Director - Loyalty Operations

**Additional Information**
**Job Number**26008010
**Job Category**Sales & Marketing
**Location**Mexico Regional Office, Ejercito Nacional No. 350 Suite 4C, Mexico City, MÉX, Mexico, 11560
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**Position Summary**

The Director of Loyalty Operations serves as a pivotal member of the CALA Continent Product and Lodging Team, entrusted with leading the execution of the loyalty strategy and ensuring operational excellence throughout the region. This role functions as a strategic liaison among continent, property, and global teams, fostering alignment and driving the implementation of loyalty initiatives aimed at enhancing guest experiences, deepening member engagement, and maintaining the integrity of the loyalty program.

**Key Responsibilities**:

- Act as the primary loyalty operations partner to key stakeholders, including Continent Operations (CLPS), the Commercial Team, the Global Operations Loyalty Team at headquarters, and property-level operations leaders.
- Provide leadership and oversight in the implementation and deployment of loyalty-related programs, initiatives, products, and services across the continent.
- Champion service excellence by advancing guest experience frameworks, supporting targeted training platforms, and promoting value-driven priorities in collaboration with both property leadership and above-property teams.
- Collaborate with Continent Loyalty Marketing and Commercial Teams to cultivate a strong Loyalty Mindset and embed a Loyalty Culture across all levels of the organization.

**Capability Building**
- Partner with Continent Operations and Global Loyalty Operations to develop and enhance guest experience capabilities, associate-facing mobility solutions, and other strategic initiatives aligned with the loyalty and guest experience roadmap.
- Conduct assessments and provide recommendations to ensure property-level input is effectively integrated into the design and development of products and services across diverse hotel environments.
- Optimize cross-functional collaboration to leverage available resources, accelerating efficiency and speed-to-market for loyalty-related offerings.
- Develop content, training and presentations that provide strategic insights, including cross-disciplinary reporting. Engage with properties to gather best practices and promote accountability, execution, and compliance.
- Oversee and maintain the CALA Loyalty Operations page as a centralized resource hub.

**Strategic Delivery**
- Lead the delivery of innovative, profitable, and cost-effective design solutions—including guest services, experience functionalities, associate-facing tools, and training programs—tailored to enhance member and associate experiences across the continent.
- Translate operational platforms and market-specific business requirements into actionable considerations during project development to ensure relevance and effectiveness of loyalty products and services.
- Demonstrate adaptability, professional demeanor, problem-solving, decision-making, and talent management.- Foster team cohesion, set high standards, and provide feedback for development.

**Relationship Management**
- Collaborate on stakeholder presentations to above-property leadership during the deployment of new initiatives, ensuring alignment and strategic clarity.

**Deployment, Sustainment, and Property Engagement**
- Manage the timely and effective deployment of new and existing loyalty products, standards and services.
- Identify pilot properties for proof-of-concept initiatives, conduct stakeholder interviews and surveys to inform operational improvements, and support issue resolution during deployment phases.
- Analyze data from multiple operational systems (e.g.,Mdash, Tableau, GuestVoice, Loyalty Scorecards) to identify trends and develop targeted action plans.
- Drive loyalty program performance by setting enrollment targets, managing incentive programs, and coordinating competitions to foster engagement and results and owner communication on Redemption Rates.
- Support projects and initiatives to drive knowledge and adoption of new processes or program enhancements across the portfolio.

**Core Accountabilities**

**Operational Compliance & Audit Management**
- Lead operational audits (e.g., Enrollment Audit) and ensure compliance with global/regional standards.
- Manage corrective actions, follow-ups, and reporting for properties to maintain program standards.

**Enrollment Integrity & Risk Management**
- Oversee property enrollment activities, validate data accuracy, and manage risk in collaboration with the Loyalty Risk team.
- Implement audit processes for enrollments and manage incentive suspensions for flagged properties.

**Elite Member Experience & Benefits Delivery**
- Support the delivery and tracking of elite member benefits, including birthday benefits and guaranteed benefits compensation.
- Educate properties on benefit e