Senior Manager, Loyalty Operations & Program, Off-Folio, APEC

POSITION SUMMARY Based in Singapore and reporting to the Director, Loyalty Operations & Program, APEC, the Senior Manager supports the effective delivery, adoption, growth and continuous improvement of Marriott Bonvoy Off-Folio programs across the region. The role partners with APEC Hotels, Operations, Food & Beverage, Marketing, Partnerships, IT, Finance, Legal, Growth, vendors and HQ teams to strengthen member engagement, drive program performance and support hotel-level execution. This position combines Off-Folio loyalty operations, program governance, vendor management, performance reporting, training and enablement, transformation projects and stakeholder engagement. The Senior Manager serves as a key subject matter expert for loyalty programs for off-folio, including Earn & Redeem, Club Marriott and other Restaurant & Bar, Spa and Golf programs. The role ensures that program policies, operational processes, resources and enhancements are effectively communicated, adopted and executed across APEC. KEY RESPONSIBILITIES Operations & Program Governance Drive hotel execution and adoption of Marriott Bonvoy Off-Folio programs, enhancements and regional priorities across APEC, including Earn & Redeem, Club Marriott and other Restaurant & Bar, Spa and Golf programs. Lead the communication and regional implementation of program updates, policy changes, enhancements and operational requirements, ensuring that stakeholders are informed, prepared and supported. Serve as a subject matter/ technical expert for Operations leaders, Food & Beverage teams, franchise teams, hotel teams, vendors and area & property loyalty champions, providing program guidance, troubleshooting support and operational expertise. Support the governance, maintenance and continuous improvement of Off-Folio program resources, including policies, terms and conditions, operating standards, playbooks, job aids, FAQs, technical guides, toolkits and internal knowledge repositories. Partner with hotel loyalty champions to drive Off-Folio program engagement, best-practice sharing, capability building, recognition and accountability across the region. Support the resolution of complex customer and hotel escalations by coordinating with properties, regional Operations, vendors and HQ policy teams to facilitate appropriate and consistent outcomes. Collaborate with Operations, Food & Beverage, Marketing, Partnerships, IT, Finance, Legal, Growth and HQ teams to support program delivery, operational improvements, remediation efforts and issue resolution.. Vendor & Program Management Manage vendor relationships and performance, portal operations, program setup and ongoing operational support to ensure effective program delivery and timely issue resolution. Establish clear vendor performance expectations, monitor agreed deliverables and service standards, and follow through on corrective actions and improvement opportunities. Coordinate with Legal, Finance, IT, vendors and HQ teams on contracts, finance processes, program requirements, system enhancements and property-level issues. Training & Enablement Develop and deliver training, enablement and outlet readiness initiatives, including virtual and in-person training, webinars, office hours and supporting resources, to drive program adoption, operational excellence and hotel/ outlet capability building. Performance & Reporting Drive and monitor program and operational performance, member engagement, enrollments and adoption, partnering with regional and hotel teams to identify opportunities and implement targeted improvement plans. Analyze Off-Folio program performance data and translate insights into concise reports, recommendations and executive-level presentations for regional and senior leadership. Initiatives & Projects Design and execute loyalty engagement, rewards, recognition and promotional programs that support member participation, customer engagement and business performance objectives. Lead or support loyalty transformation projects, digital enablement initiatives and strategic regional priorities, partnering with cross-functional teams to drive implementation, stakeholder alignment and operational readiness. Provide direction, coaching and oversight to the Loyalty Operations Projects team, ensuring effective delivery of project coordination, stakeholder follow-up, reporting, documentation and operational support. Set clear priorities and expectations for assigned work to Loyalty Operations Projects team, monitor progress and provide guidance to ensure activities are completed accurately and within agreed timelines. • Support member events, activations, pilot programs and other Off-Folio and broader Marriott Bonvoy loyalty initiatives as required. CANDIDATE PROFILE Experience and education Bachelor’s degree in Hotel Management, Business, Marketing or a related discipline. At least 6-8 years of relevant experience in loyalty, hotel operations, Food & Beverage, guest services, sales and marketing, or program management. Experience in loyalty program management, hotel technology or Food & Beverage operations is highly valued. Experience working in a regional or international environment is an advantage. Vendor management experience is an advantage. Skills and attributes Strong understanding of loyalty programs, member experience and hotel-level performance drivers. Proven project management skills and the ability to manage multiple stakeholders in a matrixed environment. Strong analytical, problem-solving and decision-making capability, with the ability to interpret data and provide recommendations. Clear written, verbal and presentation skills, with confidence engaging senior leaders and vendors. Collaborative, adaptable and self- driven, with a strong focus on results and service. Advanced proficiency in Microsoft Office applications, including Word, Excel and PowerPoint, and experience using Teams and SharePoint collaboration tools. 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.