The Director will lead the overall program management of the award-winning Wyndham Rewards Loyalty program.
Drive innovation through competitive assessment, market research and member engagement analysis. Ensure a best in class member experience by delivering key program elements including: member kits, Titanium program management, recognition treatments, etc.
Collaborate with research and analytics teams to continuously assess and validate customer needs through qualitative and quantitative research. Identify requirements to monitor and measure the effectiveness of key program benefits with the goal of leveraging data-informed insights to build strategic recommendations
Lead cross-functional team projects across a broad set of stakeholders, clearly aligning on business and data needs, managing to aggressive timelines, and delivering results to deliver on program integrations.
Create strategy and high level plans to support loyalty program integration & innovation, including the migration of member databases, enhancements to program value proposition and elite benefits, B2B and B2C communications strategy, operational SOPs and processes, technology platform migration, and more.
Develop and foster strong relationships with internal and external stakeholders, including managing requests and supporting quarterly business reviews for both managed and franchised hotel owners.
Drive innovation and deliver on key program aspects of WR through design & delivery of member benefits and communications.
Develop strategic approach, design member experience, communications, etc.
Lead cross-functional team initiatives, facilitate meetings, and provide key updates and presentations to senior leadership. Analyze and stay current with competitive loyalty program landscape.
Collaborate with finance, analytics, and research teams to identify reporting requirements, develop dashboards, monitoring performance metrics, and providing data-driven and customer centric recommendations
High level of autonomy. Will work independently with strategic direction from supervisor. Must be able to effectively collaborate and influence in a highly matrixed and dynamic environment.
Makes decisions on a daily basis focused on driving revenue contribution and improving overall performance metrics
Leads cross-functional efforts involving multiple internal and external stakeholders
Actively manages a multi-faceted team across multiple disciplines
This leadership role will be responsible for the day to day management and strategic oversight of the award winning Wyndham rewards loyalty program with over 50M members. This position will be also be responsible for migrating a 13 million member base into the Wyndham Rewards loyalty program, driving new member acquisition and fostering long-term engagement to drive incremental revenue to the loyalty program.
Experience in and passion for loyalty marketing, rewards programs and customer experience
Data driven marketer who can leverage analytics to inform and create high impact strategies and value proposition development. Solid understanding analytics and research methodology.
Passion for understanding consumer insights and consumer behavior
Experience in leading a team
Business experience in a global environment
Knowledge of segmentation and targeting strategies
Strong communication skills, both written and verbal
Strong quantitative skills and the ability to frame business problems analytically, strong understanding of financial metrics
Ability to work well both independently and as part of a team to achieve goals and targets.
Excellent interpersonal and communication skills to work with people at all levels and backgrounds
Ability to build and deliver presentations or written communication in a concise and well organized manner.
Works with a high level of accountability, results orientated and dependable.
Master’s or advanced Degree with focus on Hospitality, Strategic Planning or Marketing is preferred.
10 + years of progressive work-related experience in marketing, hospitality, CRM preferred.
Strong understanding of key drivers of customer behavior, pram development, communications.
Ability to work with, manipulate, and draw conclusions and recommendations from large quantities and sets of data.LEARN MORE/APPLY