Director Of Client Experience Jobs in Bethesda, MD

JOB SUMMARY

The Senior Manager, Elite Benefits Design and Execution owns the accuracy, integrity, and day-to-day operation of the Marriott Bonvoy Elite tier program, including annual Achiever/Renewer (Year-End) processing, partner and cobrand status integrations, and Paths to Elite offers. This role also serves as a subject matter expert on strategic initiatives shaping the future of the Elite program, including new tier and benefit design, the Loyalty Re-Platform to Salesforce, and Elite Member Recognition efforts. This position partners extensively across Data/Analytics, Finance, Global Technology (GT), Digital, Loyalty Marketing, Global Operations, and CEC to deliver against business objectives within agreed-upon budgets and timelines, and must be equally comfortable managing complex technical/data workstreams and leading forward-looking program design.

CANDIDATE PROFILE

Education and Experience

Required

• Five or more years’ experience in the hospitality OR relevant industry, demonstrating progressive career growth and a pattern of exceptional performance.
• Experience managing and defining transformational strategies for business units.
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
• 4-year degree from an accredited university in Business Administration, Marketing, or related major.

Preferred

• Experience writing functional/technical business requirements and partnering directly with technology teams (e.g., in JIRA or similar tools) to execute cross-functional workstreams
• Experience managing external partner relationships (e.g., airline, retail, or financial services partners), including data reconciliation and requirements alignment
• Strong verbal, presentation and written communications abilities, leveraging data to share updates and recommendations

CORE WORK ACTIVITIES

Own Elite Tier Management and Year-End Processing

• Lead annual Achiever/Renewer (Year-End) processing end-to-end, overseeing 100+ technical tickets across dozens of workstreams in partnership with GT, Digital, and Marketing teams.
• Document and continuously improve Year-End processes to reduce errors and increase accuracy and repeatability year over year.
• Produce member-facing help content and partner with Loyalty Marketing to deploy Year-End member communications.
• Provide regular Elite tier health reporting and program management updates to stakeholders and leadership.

Manage Partner and Cobrand Elite Integrations

• Support data accuracy and reconciliation with strategic partners (e.g., airline status-match partners, cobrand card issuers), including periodic reconciliation cycles.
• Write requirements and lead cross-functional processes for partner reconciliation, liaising with partners and Data/Analytics on analysis and file exchange.
• Document repeatable processes for partner onboarding and maintenance to establish standards for future strategic partnerships.
• Facilitate technical set-up and approvals for Paths to Elite offers, challenges, and status matches with partners.

Create & Lead Various Member Recognition Programs

• Own strategy and end-to-end execution of the Elite Birthday Recognition program, from concept through launch and ongoing operations.
• Partner with Gift Card, Data, and Digital Marketing teams to build, test, and deploy audience pulls, gift cards, and member communications.
• Manage program rollout to hotels and Global Operations, including knowledge articles, FAQs, and communications.
• Monitor program performance and evolve strategy as the program expands to new audiences.
• Support other Elite benefits as needed to drive recognition of valuable members

Serve as subject matter expert on Elite Benefits, across various touch points

• Manage the Elite Terms and Conditions and FAQs
• Manage/provide Member support and training for CEC, Social and PR
• Support the Loyalty Replatforming effort and the design of Future Elite Tiers and Benefits based on expertise of current state

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.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.

Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.