Director, Loyalty Experience & Service
Hotel Brand: IHG Corporate
Location: China, Shanghai, Shanghai
Hotel: 上海市, Shanghai, Shanghai, China
Job number: A561198724
We are seeking an experienced loyalty expert and people leader, lead the strategy and execution of our loyalty program, with a focus on creating a seamless, personalized, and engaging member experience. You will optimize the end-to-end member journey, evolve our digital loyalty capabilities, and drive enrollment, engagement, and retention to deliver strong commercial returns. This role requires a blend of strategic thinking, digital innovation, data-driven decision-making, and cross-functional collaboration.
Your day to day
1. Member Experience & Journey Optimization
• Design and implement a member-centric experience strategy across all touchpoints.
• Map, analyze, and optimize the end-to-end member journey to enhance satisfaction, retention, and lifetime value.
• Use customer insights, data, and feedback to identify pain points and opportunities for improvement.
• Collaborate with UX/UI, product, and marketing teams to create intuitive and rewarding interactions.
2. Loyalty Digital Capability Evolution
• Lead the evolution of the loyalty technology stack, including app, web, mini-program, CRM, and data platforms.
• Identify and implement digital innovations (e.g., personalization engines, AI-driven offers, gamification) to enhance member engagement.
• Partner with product & technology teams to prioritize and deliver digital roadmap initiatives.
• Ensure loyalty platforms integrate seamlessly with broader commercial and omnichannel systems.
3. Member Enrollment & Engagement Growth
• Develop and execute strategies to drive program enrollment and active membership.
• Support marketing campaigns and communications to increase member engagement and participation.
• Empower business team with data and segmentation to deliver relevant and timely member communications.
• Define GC member points mall growth path and retail innovation.
4. Commercial Performance & ROI
• Set and monitor KPIs for the loyalty program, including enrollment, engagement, retention, and ROI.
• Develop business cases for loyalty investments and track performance against financial targets.
• Optimize loyalty reward structures and partnerships to balance member value and profitability.
5. Team Leadership & Cross-Functional Collaboration
• Lead and mentor a team of loyalty experts.
• Foster strong partnerships with marketing, P&T, customer service, and commercial teams.
• Represent the loyalty function in relevant meetings and strategic planning sessions.
What we need from you
• Experience: 10+ years in loyalty marketing, member experience, or program management, preferably in hospitality/travel/Retail.
• Global-Local Mindset: Experience balancing global frameworks with regional execution; cross-cultural collaboration is a plus.
• Innovation-Driven: Passion for exploring innovative solutions to differentiate the program.
• Collaborative: Strong stakeholder management skills to align global teams, local markets, and cross-functional partners.
• Education: Bachelor’s degree in marketing, business, computer science, or related field
• 8+ years managing cross-functional teams and/or significant, complex projects.
• Proven success in designing and scaling loyalty programs in a consumer-facing industry.
• Strong background in digital strategy, customer journey mapping, and member marketing.
• Experience with loyalty platforms (e.g., Salesforce Loyalty, local marketing cloud, local OTA and social loyalty), CRM systems, and analytics tools.
• Demonstrated strategic thinking and strong capability to deliver.
• Demonstrated communication skills including ability to present to certain levels of the organization and influence and persuade key stakeholders.
• Excellent communication and interpersonal skills with ability to achieve results in a matrix environment.
• Excellent leadership, communication, and stakeholder management abilities.
• Agile and innovative mindset with a passion for digital trends and customer behavior.
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.
