20 days old

Senior Manager, Loyalty Program Performance

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 Senior Manager, Loyalty Program Performance will be responsible for all program performance reporting that will support our efforts to drive commercial performance across the business. Subject matter expert on our members, where they stay and what they are spending with us. Increase loyal program health and stature in the short to medium by understand program performance and helping to define plans and initiatives to keep metrics on target.

Your day to day

Specifically, this role will be responsible for:

Oversee the Loyalty performance across all areas.

  • Track, measure and monitor IHGRC core performance metrics

  • Review and analyze program health, market and industry data globally to understand current trends and opportunities within the program to deliver on the needs of the market

Defining Loyalty metrics, target setting and deep dive into the performance with the goal of unearthing insights that allow us to take action quickly.

  • Identifying and prioritizing opportunities to enhance performance on an ongoing basis

  • Use insights and analytics to keep a pulse of key drivers of program performance

  • Define actions to course correct to keep our performance metrics on target

Collaborate with GIAD to analysis and review the metrics that underpin our brand health. This includes understanding our competitor intelligence and our position within the marketplace.

  • Understanding on a 360 basis, not only our performance, but also what our competitors are doing in the marketplace

  • Using insights to define our marketing strategies that will strengthen our program in the near, medium and long term

  • Contribute to the annual Program planning process by providing insight into key program opportunities

  • Leverage Monthly Performance Meetings for Commercial & Program Performance Optimization

Other key priorities include:

  • Validating the Regional data request and regular reporting (working with GIAD)

  • Identify opportunities that feed into Customer Engagement Strategy and future program development

What we need from you


Bachelors or masters degree level in Hospitality, Communications, Data/Insight management, project management or an equivalent combination of education and work-related experience.


8+ years progressive work-related experience in marketing analytics, strategy and/or hotel operations, with demonstrated commercial success in consulting, professional services or loyalty program management, preferably in travel or hospitality. Experience working within a franchise organization and specifically working with/influencing franchisees would be useful. Multi-regional experience a plus.

Technical Skills and Knowledge

  • Strong knowledge of loyalty principles, concepts and economics

  • Strong analytic skills and knowledge of the hotel performance ecosystem and drivers

  • Strong business acumen with core competency in translating insight into compelling business plans and initiatives

  • Knowledge of data flows within the Company

  • Demonstrated knowledge of research methodology and design (basic measurement and statistics).

  • Cursory knowledge of loyalty program databases and operating systems.

  • Experience with Microsoft PowerPoint, Excel and Word

  • Demonstrated skills/experience needed to influence a program vision

  • Ability to review and understanding business insights to support stakeholders in making decisions to build loyalty

  • Demonstrated 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

  • P&L / finance experience

  • Program or promotion strategy development and implementation

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:
Farm Credit Services of America Logo
Sponsored by:
Bank of America Logo

Featured Jobs[ View All ]

Featured Employers

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Senior Manager, Loyalty Program Performance

Atlanta, GA 30303

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast