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 experi…