Loyalty Operations Delivery Manager, Pacific
4 weeks ago
Job Summary
This role is responsible for managing the implementation of Accor Loyalty programs across the Pacific, focusing on member growth, retention, satisfaction, and performance. 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.
Key Responsibilities
- Develop and oversee loyalty member offers and marketing
- Create and deliver loyalty programs, managing budgets and supporting hotel teams
- Align global strategies with regional requirements, handling external partnerships and leading strategic initiatives
- Contribute content to and develop loyalty ambassadors in hotels, while keeping up with industry trends
Loyalty Strategy & Performance
- 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
Loyalty Operations & Standard Operating Procedures
- 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
Hotel Engagement & Training
- 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
Management of Loyalty Training and Audit Plan for the Pacific
- 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
Member Engagement & Experience
- 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
Qualifications
- Experience managing multi-test cell acquisition and loyalty activation/retention campaigns
- Strong background in loyalty and acquisition marketing
- Proficient in Microsoft Office, particularly PowerPoint and advanced Excel
- Skilled in reporting and ad-hoc analysis tools; experience with Cognos is a plus
- Knowledgeable in website content management systems and analytics (e.g., Google Analytics)
- Degree or diploma in Business Marketing with 8 years of experience in hotel marketing or loyalty program management
Additional Information
Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.
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