Marriott Senior Director, Luxury Intelligence - Bethesda, Maryland
Schedule: Full-Time
Located Remotely? No
Relocation? No
Position Type: Management
JOB SUMMARY
The Senior Director, Luxury Intelligence plays an instrumental role in providing strategic leadership and direction in the development and implementation of luxury-specific customer and topline revenue intelligence and insights. The Sr. Director of Luxury Intelligence will be responsible for developing and executing strategies that leverage data-driven insights to enhance our luxury brands. This role requires a deep understanding of luxury market trends, guest preferences, and competitive positioning. The ideal candidate will possess a strategic mindset, strong analytical skills, and a passion for luxury hospitality. This role requires a proactive and experienced leader who can effectively articulate complex ideas, build consensus, and drive meaningful conversations at many senior levels of the organization.
CANDIDATE PROFILE
Education and Experience Required:
- MBA or equivalent advanced degree required AND ten or more years of professional experience in luxury market insights, strategy, or consultative roles, demonstrating progressive career growth and exceptional performance.
- Proven track record of developing and implementing successful luxury market strategies.
- Strong analytical skills with the ability to translate data into meaningful insights.
- Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
- Deep understanding of luxury consumer behavior and market dynamics.
- Proficiency in data analysis tools and software.
- Experience leading cyclical enterprise planning and strategy.
- Demonstrated ability to work in a fast-paced, dynamic environment with a high degree of flexibility.
CORE WORK ACTIVITIES
Developing and Implementing Strategy; Driving Innovation:
- Create and execute a luxury intelligence strategy that aligns with Marriott Luxury’s business objectives.
- Integrate luxury intelligence into brand strategies and operational plans.
- Direct and oversee market research initiatives to identify emerging trends, consumer preferences, and competitive landscape within the luxury and luxury hospitality industry.
- Monitor market dynamics, competitor movement, and emerging trends in luxury hospitality and identify opportunities for innovation.
- Partner with VP of Luxury Strategy in the Strategic Planning Process. Recommend the right measurement and targets against the Luxury Group’s strategic goals and initiatives.
- Identify opportunities to support growth strategy, leveraging external research from industry and consumer trends, development, and financial data.
Transforming customer feedback into actionable insights:
- Support Luxury Operations in their mission to elevate all areas of guest experience, to drive satisfaction, engagement, and loyalty, while driving premium pricing and HNW customer loyalty.
- Evaluate customer feedback and behavior and transform into actionable insights and strategic initiatives that drive meaningful improvements in hotel product, service, and overall customer experience.
Acting as a change agent and communicating effectively with senior leaders:
- Serve as a trusted advisor and thought leader to senior leadership, including the Luxury Group President, Brand Leaders, and Continent Managing Directors, proactively providing insightful analysis, strategic recommendations, and thought-provoking insights that challenge conventional thinking and drive informed decision-making.
- Collaborate closely with VPs of Strategy, Luxury Operations, Marketing, PR, and other key stakeholders to identify opportunities and address challenges. Drive constructive dialogue and consensus-building to ensure alignment in measurement of success.
Measuring Performance and Ensuring Data Integrity and Accuracy:
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness of luxury initiatives.
- Provide regular performance reports and actionable insights to drive continuous improvement.
- Develop complex measurement plans, oversee advanced customer behavior analyses, and provide recommendations to brand leaders to inform marketing, communication, sales, and brand strategy.
- Conduct in-depth performance analysis and connect different topline, loyalty, and customer metrics to identify opportunities to drive financial results.
- Develop efficient data collection and analysis processes, ensuring the accuracy and reliability of insights.
Managing Projects and Priorities:
- Develop specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.
- Provide direction and assistance to other teams regarding projects. Determine priorities, schedules, plans, and necessary resources to ensure completion of any projects on schedule.
- Analyze information and evaluate results to choose the best solution and solve problems.
- Think creatively and practically to develop, execute, and implement new plans or programs. Generate and provide accurate and timely results in the form of reports, presentations, etc.
- Plan, develop, implement, and evaluate the quality of the teams’ operations.
Managing and Conducting Human Resources Activities:
- Interview and hire employees.
- Promote the fair and equitable treatment of employees.
- Foster employee commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with customers and employees.
- Incorporate customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Set goals and expectations for direct reports using the performance review process and hold staff accountable for performance goals.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.
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