Director of Loyalty Performance Strategy, Americas

Bringing True Hospitality to the World.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family—a welcoming culture of warmth, honesty, and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing your contribution, and supporting your ambition to learn and create your career path. In making a difference to our guests and owners, colleagues, and communities, every day is a chance to create great and unique experiences in your way.

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The Director Loyalty Performance Strategy will be responsible for analyzing loyalty performance trends, understanding the competitive environment, assisting with regional strategic business plan development and leading the implementation of tactical initiatives to drive member acquisition, retention, share of wallet, engagement and guest love across the designated region.  The Director Loyalty Programs will work collaboratively with commercial, operational and marketing colleagues across the region to understand and address local challenges and opportunities to grow loyalty contribution across all brands

Key Accountabilities 

• Provide program leadership for the region and demonstrate an understanding of loyalty marketing principles to execute the program vision and successfully achieve well-defined KPIs.
• Drive a successful performance management process to track performance in region (e.g., acquisition, contribution, guest love)
• Partner with Head of Loyalty Performance Strategy to develop strategies and tactics to optimize performance and deliver contribution and incremental revenue in the region.
• Act as the regional advocate of loyalty to represent the program in regional commercial forums and ensure that tangible insights are effectively communicated, and plans are executed accordingly.
• Cultivate and sustain relationships with regional partners, which includes aligning on near and long-term opportunities, coordinating issue resolution and participating in ongoing calls, meetings and conferences.
• Collaborate with Marketing Shared Services to ensure that regional needs are appropriately incorporated into the planning and execution of promotional marketing campaigns.
• Support execution of above-property member acquisition strategies, including pilots and research initiatives (e.g., employee incentives, status match, partnerships) to drive new member growth for both mainstream and luxury brands.
• Drive a culture of loyalty with colleagues, brands, hotels and owners including communication of the value story with all stakeholders.
• Communicate and integrate global Loyalty & Partnership plans with regional plans and ensure robust feedback loop

Key Metrics 

• Loyalty contribution
• New member acquisition
• Hotel enrollment efficiency
• Member retention and share of wallet
• Member guest love
• Hotel loyalty delivery

Key Collaborative Network 

Key shared Accountabilities 

• Insights and analytics
• Marketing delivery
• Training and comms
• Hotel delivery

Key Interfaces 

• Finance
• GIAD
• Marketing Shared Services
• Commercial and operational leadership
• Owners and hotels
• Cobrand and Partnerships
• Strong interpersonal and communication skills

Join us, and you’ll become part of the global IHG family. Like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. It would be best if you showed us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us. 

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