Director, Loyalty Operation
Hotel Brand:
Location: China, Shanghai, Shanghai
Hotel: Corp Shanghai, 2nd Floor, Citigroup Tower, No. 33 Hua Yuan Shi Qiao Road, Pudong District, 200120
Job number: 137168
As one of the first hotel loyalty programs, IHG One Rewards become a popular and award-winning loyalty program among frequent travellers around the world since it launched. With more than 130 million members, it is one of the largest hotel loyalty programs in the world. Our ambition is to be the hotel company of choice for guests and owners.
This role is an exciting opportunity to be part of the team to deliver award-winning IHG One Rewards program. This role will be responsible for developing and implementing strategies for IHG Greater China’s loyalty and partnership program, driving the growth of IHG One Rewards program and identifying ways to delight members.
You day to day
- Developing and executing loyalty programs that align with IHG brands and values, analyzing consumer data to drive member stay and engagements, optimizing program effectiveness, and collaborating with cross-functional teams to ensure seamless program deployment across all consumer touchpoints.
- Collaborate with Global Loyalty & Partnership team to continuously optimize the loyalty and partnership program to stay locally relevant and competitive in benefits, member engagement, member life-cycle management and experience design.
- Work with IHG Greater China Operations and hotel teams to ensure a member-centric culture, support hotels with scalable solutions to drive enrollment, incremental revenue, benefit delivery, member experiences, and compliance of program policy. Serve as point person and champion for IHG One Rewards. Actively engage stakeholders to help facilitate understanding and education of IHG One Rewards program and distill loyalty culture.
- Define IHG loyalty program channel(Direct, OTA, TMC, Social and hotel) strategy and roadmap, drive cross channel consistent member experience and build distinction.
- Stay abreast of new development on market-wide loyalty programs and partnership opportunities within Greater China and continuously enhance IHG One Rewards’ program design and revenue generation.
What we need from you
- 10+ years of progressive experience in loyalty program management, preferably in travel, real-estate, hotel or other consumer sector, as well as 5+ years’ experience managing teams and complex projects.
- Strategic management experience and communication skill required.
- Demonstrated knowledge and extensive understanding in the areas of loyalty program and hotel operation.
- A track record of financial acumen coupled with strategic thinking and rigorous analytics to solve business problems
- Successfully recruited, developed and retained a high-performing team
- Demonstrated effective influencing & consensus building skills for the purpose of partnership and relationship building with key internal & external stakeholders.
- Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
- Strong business acumen and creative problem-solving skills
- Excellent communication skills (both English and mandarin) including abilities to present to senior and influence and persuade key stakeholders
- Working effectively across organizations
- Excellent leadership and interpersonal skills to achieve results in a matrix environment
- Bachelor’s or master’s degree in economics, business, hospitality or an equivalent combination of education and work related experience
Who we are
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 regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. 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.
