Loyalty Operations Manager

4 weeks ago

Sydney, New South Wales, Australia Accor Hotels Full time
Job Title: Loyalty Operations Delivery Manager, Pacific

Accor Hotels is a world leader in the hospitality industry, with a presence in 110 countries and over 5,000 hotels and 10,000 restaurants and bars. We are seeking a highly skilled Loyalty Operations Delivery Manager to join our Pacific team.

Key Responsibilities:
  • Manage the implementation of Accor Loyalty programs across the Pacific, focusing on member growth, retention, satisfaction, and performance.
  • Collaborate with business units to ensure commercial objectives are met and act as the main liaison for program execution.
  • Develop and oversee loyalty member offers and marketing, create and deliver loyalty programs, manage budgets, support hotel teams, and align global strategies with regional requirements.
  • Handle external partnerships, lead strategic initiatives, contribute content to accorplus.com, 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.

Requirements:

  • Experience managing multi-test cell acquisition and loyalty activation/retention campaigns.
  • Strong background in loyalty and acquisition marketing.
  • Proficient in Microsoft Office, particularly Power Point 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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