Loyalty Program Manager, Pacific Region
4 weeks ago
- Oversee the overall performance of key loyalty metrics, ensuring alignment with Pacific and global strategies.
- Collaborate with analysts to implement and regularly provide hotels with reports on key metrics.
- Partner with the Pacific Commercial teams to achieve the objectives of ALL – Accor Live Limitless and Meeting Planner program
- Serve as the expert on all loyalty front and back office systems to enhance program execution and member experience.
- Create SOPs and processes to ensure hotels comply with loyalty program benefits.
- Supervise hotel operations and training to communicate member updates and embed loyalty in New Hotel Opening and De-flag processes.
- Develop and implement loyalty training programs and best practices for consistent delivery and staff knowledge.
- Communicate program updates and provide regular presentations on loyalty initiatives to hotel management.
- Support and train Loyalty ALL Stars, Ambassadors, and Meeting Planner leads to drive performance.
- Provide training on compliance and updates for ALL loyalty programs, including ALL - Accor Live Limitless and Accor Plus.
- Assist hotel teams in member recruitment with tools to motivate and track performance, while distributing updated training materials.
- Partner with Operations and Guest Experience leaders to enhance loyalty culture and conduct Loyalty Member Experience Audits.
- Manage supplier sourcing and materials for the ALL Priority Welcome Check-in, and support Elite Experiences to enhance member engagement.
- Oversee in-hotel member experiences, providing support to improve member satisfaction through training and auditing
This role is critical in ensuring the success of Accor's loyalty programs across the Pacific region. The ideal candidate will have a strong background in loyalty and acquisition marketing, with experience managing multi-test cell acquisition and loyalty activation/retention campaigns. Proficiency in Microsoft Office, particularly PowerPoint and advanced Excel, is also essential. Additionally, knowledge of website content management systems and analytics, such as Google Analytics, is a plus. A degree or diploma in Business Marketing with 8 years of experience in hotel marketing or loyalty program management is required.
Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.
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