Manager, Loyalty Program Delivery

Responsible for assisting with daily management of IHG One Rewards loyalty program with a focus on above-property benefit delivery and member engagement and performance. Working across stakeholders (cross-functional internal teams, hotels, owners, members, partners) to deliver program needs. Also responsible for the day-to-day management of IHG Business Rewards program delivery and operations

Key Accountabilities

• Support core program delivery
  • Work with key stakeholders in Loyalty Program Management, and across Loyalty & Partnerships, to support the updating of loyalty/program benefits, manage end to end program changes as required, and ensure delivery of all above-property benefits
  • Assist with program changes, including pilots, concept tests and benefit enhancements / rollout
  • Assist with member Account Management experience in IHG-owned channels
  • Assist with consumer and competitive research to better understand drivers of hotel guest loyalty 
• Oversee B2B / IHG Business Rewards across the following areas
  • Manage day-to-day IHG Business Rewards program operations, including working with internal colleagues, members, and hotels to answer questions and troubleshoot technology systems
  • Drive incremental IHG Business Rewards revenue by improving existing program
  • Partner with Commercial, Regional and Guest Experience Shared Services teams to drive hotel adoption of IHG Business Rewards
  • Provide strategic input on IHG Business Rewards marketing campaigns by collaborating closely with Marketing Shared Services, Commercial, Sales, and Channel teams 
  • Deliver sales and commercial opportunities to drive incremental revenue by increasing engagement with B2B guests 
  • Work with core loyalty marketing to leverage existing campaigns and tailor to B2B segments
  • Monitor B2B guest engagement performance metrics and leverage insights to continuously improve B2B guest engagement activities
  • Educate Global Sales team on IHG loyalty programs (and upweight opportunities for corporate guests) 
  • Manage communication plan for B2B stakeholders across enterprise
  • Manage B2B and IHG Business Rewards Sales & Marketing budget 
     

Key Skills & Experiences

Education

• Bachelors or Masters degree in relevant discipline or an equivalent combination of education and experience.

Experience

• 6-8+ years progressive work-related experience with demonstrated understanding of multiple business processes related to the position including program/product management, marketing development, implementation and or management (preferably within the travel industry).

Technical Skills and Knowledge

• Strong knowledge of marketing principles and concepts
• Cursory knowledge of data flows within the Company
• Cursory knowledge of loyalty program databases and operating systems
• Experience with Microsoft PowerPoint, Excel and Word
• Demonstrated communication skills including ability to present to all levels of the organization, ability to influence and ability to build and maintain internal & external relationships
• Demonstrated project management skills in organizing, planning, and executing mid to large size projects from conception through implementation
• Ability to review data and make recommendations
• Ability to think strategically about the program and potential future developments
• Budget development/management
• Financial or accounting management
• Program or promotion strategy development and implementation
• Hotel operations skills useful

The salary range for this role is $58,834. to $92,700. This is the lowest to highest pay scale; we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.  

**This job is also eligible for bonus pay.  

At IHG, we believe in taking care of our employees. That's why we offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and any other benefits to eligible employees. We want you to feel secure and cared for, so you can focus on bringing True Hospitality to the world.   

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