Associate Manager, Loyalty Commercial Performance
Hotel Brand: IHG Corporate
Location: China, Shanghai, Shanghai
Hotel: 上海市, Shanghai, Shanghai, China
Job number: A561207458
We are seeking a results-driven Loyalty Commercial Performance Manager to strategically leverage our loyalty program as a core commercial engine. You will be responsible for translating loyalty initiatives into tangible business growth, ensuring loyalty performance is embedded in commercial campaigns, and deepening penetration within our key corporate (B2B) segment. The ideal candidate is a commercial thinker who uses data, tailored offers, and program levers to directly impact revenue, customer lifetime value, and segment share.
Your day to day
1. Commercial Performance & Lever Management
• Develop and execute the commercial strategy for the loyalty program, defining key levers (points, tiers, benefits, partnerships, personalized offers) to drive targeted commercial outcomes (sales, margin, frequency).
• Establish and monitor a robust performance dashboard linking loyalty KPIs (engagement, redemption rates, member sales growth) to core commercial P&L metrics.
• Conduct ongoing analysis to identify high-impact opportunities to optimize existing levers and propose new ones for maximum ROI.
2. Campaign Integration & Loyalty Performance
• Partner with Commercial, channel, and Marketing teams to architect and "loyalty-proof" all major commercial campaigns.
• Ensure loyalty mechanics and member-exclusive benefits are seamlessly integrated to maximize campaign performance and member incrementality.
• Measure and report on the incremental commercial lift attributable to loyalty components within campaigns.
3. Corporate Segment & Loyalty Penetration
• Own the strategy to deepen loyalty program penetration within our corporate client segment.
• Collaborate with the sales team to align the loyalty value proposition with corporate client needs and employee benefits.
• Design and implement tailored loyalty offers, recognition tiers, and reporting solutions for corporate accounts to drive adoption, engagement, and contract renewal/expansion.
4. Tailored Offer Strategy & Personalization
• Utilize customer data and segmentation to design and manage a roadmap of tailored loyalty offers (e.g., bonus point promotions, milestone rewards, personalized challenges).
• Work with P&T and Data teams to ensure effective targeting, delivery, and measurement of personalized loyalty communications and offers.
• Champion a test-and-learn approach to optimize offer performance and member responsiveness.
What we need from you
• Bachelor’s degree in marketing, business, hospitality or an equivalent combination of education and work-related experience
• Commercial acumen with cultural awareness.
• 3–5 years of experience in loyalty marketing, sales & commercial, revenue management, channel management, preferably in hospitality or service industries.
• Understanding of corporate business structures and B2B loyalty dynamics.
• Familiarity with hospitality loyalty trends, MICE/Corporate business, and competitive landscape.
• Strong business acumen and problem-solving skills
• Effective communication in English and Chinese.
• Project management experience.
• Ability to influence stakeholders and build strong relationships.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
