Executive Director, Loyalty and Engagement
hace 4 semanas
We are seeking a seasoned professional to lead our loyalty strategy and member experience for Fairmont and Raffles hotels within the ALL program. As the Executive Director, Loyalty, you will be responsible for driving loyalty revenue, member acquisition, engagement, retention, and revenue generation through our loyalty program. You will work closely with the Accor Global Loyalty team, ALL Marketing team, and hotel teams to deliver on operational requirements and drive loyalty initiatives across all touch points.
Key Responsibilities
- Develop and implement a tailored loyalty strategy for Fairmont and Raffles hotels, ensuring alignment with the broader Accor Live Limitless vision.
- 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.
- 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.
- Provide troubleshooting support across key topics related to customer loyalty experience and ALL points management.
Requirements
- 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.
About Accor Hotels
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.
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