Senior Director, Luxury Intelligence

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 or Twelve or more years of professional experience in luxury market insights, strategy, or consultative roles, demonstrating progressive career growth and exceptional.
• 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, 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, customer metrics to identify opportunities to drive financial results.
• Develop efficient data collection and analysis processes, ensuring the accuracy and reliability of insights.
• Partner with various stakeholders in other Intelligence disciplines, Data Strategy, Finance and IT to collect data and performance 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.
• Provide recommendations to improve the effectiveness of processes or programs.

Leading Discipline Team

• Champion leaders’ vision for product and service delivery.
• Present a collaborative leadership style, with a focus on building consensus and fostering a culture of teamwork and accountability.
• Work with direct reports and peers to develop and implement strategies and goals. Communicate a clear and consistent message regarding goals to produce desired results.
• Make and execute the necessary decisions to keep the team moving forward toward achievement of goals, including managing resources, capacity and prioritization.
• Provide targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.
• Create a team environment that encourages accountability, high standards, and innovation.
• Lead by example demonstrating self-confidence, energy and enthusiasm.

Managing and Conducting Human Resources Activities

• Interview and hire employees.
• Promote the fair and equitable treatment of employees.
• Facilitate regular, ongoing communication in department (e.g., staff meetings).
• 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.
• Solicit employee feedback.
• Utilize an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns.
• Promote adherence to policies consistently, follow disciplinary procedures and document items according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented and communicate follow-up actions to the team as necessary.
• Identify talents of direct reports and their teams and assist with their growth and development plans.

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.