Executive Director, Loyalty and Engagement
hace 1 mes
We are seeking a seasoned professional to lead our loyalty program as the Executive Director, Loyalty. This role will be responsible for driving the loyalty strategy and member experience for Fairmont and Raffles guests within the ALL program.
Key Responsibilities:- Develop and implement a tailored loyalty strategy for Fairmont and Raffles hotels within the ALL program, ensuring alignment with the broader Accor Live Limitless vision.
- Directly manage the hotels' loyalty champions to deliver on all operational requirements.
- Manage and be accountable for the Gift card and Ovation card program for Fairmont and Raffles.
- 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.
- Manage induction and training for new recruits/new hotels on an ongoing basis.
- Assign specific function responsibilities to key team members to drive ownership and operational subject expertise.
- Analyze guest data and identify trends to inform program development and personalization initiatives.
- Collaborate with the broader ALL team to ensure program consistency and a seamless guest experience across all Accor brands.
- Drive and ensure achievement of loyalty KPIs for the Luxury brand, including member acquisition, engagement, retention, and revenue generated.
- Ensure continuous communication and implementation of loyalty best practices across both brand and hotels globally.
- Provide troubleshooting support across key topics related to customer loyalty experience and ALL points management.
- Drive and support the roll-out of ALL loyalty experiences across both brands and hotels, working closely with Marketing and PR Teams.
- 10+ 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 with the ability to influence and build strong relationships at all levels.
- Proven loyalty management expertise and knowledge of loyalty programs.
- Proven experience successfully navigating complex organizations and driving progress with peer teams to achieve company goals.
- Analytical mindset; can gather, interpret, and leverage data for strategic decision-making.
We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://www.accor.com/en/careers
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