Manager, Loyalty Business Partner – APAC Hotels

Job Description

The Radisson Rewards program is a key commercial driver for the global business. The team member is responsible for supporting the senior leadership with setting the strategy for how RHG Hotels leverage loyalty to achieve its annual targets. The team member must ensure the plan aligns to the broader Global Loyalty strategy, execute the strategy, and manage the relationship between all involved stakeholders. The team member will work closely with the South Asia Area Director Brand Implementation & Quality Management to reach the 5YP targets. Key roles and responsibilities: Radisson Rewards Implementation in RHG Hotels: Regular training to hotels to make sure the Loyalty program is properly implemented and delivered in all the hotels Foster and improve the Loyalty champion community creating competitions, supporting Hotels via different channel of communications (teams, email, Sharepoint…) Liaise with Revenue and Operation teams to ensure member specific benefits reflect evolving customer needs and sustain profitability whilst driving long-term loyalty Contribute to and oversee the developments and implementations of the loyalty program/practices and monitor the progress by executing performance reporting and level presentations on a regular basis. Assist with the investigation of potential fraud cases Training and Development: Identify training material needs and support with the creation of job aids Leading & Managing ad-hoc projects related on the development / update / growth of the Radisson Rewards Program Stakeholder Engagement and Strategic visits to Hotels: Act as a liaison representing loyalty at both internal and external level and proactively develop a strong relationship with involved stakeholders (FOMs, GMs and MDs) to ensure alignment and garner support for loyalty initiatives. Represent the voice of the loyalty program for the hotels to make sure Hotels deliver on the Loyalty goals and objectives. Support in providing in-depth reporting and drive loyalty brand standards compliance, loyalty associated revenue and enrolments at hotels in close collaboration with different departments Radisson Rewards Program Support for RHG Hotels: Assist in the administration and operational aspects of the loyalty program, including hotel training, member enrollment, profile management, and point accrual/redemption processes. Support senior leadership with the strategy to grow the loyalty associated revenue, number of members acquired and member satisfaction for the Radisson Rewards program across RHG Hotels Building annual targets, monitoring & measuring monthly performance to achieve the agreed Loyalty Goals for RHG Hotels. Assuring the full KPIs Target Achievement in all Hotels, in line with the global strategy in terms of Enrolments and benefits delivery at hotel level, supporting and improving technical processes/systems used by Hotels Competencies & skills requirements: Strong problem solving and interpersonal skills required Experience in marketing/quality for hotels and / or operational deployment of initiatives in Hotels are an asset An understanding of how loyalty programs use their currency and member data to maximize consumer behavior as an asset Must have the initiative work independently and the ability to collaborate Ability to develop and deliver senior-level ready material Job requirements and qualifications: Minimum education: Bachelor’s Degree, preferably in Marketing or Hotel Management Minimum experience: 4+ years of experience managing senior client relationships with a proven record of interfacing with all levels of an organization / hotels Language skills: Must be fluent in English. Additional language(s) are a plus Show more Show less