VP, Luxury Client Relationship Management

JOB SUMMARY

The Global leader for Luxury Client Relationship Management is responsible for defining, building, and scaling Marriott International’s global HNW and UHNW relationship-management ecosystem to drive acquisition, retention, lifetime value, and share of wallet among High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) customers.

This leader will establish the operating model, technology ecosystem, processes, talent strategy, and performance framework required to move Marriott from hospitality-led interactions to intentional, portfolio-wide relationship management for luxury customers. The role serves as the enterprise leader responsible for transforming how Marriott identifies, engages, develops, and retains HNW and UHNW customers through personalized clienteling, data-driven insight, invitation-only experiences, between-stay engagement, and coordinated cross-brand recognition.

The position partners closely with Luxury, Brand, Marketing, Loyalty, Sales, Revenue Management, Distribution, Data & Analytics, Technology, Continent teams, and affinity partners to create a global model with continent nuance that builds desirability, strengthens customer preference, deepens advisor advocacy, and drives measurable incremental revenue.

Success measures include:

· Growth in HNW and UHNW customer acquisition

· Improvement in HNW customer retention and repeat engagement

· Increased customer lifetime value and share of wallet

· Growth in Luxury portfolio revenue attributable to HNW initiatives

· Expansion of luxury cross-brand engagement globally

· Customer satisfaction and advocacy among priority customer segments

· Adoption and utilization of clienteling tools, processes, and relationship-management standards

· Successful implementation of global clienteling capabilities and operating model

· Growth in portfolio-wide engagement, cross-property recognition, and multi-destination luxury journeys

· Increased engagement through invitation-only experiences, luxury membership concepts, and cultural or affinity-based programming

· Improved ease of doing business and relationship strength with luxury travel advisors and GSO partners

CANDIDATE PROFILE

Education and Experience Required

· Bachelor’s degree in business, marketing, hospitality, customer experience or related discipline

· 12+ years of progressive leadership experience in luxury hospitality, luxury retail, private client services, sales, customer relationship management, marketing, or customer experience

· Proven experience building and scaling customer-centric capabilities, programs, or organizations

· Demonstrated success leading large-scale transformation initiatives across complex matrix organizations

· Experience managing executive-level stakeholder relationships and influencing without direct authority

Education and Experience Preferred

· Experience in luxury retail clienteling, client development, VIP customer management, or private-client programs

· Global leadership experience across multiple regions and cultures

· Deep expertise with CRM platforms, customer analytics, personalization technologies, and loyalty ecosystems

· Experience leading high-performing global teams

CORE WORK ACTIVITIES

Define the Global Luxury Relationship Management Strategy

· Establish the vision, strategy, and roadmap for Marriott’s HNW and UHNW acquisition, retention, and relationship growth

· Design the operating model, governance structure, processes, and standards required to deliver clienteling at scale

· Create a differentiated approach to attracting, engaging, and retaining HNW and UHNW customers across the Luxury portfolio, with the relationship anchored in the portfolio rather than an individual property

· Partner with Luxury leadership, broader Customer and Sales teams, GSO, Distribution, Revenue Management, and Continent teams to balance global consistency with local market needs

· Serve as the global leader for HNW throughout the organization

Build Clienteling Capability and Infrastructure

· Lead the development of the technology ecosystem required to support clienteling, including customer profiles, preference management, segmentation, referral management, and workflow tools

· Partner with Data and Technology teams to establish a unified view of luxury customers across brands and geographies

· Drive implementation of customer intelligence and personalization capabilities that enable relationship-based engagement

· Establish processes to capture, maintain, and activate customer preferences and behavioral insights

· Define relationship-manager roles, handoffs, service expectations, and workflow standards that enable one coordinated relationship across brands, properties, destinations, and customer touchpoints

· Ensure appropriate governance related to customer data, privacy, and compliance

Drive Customer Acquisition, Retention, and Portfolio Growth

· Develop strategies that identify and attract new HNW and UHNW customers

· Create programs that deepen engagement, increase loyalty, and expand share of wallet across the Luxury portfolio

· Design approaches that strengthen customer lifetime value through personalized relationships, curated experiences, destination intelligence, and proactive between-stay engagement

· Establish customer engagement strategies that leverage Marriott’s brands, experiences, partnerships, and loyalty assets

· Develop a luxury membership construct above traditional loyalty, where status signals belonging, access, recognition, and experiences unavailable for purchase rather than nights stayed alone

· Continuously evaluate market trends and competitor activity to identify new opportunities

· Represent Marriott externally with strategic partners, luxury industry organizations, and high-value customer communities

· Influence enterprise priorities and investment decisions that support customer growth objectives

Create an Invitation-Only Luxury Ecosystem

· Develop global frameworks for invitation-only experiences, private dining, behind-the-scenes cultural access, fashion week and art fair programming, and exclusive Reserve journeys across multiple destinations

· Create exclusive events, cultural access, affinity partnerships, and recognition programs that strengthen emotional loyalty and relevance with priority luxury customer segments

· Ensure a seamless end-to-end customer experience across brands, properties, destinations, and touchpoints, including recognition, preferences, milestone outreach, and portfolio-wide surprise-and-delight moments

· Champion innovation that elevates the experience of Marriott’s most valuable customers

· Align stakeholders around a unified view of the luxury customer and a common clienteling strategy

· Elevate multi-property relationships by enabling curated itineraries, cross-property celebrations, shared guest preferences, and consistent recognition across the luxury portfolio

Partner with GSO and Luxury Travel Advisors

· Partner with GSO to make Marriott the easiest luxury hospitality company for travel advisors to do business with

· Define advisor-facing relationship standards, referral processes, access models, and service expectations that strengthen advocacy among luxury travel advisors

· Leverage advisor insight, customer intelligence, and GSO relationships to improve acquisition, trip orchestration, issue resolution, and ongoing customer engagement

Deliver Luxury Portfolio Revenue

· Establish KPIs and business performance measures that connect clienteling activities to revenue and customer growth

· Drive accountability for customer acquisition, customer retention, customer lifetime value, share of wallet, and luxury portfolio revenue growth

· Utilize customer data and analytics to optimize investment decisions and identify growth opportunities

· Regularly communicate business impact performance insights, and strategic recommendations to senior leadership

Build Organizational Capability

· Recruit, lead, and develop a high-performing global clienteling organization

· Define capability requirements, role structure, and career paths for emerging clienteling teams

· Establish training, service standards, advisor engagement practices, and relationship-management best practices

· Foster a culture that combines luxury hospitality, relationship management, personalization, cultural relevance, discretion, and commercial accountability

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.