15 days old

Manager, Channel Experience

Atlanta, GA 30303
  • Job Code

About us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, theres countless opportunities at your fingertips.

Were growing; grow with us.

The Manager, Channel Experience will have accountability for monitoring program messaging and content across our owned channels to ensure the program is positioned accurately and effectively therefore driving and maximize all engagement and revenue generating opportunities.

Your day to day

Specifically, this role will be responsible for:

Own the ongoing management of global Loyalty content including benefits delivery, program marketing representation, etc., across our owned channels

  • Work with key stakeholders to audit and identify gaps and opportunities across our channels

  • Define tactics and write business plans as required to reposition the program content and messaging with a focus on maximizing both engagement and revenue

Continually monitor compliance with Loyalty content across our channels

  • Create a warning system to identify when things are broken including ongoing cadence with the Channels team

  • Using insights from GIAD to continuously track and monitor member behaviors and adjust in an ongoing basis through test and learn approach

Troubleshoot, identify and resolve issues to drive consistent experience, and ensuring alignment of our T&Cs and Reference Guide

  • Ensure our T&Cs and Reference Guide are accurate and relevant

Other key priorities include:

  • Budget management $TBC

  • Work with internal and external resources to establish and/or communicate project timetables, action steps and status updates

  • Follow up, as appropriate, to ensure timely execution to meet established deadlines

  • Collaboration with peers and key stakeholders Identify and coordinate synergistic opportunities to drive business performance

  • Ensuring our guests/member are at the center of all activities

What we need from you


Bachelors or Masters degree in relevant discipline or an equivalent combination of education and experience


6+ years progressive work-related experience with demonstrated understanding of multiple business processes related to the Loyalty including program development, implementation and management (preferably within the travel industry).

Technical Skills and Knowledge

  • Strong knowledge of loyalty principles and concepts.

  • Knowledge of data flows within the Company.

  • Knowledge of loyalty program databases and operating systems.

  • Experience with Microsoft PowerPoint, Excel and Word

  • Ability to review and understanding business insights to support stakeholders in making decisions to drive loyalty performance.

  • Effective communication skills including ability to present to all levels of the organization, ability to influence and ability to build and maintain internal & external relationships.

  • Budget development/management

What we offer

Well reward all your hard work with a great salary and benefits including great room discount and superb training.

Join us and youll become part of the global IHG family and like all families, all our individual team members share some winning characteristics. As a team, we work better together we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

IHG is an equal opportunity employer. Minorities/Females/Disabled/Veterans

Posted: 2020-01-08 Expires: 2020-02-06
Sponsored by:
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Sponsored by:
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Manager, Channel Experience

Atlanta, GA 30303

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