Senior Manager, Loyalty Operations & Program- Projects, APEC

POSITION SUMMARY

Based in Singapore and reporting to the Director, Loyalty Operations & Program, APEC, the Senior Manager supports the successful deployment, implementation, adoption and ongoing sustenance of loyalty initiatives across the region. The role partners with APEC Hotels, Operations, IT, vendors, HQ teams and cross-functional stakeholders to drive rollout execution, hotel readiness and operational excellence for Marriott Bonvoy programs and capabilities.
 

This position combines project management, deployment planning, stakeholder engagement, change management, training facilitation and performance reporting. Working closely with the Assistant Manager, the Senior Manager oversees implementation activities, rollout governance, operational support and post-launch stabilization to ensure loyalty programs are effectively deployed, adopted and sustained across APEC.

KEY RESPONSIBILITIES

Project Delivery & Deployment

• Lead the deployment, rollout and implementation of loyalty initiatives across APEC, ensuring projects are delivered effectively and aligned with business objectives.
• Develop and manage implementation plans, project timelines, milestones, risks, dependencies and governance processes to support successful delivery.
• Coordinate hotels, vendors, Operations, IT and cross-functional stakeholders to support implementation readiness, issue resolution and deployment execution.
• Support pilot programs, testing activities, launch planning, go-live activities, post-launch stabilization efforts and broader Marriott Bonvoy loyalty initiatives as required.
   

Program Sustenance & Operational Support

• Partner with the Off-Folio team to support the ongoing sustenance, adoption and operational success of deployed loyalty programs.
• Monitor program adoption, identify operational challenges and coordinate remediation plans with relevant stakeholders.
• Track implementation feedback, enhancement opportunities and operational issues, ensuring timely follow-up and resolution.
• Support continuous improvement efforts that strengthen program performance, user experience and hotel adoption.
   

Change Management, Communications & Enablement
 

• Develop and execute deployment communications, readiness activities and adoption plans to support successful program rollout.
• Facilitate virtual and in-person training sessions, webinars, workshops, office hours and launch support activities.
• Partner with Rooms and Off-Folio teams to support training delivery, hotel readiness and capability building across participating hotels.
• Coordinate training logistics, communications, stakeholder participation and readiness tracking.

Governance & Reporting

• Monitor project progress, deployment milestones, risks and dependencies, providing timely updates to leadership and project stakeholders.
• Prepare project status reports, executive presentations, implementation updates and deployment communications.
• Track deployment KPIs, implementation progress and adoption metrics to evaluate rollout effectiveness and identify improvement opportunities.
• Maintain project documentation, governance records, implementation trackers and action logs.
   

Stakeholder Engagement

• Build and maintain effective working relationships with hotels, vendors, Operations, IT, HQ teams and regional stakeholders.
• Facilitate project meetings, readiness reviews and deployment discussions to drive alignment, accountability and execution.
• Act as a key point of coordination between business stakeholders and implementation teams throughout the deployment lifecycle.
   

People Leadership
 

• Provide direction, coaching and oversight to the Assistant Manager, ensuring effective delivery of project coordination, reporting, deployment tracking and operational support activities.
• Delegate responsibilities, monitor progress and support professional development to ensure successful execution of deployment and sustenance activities.

CANDIDATE PROFILE

Experience and education

• Bachelor’s degree in business, Hotel & Restaurant Management, or a related discipline.
• At least 6-8 years of relevant experience in project management, program deployment, operations, hospitality, implementation support or change management.
• Experience leading large-scale deployments, hotel rollouts, systems implementations or cross-functional initiatives is highly valued.
• Experience working in a regional and matrixed environment is preferred.
• Hospitality, loyalty program, Food & Beverage or hotel operations experience is an advantage.

Skills and attributes

• Strong project management, strategic planning and problem-solving capabilities, with the ability to manage complex initiatives in a matrixed environment.
• Proven ability to lead cross-functional teams, influence stakeholders and drive alignment across diverse groups.
• Strong analytical, structured thinking and business case development skills, with the ability to translate insights into actionable recommendations.
• Excellent communication and presentation skills, with confidence engaging senior leadership audiences.
• Strong change management capability, including stakeholder engagement, organizational alignment and adoption planning.
• Collaborative, adaptable and self-directed, with the ability to navigate ambiguity and drive results
• Advanced proficiency in Microsoft Office applications, including Excel and PowerPoint, with strong reporting and presentation skills.

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.