Loyalty Manager

Roles and responsibilities

In this pivotal role, you will be responsible for executing the loyalty strategy and member experience specifically for Fairmont and Raffles guests within the ALL program. You will play a key role in maximizing guest engagement, retention, and revenue generation through our loyalty program. In this role you will be reporting to the Global Executive Director of Hotel Support & Loyalty.

• Drive and implement the loyalty strategy for Fairmont & Raffles hotels within the ALL program, ensuring alignment with the broader Accor Live Limitless vision.
• Support the hotels loyalty champions (Heads of Department: Front Office, F&B, Sales) to deliver on all operational requirements
• Lead the analysis and optimization of program benefits, tiers, and redemption options to enhance guest value and drive program participation.
• Delivery of the program and systems training to front line colleagues and any other concerned departments, along with the hubs
• Manage induction and training for new recruits/new hotels on an ongoing basis
  

Qualifications

• 6+ years of experience in loyalty program management, ideally within the hospitality industry.
• Excellent analytical and problem-solving skills with the ability to leverage data insights to inform strategic decisions.
• Knowledge of ALL – Accor Live Limitless will be a strong advantage.
• Exceptional communication and interpersonal skills
• Proven Loyalty management expertise and knowledge of Loyalty programs
• Proven experience in successfully navigating complex organizations and driving progress with peer teams to achieve company goals.
• Excellent interpersonal skills; can influence and build strong relationships
• Analytical mindset; can gather, interpret, and leverage data for strategic decision-making.
  

Additional Information

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Desired candidate profile

1. Program Design and Strategy

• Developing Loyalty Programs: Create effective loyalty programs that meet customer needs and drive retention.
• Strategic Planning: Plan long-term strategies for customer engagement, ensuring that the loyalty program aligns with business objectives.
• Customization: Tailor programs based on customer segmentation to appeal to different consumer demographics.

2. Customer Insights and Data Analysis

• Data Collection and Analysis: Collect and analyze customer data to understand behaviors, preferences, and trends.
• Customer Segmentation: Segment customers based on their behavior, purchase history, or demographics to create targeted loyalty offers.
• Performance Monitoring: Use KPIs and analytics to track the performance of loyalty programs, and optimize them based on findings.

3. Communication and Relationship Management

• Customer Communication: Develop strategies to communicate loyalty offers to customers through email, SMS, app notifications, or in-store promotions.
• Relationship Building: Build long-term relationships with loyal customers by keeping them engaged and satisfied.
• Personalization: Personalize rewards and offers to enhance the customer experience and make them feel valued.

4. Cross-functional Collaboration

• Working with Marketing Teams: Collaborate with the marketing team to promote loyalty programs through campaigns and digital marketing efforts.
• Sales Coordination: Align loyalty strategies with sales objectives to ensure a seamless customer experience.
• Customer Service Integration: Work with customer service teams to address any issues or complaints related to the loyalty program.

5. Technology Proficiency

• CRM Tools: Use Customer Relationship Management (CRM) software to track and manage customer interactions and loyalty points.
• Loyalty Software: Work with loyalty management platforms to automate and streamline the program.
• Mobile App Management: Oversee loyalty program integration with mobile apps, websites, and social media channels.