Manager, Loyalty Service

**GENERAL SUMMARY**

The primary responsibility of the **Manager, Loyalty Service** is to understand the wants, needs, and motivators of our I Prefer Members and I Prefer-participating hotels in an ever-changing loyalty landscape. The Manager will possess an understanding of Member (consumer and hotels) insights, including research methods, and how to action upon the insights gained from research. Based on these insights, s/he will also develop learning and development materials that equip our hotels and contact centers to better serve our members and drive overall program satisfaction.

**ORGANIZATIONAL RELATIONSHIP**

Reports to the Senior Director, Loyalty Marketing and Insights

**DUTIES & RESPONSIBILITIES**
- Identify I Prefer Loyalty Service themes and action plans to address opportunities and challenges. This includes:

- Member post-stay surveys
- Annual Member Satisfaction Survey
- Integrated Quality Assurance scores and Management Action Plans for I Prefer
- Research via surveys and advisory boards
- Training and education using our online training platform
- Call center training and incentives
- New project initiation
- Turn insights into actions that drive member satisfaction and business results. This includes:

- Hotel member service initiatives
- Program enhancements (B2C and B2B)
- Develop and launch the I Prefer Member Advisory Board and the I Prefer Hotel Advisory Board
- Manage and execute qualitative and quantitative I Prefer-related research across multiple areas of the business: I Prefer Members, I Prefer Hotels, Group Sales, Global Sales
- Establish SOPs for call center training and information updates via FAQs
- Work closely with the VIP Desk and Customer Service teams on Member Service themes
- In addition to conducting primary research, responsibilities include synthesizing findings from secondary or syndicated research sources (e.g. Skift news, Mintel, Nielsen etc.) to support ad hoc organizational information requests.
- Administrative tasks include processing invoices and keeping an internal budget-tracking spreadsheet up-to-date, working with legal for NDA, MSA and SOW review, acquiring signatures for project documentation, renewing contracts.
**QUALIFICATIONS**
- Undergraduate degree is required
- Hospitality or retail experience, ideally in a customer service setting
- Prior knowledge of general research methodologies
- Experience with using Excel for quantitative analysis
- Excellent writing and communication skills are a must
- Ability to manage time, be flexible, and juggle multiple projects and shifting priorities
- Ability to work independently and well as with cross-functional teams
- Ability to plan, execute, and complete a wide-variety of projects in a timely manner
- Curiosity
- Active listening skills
- Strong interpersonal skills, including a positive “team-player” attitude - within the department and outside
**WORKING CONDITIONS & LOCATION**

Work location is flexible. Newport Beach, New York, London, Singapore, Chicago are options for office locations. Travel required: 20%.

**REQUIRED TRAINING**

1. I Prefer loyalty management system

2. I Prefer Hotel Training and Business Review Support

3. SynXis Voice Agent

4. Power BI

5. Business Objects

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.