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Executive Director, Loyalty Program Manager

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar Accor Hotels Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as the Executive Director, Loyalty. This is a key leadership position that will play a critical role in driving the loyalty strategy and member experience for Fairmont and Raffles guests within the ALL program.

The successful candidate will be responsible for developing and implementing a tailored loyalty strategy that aligns with the broader Accor Live Limitless vision. This will involve working closely with various stakeholders, including the Accor Global Loyalty team, ALL Marketing team, and hotel teams, to drive loyalty revenue, member enrollment, and loyalty awareness.

The Executive Director, Loyalty will be responsible for managing the Gift card & Ovation card program for Fairmont and Raffles, as well as leading the analysis and optimization of program benefits, tiers, and redemption options to enhance guest value and drive program participation.

This is a challenging and rewarding role that requires a strong analytical mindset, excellent communication and interpersonal skills, and the ability to influence and build strong relationships at all levels.

The successful candidate will have a proven track record of successfully navigating complex organizations and driving progress with peer teams to achieve company goals. They will also have a deep understanding of loyalty programs and the ability to leverage data insights to inform strategic decisions.

Key Responsibilities
  1. Develop and implement a tailored loyalty strategy for Fairmont and Raffles hotels within the ALL program.
  2. Manage and be accountable for the Gift card & Ovation card program for Fairmont and Raffles.
  3. Lead the analysis and optimization of program benefits, tiers, and redemption options to enhance guest value and drive program participation.
  4. Collaborate with the broader ALL team to ensure program consistency and a seamless guest experience across all Accor brands.
  5. Drive and ensure achievement of loyalty KPI's for the Luxury brand, including member acquisition, engagement, retention, and revenue generated.
  6. Provide troubleshooting support across key topics related to customer loyalty experience and ALL points management.
  7. Lead a team of 2+ direct reports.
Requirements

10+ years of experience in loyalty program management, ideally within the hospitality industry.

Excellent analytical and problem-solving skills with the ability to leverage data insights to inform strategic decisions.

Knowledge of ALL - Accor Live Limitless will be a strong advantage.

Exceptional communication and interpersonal skills with the ability to influence and build strong relationships at all levels.

Proven loyalty management expertise and knowledge of loyalty programs.

Proven experience successfully navigating complex organizations and driving progress with peer teams to achieve company goals.