Mgr Loyalty Programs

Role Summary:

Support the end-to-end member experience roadmap & delivery. Leverage customer insights, loyalty analytics and operational input to improve member experience across all touchpoints (on-property, above property, marketing, etc.). 

Your Day to Day: 

• Build and champion the IHG One Rewards brand and program through the development and execution of loyalty strategies and initiatives that drive enrollments, recognition and member returns. Initiatives should deliver IHG One Rewards brand affinity and member satisfaction both on and off property throughout the customer journey. 

• Responsible for understanding the voice of our members, defining usable insights from multiple sources and creating strategic action. 

• Work with GIAD and Loyalty Strategy to understand loyalty segmentation, customer journeys and personas to inform personalized member experiences by category and status. 

• Work with Consumer Insights, RCC and Social teams to understand member feedback, Guest Love drivers and trends to make business recommendations on service enhancements. 

• Track loyalty trends and initiatives both inside and outside the hotel industry.

• Support the development and socialization of the end-to-end member experience and future benefit roadmap to drive higher guest value, create member choice/flexibility, and increased relevancy.

• Design and implement new benefits to support benefit strategy; manage pilots as needed. 

• Define tactics and write business plans as required to enhance our member proposition or answer complex loyalty problems.   

What We Need From You: 

• 6+ years progressive work-related experience with demonstrated commercial success in strategy, consulting, professional services, consumer experience or loyalty program management.

• Excellent verbal and written communication skills for the purpose of providing and presenting information to all levels of the organization; ability to influence and ability to build and maintain relationships.

• Demonstrated skills/experience needed in building out or executing a program strategy and addressing complex business problems.

• Demonstrated project management experience in organizing, planning and executing small- to large-scale projects from conception through implementation and ability to translate strategic business objectives into successfully implemented activations.

• Ability to review and understand consumer insights and data to support stakeholders in making decisions that build loyalty.

Location – Atlanta GA (Hybrid – in office 3 days a week)

The salary range for this role is $58,834 to $109,000. This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employee.