Director, Loyalty Program Enrollments

The Director of Program Enrollments is accountable for the strategy, performance, and evolution of IHG One Rewards member enrollment across all channels, with a primary focus on driving high-quality acquisition at scale. This role sets the global enrollment vision, translates strategy into executable programs, and ensures consistent delivery through strong partnership with Commercial, Operations, Technology, Analytics, and regional teams. 

Your day to day

Leadership & Governance

• Own and lead the end-to-end enrollment ecosystem across hotel, digital, sales, and emerging channels

• Drive sustainable growth in new member enrollments while protecting program integrity and member quality

• Define the global enrollment roadmap, balancing near-term performance with long-term capability building

• Lead, develop, and set direction for the Program Enrollment team, including direct reports and stakeholders

• Establish clear governance, decision rights, and operating cadence across stakeholders

• Act as senior point of escalation and decision-maker for enrollment-related topics

Strategy & Program Ownership

• Define global enrollment strategy aligned to IHG One Rewards growth, commercial priorities, and regional needs

• Own the portfolio of enrollment programs, incentives, and overlays across hotel, digital, sales, and partner channels

• Identify and incubate new enrollment opportunities, channels, and experiences; challenge legacy approaches and test-and-learn rapidly

Performance & Optimization

• Own enrollment performance across channels, including volume, efficiency, quality, and cost effectiveness

• Establish clear success metrics, dashboards, and performance reviews in partnership with Analytics

• Monitor competitive enrollment tactics and recommend enhancements to keep IHG’s approach relevant and differentiated

Hotel Enablement

• Ensure enrollment programs are simple, motivating, and operationally executable for hotels

• Partner with Regional Operations and Field Support to drive adoption, engagement, and compliance

• Oversee development of global standards, guidance, training, and communications supporting enrollment delivery

Channel & Experience Leadership

• Provide senior oversight across all enrollment touchpoints, including front desk, web/app, Wi‑Fi, RCC, sales, and group-related enrollment opportunities

• Partner with Technology and Digital teams to shape the enrollment experience roadmap and prioritize loyalty requirements

Risk & Controls

• Provide executive oversight of enrollment controls, fraud prevention, and program abuse mitigation in partnership with Loyalty Operations and Risk teams

• Ensure terms, conditions, and program mechanics are clear, compliant, and consistently applied

 

What we need from you

 

• Bachelor’s degree required; advanced degree preferred

• 8–10+ years experience in loyalty, commercial strategy, marketing, digital, or hospitality operations

• Proven ability to lead complex, cross-functional programs at scale

• Strong strategic thinking paired with operational rigor and execution discipline

• Executive-level communication, influence, and storytelling skills

• Comfort operating in ambiguity and driving clarity for teams

 

Travel - minimal

 

Location - Our hybrid work structure is an expectation of three (3) days a week in the ATLANTA office.  This expectation may be adjusted to evolve with the changing needs of the business.

 

The salary range for this role is $138,000 to $160,000.  This role is also eligible for bonus pay.  We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K and other benefits to employees.

 

#LI-SM1

 

 

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?