Peggy Fang Roe, Global Officer, Customer Experience, Loyalty & New Ventures, oversees the company’s award-winning loyalty program, Marriott Bonvoy, as well as the development of new business initiatives, and the Marriott customer experience.
In this role, she is responsible for orchestrating the end-to-end guest experience and the development of new ventures to accelerate customer engagement, including the continued growth of Marriott Bonvoy globally.
Previously, Peggy provided strategic leadership to over 21 countries, 23 brands, and more than 700 open hotels as the Chief Sales and Marketing Officer for the Asia Pacific region. In that role, Peggy was focused on building the customer base, adapting Marriott International brands and loyalty program to the local market, managing $100 million in sales, digital and marketing spend, guiding a salesforce of 5000+ associates, and driving the company’s distribution and pricing strategy. Peggy also led the sales and marketing integration of Marriott and Starwood in the Asia Pacific region and most recently provided the business leadership that has resulted in the Marriott International joint venture with Alibaba.
Peggy is also passionate about education and supporting the development of women. She co-founded the Marriott Women in Leadership initiative in Asia Pacific in 2014 and is a board member of the Hong Kong chapter of the Asian University for Women. Peggy also serves on the Board Committee for Advancement at Hong Kong International School.
Prior to her role as CSMO, Peggy held multiple roles at corporate headquarters, including on the Operations, Brand Marketing, and Brand Management teams. She has led a number of innovation initiatives, including the successful redesign of the TownePlace Suites brand, spa concept development for JW, evolution of meeting space design and an inspiration and mobile platform for meeting planners.
Peggy has more than 16 years of experience in the hotel industry. Prior to joining Marriott, she worked for GE Capital, Amazon.com, and Homestead.com in Silicon Valley. Peggy received her master’s degree from Harvard Business School and bachelor’s degree in Organizational Behavior from the University of Michigan. She is currently splitting her time between Bethesda Maryland and Hong Kong where she lives with her husband and two children.