VP, Luxury Client Relationship Management

Luxury Client Relationship Management Leader

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
• Build Clienteling Capability and Infrastructure
• Drive Customer Acquisition, Retention, and Portfolio Growth
• Create an Invitation-Only Luxury Ecosystem
• Partner with GSO and Luxury Travel Advisors
• Deliver Luxury Portfolio Revenue
• Build Organizational Capability

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.