Senior Manager - Loyalty Operations & Program, APEC

POSITION SUMMARY

Based in Singapore and reporting to the Director, Loyalty Operations & Program, APEC, the Senior Manager supports the effective delivery and growth of Marriott Bonvoy across hotels in the region. The role partners with Operations, Marketing, Digital, global teams and hotel-based loyalty champions, to strengthen member experience, program performance and property adoption.

This position combines program execution, performance reporting, training, communications and hotel support. It translates Marriott Bonvoy requirements into practical, scalable resources and helps resolve operational and technical issues across APEC.

KEY RESPONSIBILITIES

• Drive hotel execution of Marriott Bonvoy initiatives, including Earn & Redeem, member acquisition and program enhancements.
• Monitor loyalty KPIs, identify performance gaps and partner with regional and hotel teams on targeted improvement plans.
• Serve as a trusted program resource for Operations leaders, franchise teams and hotel loyalty champions, providing practical guidance and troubleshooting support.
• Develop and deliver clear training, job aids, technical guides and communications tailored to varied stakeholders and market needs.
• Build engagement through regular touchpoints, best-practice sharing, recognition and accountability across the loyalty champion network.
• Analyze and summarize loyalty performance data and prepare concise reports and presentations for regional and senior stakeholders.
• Coordinate with cross-functional and global teams to maintain accurate resources, support audits and resolve property-level process or system issues.
• Support member events, activations, office hours, openings and other priority initiatives as required.
• Maintain project documentation and travel within the region as needed; approximately 50% travel is expected in a normal operating environment.

CANDIDATE PROFILE

Experience and education

• Bachelor’s degree in Hotel Management, Business or a related discipline.
• At least five years of relevant experience in hotel operations, loyalty, guest experience, consumer marketing or program delivery.
• Hotel operations experience, particularly in Front Office or Guest Relations, is highly valued.
• Knowledge of Marriott systems such as Opera PMS, GXP, MARSHA and MRDW is preferred.

Skills and attributes

• Strong understanding of loyalty programs, member experience and hotel-level performance drivers.
• Clear written, verbal and presentation skills, with the confidence to engage varied audiences.
• Strong analytical, problem-solving and organizational capability, with attention to detail.
• Ability to manage multiple priorities and stakeholders in a fast-paced, matrixed and culturally diverse environment.
• Collaborative, adaptable and self-directed, with a strong focus on results and service.
• Proficiency in Excel, PowerPoint, Teams and SharePoint; comfort using AI tools to improve productivity is an advantage.

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.