Loyalty Operations Manager for Pacific Region
4 weeks ago
Job Description: We are seeking a highly skilled Loyalty Operations Delivery Manager to join our team in the Pacific region. This role will be responsible for managing the implementation of Accor Loyalty programs across the Pacific, focusing on member growth, retention, satisfaction, and performance.
Loyalty Strategy & Performance: The successful candidate will oversee the overall performance of key loyalty metrics, ensuring alignment with Pacific and global strategies. They will collaborate with analysts to implement and regularly provide hotels with reports on key metrics.
Loyalty Operations & Standard Operating Procedures: As the expert on all loyalty front and back office systems, the candidate will enhance program execution and member experience. They will create SOPs and processes to ensure hotels comply with loyalty program benefits and supervise hotel operations and training to communicate member updates and embed loyalty in New Hotel Opening and De-flag processes.
Hotel Engagement & Training: The Loyalty Operations Delivery Manager will develop and implement loyalty training programs and best practices for consistent delivery and staff knowledge. They will communicate program updates and provide regular presentations on loyalty initiatives to hotel management and support and train Loyalty ALL Stars, Ambassadors, and Meeting Planner leads to drive performance.
Management of Loyalty Training and Audit Plan for the Pacific: The successful candidate will provide training on compliance and updates for ALL loyalty programs, including ALL - Accor Live Limitless and Accor Plus. They will assist hotel teams in member recruitment with tools to motivate and track performance, while distributing updated training materials. They will also partner with Operations and Guest Experience leaders to enhance loyalty culture and conduct Loyalty Member Experience Audits.
Member Engagement & Experience: The Loyalty Operations Delivery Manager will manage supplier sourcing and materials for the ALL Priority Welcome Check-in, and support Elite Experiences to enhance member engagement. They will oversee in-hotel member experiences, providing support to improve member satisfaction through training and auditing.
Qualifications: The ideal candidate will have experience managing multi-test cell acquisition and loyalty activation/retention campaigns. They will have a strong background in loyalty and acquisition marketing and be proficient in Microsoft Office, particularly PowerPoint and advanced Excel. They will also be skilled in reporting and ad-hoc analysis tools and knowledgeable in website content management systems and analytics.
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Sydney, New South Wales, Australia Accor Full timeLoyalty Strategy & PerformanceOversee 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...
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