Strategy. This position will provide strong consulting and
analytical support and work closely with the Loyalty/Partnerships|
CLS/Operations| HQ Loyalty as well other Consumer Operations and HR teams to
help execute the loyalty integration efforts and any other relevant loyalty
initiatives. Furthermore| this position will have excellent communication and
interpersonal skills as well as experience in training team members. This
position will tactical deployment to ensure successful adaptation of the new
loyalty strategy in our hotels and offices.

The _Project Director_ will also contribute to continually improving and
evolving the support services provided by the Planning & Services team
through the development and enhancements to processes| tools and templates.


The primary responsibilities for this role include:

Acts as EMEA Loyalty Strategy project lead to craft a merged strategy with relevant cross-discipline stakeholders

Collaborates with other subject matter experts to identify gaps in loyalty support structures and create strategies for filling them as needed

Assists with strategy and execution of activities relation to loyalty strategy adoption

Provides recommendations to improve the effectiveness of loyalty processes or activities

Leverages available resources within a cross-functional team to maximize efficiencies and speed to market for all loyalty programmes and services

Work with key stakeholder groups during design and development phase of project to align project needs and gain buy-in

Collaborates on stakeholder presentations to continent leadership during deployment of new programs and services

Supports and reviews development and deployment of loyalty training resources and assets

Refines tracking mechanisms and processes for measuring progress and success against pull through priorities

Actively engages continent stakeholders to refine culture creation model

Develops regular presentations and updates to discipline and senior leaders within EMEA and Marriott head offices

Conducts other duties as appropriate

Expected Contributions:

Assist in the creation of strategic plans| approaches| and processes for the execution of key Consumer Operations initiatives

Develop and maintain detailed project and change management/communication plans with timelines/milestones for various projects

Analyse and monitor high-profile Continent Consumer Operations initiatives to help with reporting and resource prioritization

Compile and prepare information in PowerPoint for various stakeholder meetings with little guidance

Deploy processes and communications that create accountability with project team and drive results

Improve processes| actively seek stakeholder feedback| and lead the delivery of key assignments

Analyse and summarize internal and external data for key stakeholders or meetings

Monitor success of initiatives/projects and existing programs/products/services

Create and maintain productive working relationships across multiple stakeholder disciplines to ensure progress of initiatives

Additional Responsibilities:

Present ideas| expectations and information in a concise and organized manner

Use problem solving methodology for decision making and follow-up

Maintain positive working relations with stakeholders across disciplines

Manage time effectively and conduct activities in an organized manner

Facilitate cross-discipline meetings as required

Inform| update| and provide information to key stakeholders in a timely manner

Complies with Marriott International policies and procedures

Performs other duties as assigned to meet business needs



Previous background in management consulting or project management; experienced professionals with more than five years of relevant industry experience are also encouraged to apply

High proficiency in MS PowerPoint and Excel

Exceptional project management| written and verbal presentation skills

Proven track record managing complex| multifunctional initiatives/projects

3 or 4-year degree from an accredited university; MBA or relevant advanced degree preferred

Experience within hospitality industries and/or loyalty programs preferred


Ability to develop “client-ready” presentations and communicate effectively to a broad range of stakeholders

Strong analytical skills for problem-solving| planning| budgeting and monitoring project work

Ability to quickly gain a clear and comprehensive understanding of strategies| priorities and initiatives and represent them to various stakeholders

Excellent interpersonal and stakeholder management skills

Ability to define and enforce project governance

Excellent eye for detail and ability to review deliverables for completeness and quality


Utilizes/exhibits systemic thinking; gets results by using systems and processes

Seeks input| drives for consensus and obtains closure

Demonstrates balanced judgment under pressure

Actively pursues and supports innovation and continual process improvement

Analytical and makes decisions using data and process| then moves quickly to action

Sets high performance standards for self and others and exhibits strong desire to achieve

Ability to quickly gain the trust and confidence of multiple stakeholders and constituencies

Ability to apply past learning to solve new challenges

Delivers results under potentially difficult conditions

Collaborates and works well in a creative| team-based approach to accomplishing work

Comfortable with complexity| ambiguity| and change

Active learner – able to enhance personal| professional and business growth through new knowledge and experiences