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Sr Manager, PMO, Customer

Shanghai Operations
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JOB SUMMARY

Senior Manager, PMO, Customer serves as a thought partner and execution backbone to the Managing Vice President, Customer, GC and the Customer Leadership Team. The role is responsible for shaping and orchestrating customer strategy planning, ensuring rigorous budget governance, and driving disciplined cross‑functional project management across marketing, loyalty, brand, design, partnerships, communications, and related customer-facing disciplines.

Success in this role requires strong strategic thinking, financial acumen, and the ability to operate across ambiguity—connecting strategy to execution and ensuring priorities are delivered with pace, clarity, and impact.

This role is responsible for:

1. Strategic Planning & Thought Partnership

  • Act as a trusted thought partner to the MVP and Customer LT on customer strategy, annual operating plans, and multi‑year strategic priorities.
  • Lead integrated strategic planning across customer disciplines (marketing, loyalty, brand, partnerships, design, comms), ensuring alignment to enterprise goals and regional business priorities.
  • Translate strategy into clear priorities, roadmaps, and success metrics, balancing ambition with execution feasibility.
 

2. Budget Tracking & Financial Governance

  • Own customer group budget governance, including annual planning, in‑year tracking, variance analysis, and investment prioritization.
  • Establish and maintain transparent budget tracking mechanisms across customer initiatives and workstreams.
  • Partner with Finance and functional leaders to ensure disciplined resource allocation, ROI focus, and timely risk escalation.
  • Support leadership decision‑making with fact‑based financial insights and scenario analysis.
 

3. Cross‑Discipline Project & PMO Governance

  • Serve as the PMO lead for the Customer Group, setting standards for project governance, cadence, and reporting.
  • Oversee a portfolio of cross‑functional, high‑impact initiatives, ensuring clear ownership, milestones, dependencies, and risk management.
  • Drive consistent ways of working across disciplines, improving speed, accountability, and collaboration.
  • Act as a central point of coordination for global, and GC‑led initiatives, ensuring local priorities are well represented and delivered.

 

Core Capabilities & Competencies

Strategic & Analytical Strength

  • Strong ability to frame ambiguous problems, connect dots across functions, and develop structured, data‑driven recommendations.
  • Comfortable operating between strategy and execution, with a bias toward action and outcomes.

Financial & Operational Rigor

  • Demonstrated experience in budget management, tracking, and performance measurement.
  • Ability to balance strategic intent with operational constraints and trade‑offs.

Influence & Stakeholder Management

  • Proven ability to influence without authority across senior leaders and diverse stakeholder groups.
  • Excellent communication skills, with the ability to tailor messages for executive, functional, and working‑level audiences.

Change & Ambiguity Leadership

  • Thrives in fast‑changing, complex environments; brings structure, clarity, and calm to ambiguity.
  • Comfortable challenging status quo and driving continuous improvement in ways of working.

 

CANDIDATE PROFILE 

Experience & Qualifications

  • Bachelor’s degree in Business, Marketing, Strategy, Hospitality, or related field.
  • 7–10 years of relevant experience in strategy, consulting, PMO, or complex cross‑functional roles.
  • Prior experience in customer, marketing, loyalty, digital, or brand‑related domains strongly preferred.
  • Consulting background or enterprise PMO experience is a strong advantage.
  • Excellent written and verbal communication skills in English; Mandarin highly preferred.

 

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. 

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.