Senior Manager, Loyalty Operations

**GENERAL SUMMARY**

The **Senior Manager, Loyalty Operations** role has two major areas of responsibility: (1) the development and ongoing management of training, education, service standards, and implementation of the I Prefer Hotel Rewards program to member hotels, and (2) B2B communications planning and Distribution Marketing. Additional responsibilities include developing and leveraging the strengths of the regional I Prefer Engagement Specialists and supporting hotel business reviews and development opportunities.

**ORGANIZATIONAL RELATIONSHIP**

This role reports directly to the Vice President, Loyalty Strategy and co-manages the Manager, Loyalty System and Operations.

**ROLES AND RESPONSIBILITIES**
- Onboards and welcomes new I Prefer participating hotels
- Manages and continuously improves hotel support, including day-to-day hotel inquiries
- Works closely with the Manager, Member Service on improving support and SOPs for hotels, especially in the areas of service standards and feeback
- Maintains hotels’ I Prefer information in CRM
- Conducts regular I Prefer Hours for hotels and internal partners
- Leads development of content for annual hotel training and program update sessions
- Builds strong relationships with Regional Directors and hoteliers to deeply understand business needs and opportunities at the local and property level
- Leads and communicates the Enrollment Rewards program
- Develops and leverages the diverse strengths of the Regional Engagement Specialists to grow program enrollments, revenue, and member (B2B and B2C) satisfaction
- Supports hotels directly on pilot programs, beta tests, and new initiatives for on-property acquisition and engagement
- Supports Regional Directors in business reviews and development opportunities by providing presentations that include program performance data, comp data, regional performance, member statistics, etc.
- Attends Group and Global Sales events to represent I Prefer, show support, or develop new opportunities for the program
- Attends consumer / member events, as opportunities arise
- Participates in I Prefer business planning and goal setting
- Develops new enrollment-driving and revenue-driving initiatives
- In partnership with the Manager, Loyalty Systems and Operations, maintains and documents knowledge of the I Prefer loyalty system’s capabilities, including promotion set up, points awarding, accounting process, and reporting
- In partnership with the Director, Loyalty Marketing, develops integrated engagement plans for I Prefer related to hotels and sales channels
**QUALIFICATIONS**
- Extremely organized and detail oriented
- Excellent written and oral communication skills a must
- Ability to manage multiple projects simultaneously
- Computer and internet savvy - specific knowledge of Microsoft Office required.
- Four year degree
- Minimum five years of experience in an operations or communications role. 5-7 years of experience desired
- Hospitality experience preferred
- Strategic thinker
- Analytically minded and able to model scenarios
**WORKING CONDITIONS & LOCATION**

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

**REQUIRED TRAINING**
- I Prefer loyalty management system
- Microsoft CRM
- SynXis Voice Agent
- Business Objects
- Power BI

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.