This critical leader in the Marriott Digital organization will oversee core commerce experiences and the overall web product roadmap for Marriott’s digital business ambitions. Including account creation, product catalog, search & book, the shopping cart and payments path – across all user channels, owned and 3rd party (e.g. What’s App, Instagram, Partners etc.). He/she will oversee the roadmap for commerce and account functionality, with relentless focus on the end to end conversion funnel KPIs and performance metrics. Responsibilities will include key revenue areas including lodging, credit card, insurance and other 3rd party products. This individual will be a thought leader in the evolving the digital ecosystem and product roadmaps, a catalyst for innovation and new thinking, and a developer and leader of people, across direct reports, cross-functional, matrixed teams, contract resources, and key software partners. This executive should also be an experienced storyteller and evangelist, communicating the need for data-driven decision making, prioritization and execution of key strategies needed to optimize performance of digital commerce and revenue across channels.
The ideal candidate is a proven digital leader with experience in omni-channel product management and commerce for global brands, and the ability to lead, and motivate large teams through execution, understands the value of and can apply good conversion funnel optimization techniques, demonstrates analytical and financial management acumen, and ultimately has a passion for the travel business and delivering great products that consumers love.
CORE WORK ACTIVITIES
Drive ongoing development and optimization of commerce capabilities and performance Strategy and product development • Develop and socialize Marriott’s Digital growth vision, strategies, prioritized customer needs, roadmap and associated business cases • Work with cross-functional teams to develop new capabilities and lead to business outcomes leveraging Product, Marketing, User Experience, Partnerships, Analytics and Engineering resources. • Build a culture of frequent and open KPI reviews, goal setting and active optimization across Digital demand-generation efforts and customer channels. • Direct the development of an industry leading digital travel experience that showcases Marriott’s portfolio of hotel brands and other travel offerings, while effectively engaging digital users. • Leverage the power of our loyalty program and digital best practices to create a clear and enticing value proposition for account creation and activation. • Refine and improve data/insights to deepen understanding of customer behavior, product adoption, and optimization opportunities. • Develop approach to continually test, learn and leverage findings to grow full funnel conversion across products, increase average order value, and digital revenue overall. • Stay attuned to current and future digital market trends, communicate within the organization and drive to prioritize testing and pursuit of key capabilities that could drive value for Marriott International.
Globalization • Partner closely with digital leaders around the world on the development of global and localized commerce strategies that enable effective, relevant experiences and messaging that can be activated locally while benefitting the Global business. • Provide strategic insights, recommendations and partnership with continent leaders to fully leverage our global platform for driving global capabilities. • Align Marriott’s Digital Commerce product strategies with Continent needs – ensuring we solve for global and local nuances where appropriate.
Mind the Store • Help to develop and communicate comprehensive dashboards with KPI’s aligned to team, department, digital-wide and organizational goals. • Partner closely with the Global Brand & Marketing and Loyalty teams to maximize the value from all traffic sources and digital segmentation and personalization strategies. • Ensure team members communicate results to all team members and stakeholders through frequent interactions and other communications. • Oversee funnel analysis and drive revenue optimization activities, partnering with Product, Digital Research, Marketing, Loyalty and Measurement & Analytics teams to implement a programmatic approach. • Monitor, steer, and communicate demand trends and source / destination market performance across products, while illustrating the impact to the overall performance of Marriott.com. • Develop a customer-centric culture with a focus on data-driven decisions.
Build a performance management culture • Create structure to openly share results of key performance indicators (e.g. bounce rate, funnel conversion) for Marriott digital channels with leadership, digital team, and executive stakeholders driving towards actionable insights. • Drive individual accountability models that support aligned product, marketing, and overall business goals.
Lead Discipline Team & Developing Associates • Promotes a culture of respect as well as the fair and equitable treatment of employees. • Maintain high performance levels by attracting and retaining strong leaders, developing people, managing performance, building career paths, and aligning performance and rewards to company goals. • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals. • Identify skillset gaps and further develop digital capabilities amongst team members and agencies and partners to better support strategic growth. • Facilitates regular, ongoing communication in department (e.g., staff meetings, town halls). • Further establish a team culture that embraces innovation and rewards risk taking and test/learn cycles. • Support individual team and department-wide efforts to improve Digital team culture and work environment as reflected in annual AOS results. • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals. • Solicits employee feedback. • Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating Procedures.
Deliver Executive communication • Regularly develop and deliver updates to all levels of Executives through in- person presentations, conferences, and email updates. • Present digital commerce product strategy and results at key internal/external updates including: Continent forums, Executive updates, Owner/Franchisee meetings, etc. • Represent Marriott as an industry expert through presentations at internal and external conferences. Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Required Education and Experience
• 4-year degree from an accredited university in Business Administration, Marketing, or Technology or related major • 12 or more years’ work experience, with 5 or more year’s digital commerce experience • 5 or more years’ experience leading people and cross-functional teams toward business outcomes • Demonstrated success managing large-scale transactional digital platforms • P&L and/or performance management experience at a digitally forward company • Demonstrated knowledge of merchandising and digital retail commerce best practices with and a focus on emerging consumer behaviors and technologies • Experience leading a data leveraging current digital analytics and performance management software and deep familiarity with A/B and MVT research methodologies. • Demonstrated experience and comfort with digital measurement, tracking methods, analysis to generate business insights • Demonstrates self-confidence, energy and enthusiasm, with ability to attract, develop and retain talent • Effective written and oral communications skills; sensitivity to global workforce, customer and communication needs • Demonstrated strong presentation, negotiation, and persuasion skills with experience building business cases to drive investment and resource decisions • Ability to solve problems quickly, think creatively, and satisfy digital speed-to- market requirements • Dynamic interpersonal skills; team player that works well with counterparts from various functions/departments with the ability to influence the work of counterparts without direct reporting accountability
Preferred Education and Experience • MBA or advanced degree in business management • Experience leading in data-driven product management organizations, with agile development methodologies preferred
Internal Number: 20021269
About Marriott International
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