Loyalty Jobs – Credit Card Loyalty Program Manager – TSYS – Alpharetta GA

Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.  We are “People-Centered Payments”, and our team has the unique opportunity to help create a world in which payments make people’s lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.

You’re brilliant…  And we’re hiring.




TSYS is the leading third party payments processor globally and is well positioned for the future as a dynamic, yet stable, leader in the payments technology industry.  Our Loyalty business is at the heart of an exciting, consumer-oriented market landscape, and we hold a market-leading position.

We have an evolving agile culture and we move fast.  We also strive to maintain an environment where people and interactions are valued above process and tools.  As a Loyalty Portfolio Manager, you will be directly responsible for shaping the loyalty and marketing strategies and programs for some of the leading financial services brands in North America, most of whom are household names. You won’t be alone. We have a great team of people willing to share, help, and teach, as well as an ever-growing knowledge engine, which is invaluable to those eager to take initiative and grow professionally.

We value people who are experts in their field, care deeply about contemporary consumer experiences, and get things done for our clients and their customers. We are looking for an experienced, savvy client leader to join our team to help us deepen and strengthen our loyalty program competencies in delivering enhanced portfolio value to our clients. We strongly believe in people who know and know how to help clients and teams get things done, and who are comfortable with client engagement and program management. You will have the opportunity to contribute by gaining a deep understanding of our product and technology, and by translating that knowledge into a continuous account and portfolio roadmap through your own experience.

On a Day-to-Day basis you will:

  • Collaborate closely with clients and TSYS Loyalty management to develop and articulate portfolio and program growth strategies to increase active accounts and drive rewards activity for your assigned clients and their customer and product portfolios.
  • Conceptualize, shape, communicate and manage portfolio plans and proposals to help meet client objectives.
  • Communicate and sell new Loyalty products and capabilities to clients where applicable to help meet their portfolio engagement goals and KPIs.
  • Monitor portfolio performance metrics across the customer lifecycle.
    • Collaborate with the analytics and solution delivery teams to maintain an intimate knowledge of the clients’ portfolio metrics and trends.
    • Provide key insights and recommendations to clients to improve overall portfolio performance.
    • Work closely with the analytics, marketing, and solution delivery teams to help drive engagement and stimulation throughout the customer lifecycle in support of objectives.
    • Cultivate an in-depth knowledge of credit card and bank product economic models.
  • Collaborate with marketing to maintain a continuous pulse on market competitive landscapes of assigned clients and provide consultative thought leadership.
  • Develop and maintain a working knowledge of loyalty, payments, and credit card industry and market trends.
  • Develop, shape, review and present solutions proposals to clients to with effort estimates and delivery timeframes from Project Management. Applying account experience and client complexities to include:  Contractual terms and amendments, relationship status, strategic roadmap, client goals and drivers, P&L impacts, etc.
  • Collaborate with TSYS product development team on client initiatives, product roadmap input, feature implementation, tools and automation improvements, and product issues.
  • Developing and maintaining strong client relationships obtaining a deep understanding of the client’s products, services, organizational and operational structures, and corporate culture.
  • Chief negotiator between the client and other TSYS Loyalty teams.
  • Client communications and inquiries to include:
    • Conduct/participate in client project status meetings.
    • Delivery of SLA Performance metrics.
    • Delivery of comprehensive portfolio business reviews to key client stakeholders.
    • Conduct client workshops to develop portfolio strategies and marketing plans.
    • Client financials, billing and contractual related items.
    • Participation in service call reviews.
    • Prioritization of client projects for the Project Management delivery team.

You should apply if you:

  • Relish helping clients, teams, and individuals solve complex business and strategic problems, as well as product and systems solutions challenges
  • Are energized by the challenge of analyzing portfolios and metrics to deliver technology-based rewards and marketing solutions to clients and their customers
  • Have both experience with client relationship interactions and hands-on financial product or rewards experience
  • Have passion for and experience in helping to drive plans and teams to improve client outcomes
  • Love growing your knowledge and skills in contemporary consumer experiences, data analytics, and marketing approaches and methods
  • Love gaining deep knowledge of data, consumer behaviors, and competitive becnhmarks
  • Like solving puzzles and problems

You’d be a particularly good fit if you:

  • Have an obsession with data and metrics to guide your priorities and decisions
  • Are able to build credible relationships and rapport with external and internal clients
  • Are able to collaborate openly within a mixed team of marketing, delivery, and financial data analysts
  • Consider client challenges and requirements a puzzle to be solved, and you get energy from that “work”
  • Are a multi-tasker who can think on the fly and is comfortable around technology
  • Have the ability to analyze a problem, organize thoughts and recommend approaches
  • Are a creative thinker, comfortable pushing the boundaries of standard industry practices
  • Are driven to learn as a person and develop as a professional

Education & Experience

  • Bachelors or Masters Degree with at least 4 or more years of experience as product owner, marketing director, relationship manager, or similar
  • Relevant experience managing or analyzing programs, portfolios, or products for external clients or as an owner of a product or portfolio for an organization
  • External client-facing experience is preferred
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Loyalty Jobs – Senior Analyst Loyalty and Travel Products – Hawaiian Airlines – Honolulu HI

Description Key Responsibilities: 

  • Communicate data, reports, and analyses to business and management teams, providing interpretation within the context of the business and making recommendations for improvements.
  • Extract and collect data from multiple internal and external sources, evaluating the reliability and appropriate use for the information.
  • Create regular and ad hoc reporting, identifying performance indicators and presenting information in periodic dashboards and tools for data investigations.
  • Model, forecast, and explain customer behavior, program trends, drivers for business changes, and opportunities for business improvement.
  • Use analytical approaches to evaluate marketing campaign performance, propose negotiation strategies, proactively recommend business improvements, and assess potential opportunities.
  • Define analytical and data requirements for information systems, and work with technology teams on implementing and prioritizing improvements.
  • Other duties as assigned



Requirements Minimum Requirements:

  • Bachelors’ degree in a quantitative/analytical discipline
  • 4 years of professional experience in quantitative and analytical roles
  • Excellent oral and written communications skills
  • Proficiency with Excel, Powerpoint and SQL databases
  • Experience with statistical modeling, machine learning, operations research, or equivalents
  • Ability to work cross-functionally and lead projects
  • Able to multi-task and prioritize across multiple responsibilities
  • Fluency in analytics techniques and financial modeling

Preferred Qualifications:

  • Graduate degree in a quantative discipline, or equivalent
  • Experience as an analyst in airlines, consulting or marketing
  • Knowledge of programming languages and other data analysis tools such as R, SAS, Python, and equivalents
  • Proficiency in marketing analytics tools such as Omniture
  • Experience in business development

 

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 14 years (2004-2017) as reported by the U.S. Department of Transportation. Consumer surveys by Condé Nast TravelerTravel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 89th year of continuous service, Hawaiian is Hawai‘i’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (11) than any other airline, along with service from Japan, South Korea, China, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides approximately 170 jet flights daily between the Hawaiian Islands, with a total of more than 250 daily flights system-wide.

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Loyalty Jobs – Manager Luxury Loyalty Programs – IHG – Atlanta, GA

Description

 

Do you see yourself as the Manager, Luxury Loyalty Programs for the Multi-Brand and Relationship Marketing team?

What’s your passion? Whether you’re into tennis, shopping or karaoke, at IHG we’re interested in YOU. At IHG we employ people who apply the same amount of care and  passion to their jobs as they do their hobbies – people who put our guests at the heart of everything they do. And we’re looking for more people like this to join our friendly and professional team.




This role is predominantly focused on managing the delivery of the global luxury loyalty programs to ensure a best in class experience for members, hotels and IHG. Responsible for leading marketing and communications efforts for the program, including member communications, and serve as global steward for the InterContinental Ambassador brand identity.

Essential Duties and Responsibilities –

  • Utilize member insights and research to help recommend, develop and launch planned  program communications.
  • Develop expertise on luxury marketplace and consumer needs.
  • Manage communications and marketing strategy for global luxury programs, and  ensure all communications are on brand and convey the most relevant information to members for that channel and deliver on defined ROI.
  • Oversee member card fulfillment and work with operations team to improve processes to ensure efficiencies in time and delivery.
  • Manage yearly migration process for members who maintain, earn or lose status within  the program.
  • Agency and stakeholder management for creative and development of key initiatives,  including brand identity.
  • Serve as expert for global Luxury Loyalty team. Receive and address questions and requests on loyalty programs from key stakeholders and hotels, and proactively  compile, communicate and present key program updates and reporting/analysis.
  • Represent loyalty programs team at key meetings/forums as needed.
  • Budget development and management for luxury loyalty program initiatives.

Qualifications

Education –

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

 

Experience 

8+ years progressive work related experience with demonstrated understanding of multiple business processes related to the position including marketing development, implementation and or management (preferably within the travel industry).

 

Technical Skills and Knowledge 

  •        Strong knowledge of marketing principles, including strategic concept development for new products/programs and market research.
  •        Cursory knowledge of data flows within the Company.
  •       Cursory knowledge of loyalty program databases and operating systems.
  •        Experience with Microsoft PowerPoint, Excel and Word
  •       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.
  •        Demonstrated project management skills in organizing, planning and executing mid to large size projects from conception through implementation.
  •        Budget development/management
  •       Brand management
  •        Program or promotion strategy development and implementation
  •       Preferably, demonstrated success working with a geographically-dispersed team.

In return we’ll give you a competitive financial and benefits package which can include healthcare and dental coverage, disability and life insurance, and a matched 401(k) program. Hotel discounts worldwide are available as well as the chance to work with a great team of people. Most importantly, we’ll give you the room to be yourself.

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Loyalty Jobs – Manager, Marketing Customer Loyalty – Victoria Secret – Columbus OH

The Manager of Customer Loyalty manages the planning and execution of loyalty strategies to drive profitable business growth and build brand equity. Responsible for the creation and implementation of new concepts, strategies, programs and technologies designed to generate customer growth and engagement. Develop, forecast, execute and analyze integrated customer marketing programs through a lens of ONE customer who shops across multiple product categories and sales platforms.




RESPONSIBILITIES:
• Manage the ideation and scope definition of Angel Card program evolution and implementation
• Manage the ideation and scope definition for VS Mobile App and core non-card loyalty reward structure creation and implementation
• Collaborate with Business Unit Marketing partners to ensure loyalty programs support key brand moments/launches and integrate into overall customer marketing initiatives
• Efficiently and effectively execute the work plan, collaborating as needed with internal and external resources
• Develop and implement new marketing efforts around Angel Card and Non-Card loyalty (ex. new benefits, offers, communication vehicles etc.), campaign and product strategy, etc. utilizing loyalty app as a method of driving engagement, sales, and customer data capture
• Develop campaign design briefs to initiate marketing campaigns
• Educate, promote and evangelize the role of loyalty in acquiring and retaining customers and customer data for Victoria’s Secret Stores and Online
• Create and maintain catalog of industry loyalty programs for benchmarking
• Support analytic teams in the financial planning and analysis of loyalty programs
• Responsible for translating data and customer insights into actionable strategies designed to reach customers and build loyalty
• Bring a “customer lens” to loyalty initiatives, promoting a consumer-driven mindset and perspective across the organization

Qualifications

• Ability to manage relationships both within the organization and externally through efficient, effective and sometimes frequent meetings/interaction with senior staff and external vendors.
• Ability to drive results and initiatives.  Be a strong team player.
• Passionate interest in understanding the customer and customer behavior.  Ability to translate findings into meaningful, prosperous long-term customer relationships.
• Strong creative and organizational / project management skills  
• Ability to monitor results, ask the right questions and refine programs accordingly.
• Strong communication skills.
• Proven capacity to manage multiple and competing demands/projects and deliver against aggressive goals.
• Capacity to work in an ever-changing environment.
EXPERIENCE REQUIRED:
• Bachelor’s degree in related field required, MBA preferred
• Minimum 7 years of customer marketing experience in the areas of loyalty, private label credit cards
• Exposure to high visibility fashion/beauty/retail brands a plus 
• Familiarity with customer databases and analytics
• Retail experience preferred.
• Proven track record in development/execution of customer marketing plans, inclusive of analytics and recommendations to impact growth strategies
• Experience managing and leading direct reports
• Knowledge of consumer marketing, brand management, promotion, 
• Strategic, analytical and creative thinker
• Excellent written and verbal communication skills

Loyalty Jobs – Senior Manager, Loyalty Business Development – American Express – New York NY

Job Description

The Global Membership Rewards Center of Excellence, within the Global Premium Products & Benefits organization, is responsible for setting the enterprise-wide vision for Membership Rewards that leverages our partnerships, marketing assets, and capabilities to create a global, market-leading approach to loyalty.




The Senior Manager, Loyalty Business Development is responsible for the end-to-end management of loyalty programs designed to enhance American Express’s relationship with its premium Card Members and support the organization’s efforts to drive merchant funding. This individual is responsible for securing partner funding that is programmatically delivered to Card Members as an unexpected benefit of membership. Programs include High Value Card Member Recognition and Centurion WOW, in addition to holiday gifting.
Key responsibilities:
  • Sell-in programs to merchants to achieve partner funding goals
  • Build pipeline of qualified and relevant consumer retail and lifestyle brands for each program
  • Create materials that articulate value for partnership prospects
  • Support all aspects of partnership evaluation, deal negotiation, and execution
  • Project manage production of marketing materials
  • Source and negotiate pricing for holiday and regular gifting programs
  • Leverage Blue Box assets and partner with key internal business partners (Global Merchant Services, Card Product Management, Marketing, Membership Rewards, etc.) to pursue partnerships that strengthen value proposition to Card Members
  • Ensure all new partnerships deliver value to our partners, Card Members, and shareholders

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Qualifications

  • The ideal candidate is a curious, strategic, and results oriented individual
  • Experienced relationship manager with a proven ability to sell-in ideas
  • Ability to build relationships, influence, and collaborate effectively with cross-functional teams
  • Strategic thinker who enjoys working in whitespace
  • Exceptional verbal and written communication skills
  • Track record of driving results

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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Loyalty Jobs – Director B2B Loyalty Programs – IHG – Atlanta GA

Description

When you’re a part of IHG, you’re more than your job title. And that’s what we love – the individual talents, interests and dreams that make you who you are.

Join the Global Marketing team at IHG and we won’t expect you to conform to any stereotype – because we know that a team with different perspectives and passions can only make us stronger.




What you will need is ambition, talent and some key skills. For this vital role, we’re looking for someone who will direct the multi-year vision and ownership for IHG Business Rewards and any future B2B extension programs and is accountable for the development and implementation of innovative region specific loyalty initiatives (and/or for specific key in-region markets) to build deep customer loyalty and improved market share. The Director, B2B Loyalty Programs delivers to the region(s) expertise in loyalty trends and continuous improvement of B2B loyalty program. He/She sets regional B2B loyalty deployment strategies to ensure program standards are maintained (e.g. Enrollments, Recognition, Training) and maintains ownership of Global & Regional program deployment tools (e.g. Loyalty Champion). The Director leads the implementation of B2B loyalty-specific Global Sales & Marketing (GSM) strategic initiatives and ensures alignment with the regional strategies. The role is accountable for the delivery of budgeted B2B loyalty revenues. He/She works in close alignment with global B2C loyalty team to ensure product roadmaps and technical capability is developed to respond to regional needs (e.g. loyalty platforms, CRM tools). The Director, B2B Loyalty Programs creates a first class development environment that strengthens team pride and alignment with business objectives. He/She constantly seeks out insights on competitors and loyalty trends to improve programs and processes that can strengthen our company’s competitive edge. This leader will become an integral point of contact to the Commercial team so as to provide advice on opportunity areas and recommendations for improving the business while achieving the Company’s objectives.

Essential Duties and Responsibilities – (Key Activities)

  • Create annual business plans, budgets and performance targets to achieve department goals in B2B customer loyalty, revenue production and cost control.
  • Guide and maintain a culture of continuous understanding of global and regional loyalty trends and program improvement to maintain a competitive advantage and deliver higher customer loyalty.
  • In partnership with global loyalty owners responsible for the regional B2B loyalty experience and delivery of program communications. Collaborates with regional deployment teams to ensure program standards are maintained (e.g. Enrollments, Recognition, Training).
  • Direct regional program input with Global team who has final accountability for main cost levers (breakage, Redeemed Point Cost) to maximize the efficiency of the P&L and prevent future liability exposure. Lead strong regional collaboration with the global team as they create and direct financial policy for: 1) the B2B loyalty program cash reserve (over $280 million) by managing the main cost levers (Redeemed Point Cost; Breakage), directing outside actuarial inputs and monitoring customer point usage trends; and 2) setting reward pricing policy (both pricing to consumers and reimbursements to vendors/hotels).
  • Sponsors and / or leads multi-functional, regional task forces/project groups to scope and implementB2B loyalty program advancements and products in-tune with overall strategic prioritisation.
  • Influences the annual global strategic planning process to represent key regional initiatives and focus markets.
  • Establishes extensive knowledge base through internal and external sources in order to define and set an innovative agenda for regional B2B loyalty delivery. Identifies and responds to key consumer/industry trends and determines future regional B2B loyalty scenarios.
  • Create an environment for a highly engaged team and lead towards maximum effectiveness by developing team members towards their full potential, assigning roles/tasks that facilitate personal growth and shepherding people over time toward roles where they continue to develop and operate suited to their professional areas of strength.
  • Lead assigned functions within established budgetary and manpower plans; establish goals, performance standards, and operating procedures for assigned functions. Participate in creation and management of department staffing and capital budgets.
  • Responsible for monitoring performance and developing recommendations for improvements of member guest experiences through B2B loyalty program at hotel level and through IHG Guest Relations.
  • Direct and oversee the design and development of significant and highly complex projects to ensure business objectives are meet and exceeded.
  • Establish and maintain relationships with peer management, including global loyalty owners, worldwide sales, centralized IT groups, regional brand teams and develop a strong working knowledge of all regional Commercial business functions and objectives.
  • Develop competency and understanding of the Digital, Loyalty and Partner Marketing business and strategic direction to ensure accurate translation of requirements into specifications to global loyalty owners.
  • Plan, organize, control and lead subordinate functions within established schedules, budgetary and manpower plans; establish goals, performance standards and operating procedures for assigned functions. Participate in creation of department staffing and capital budgets.
  • Coach and develop team members; hire, fire, assess, discipline, document performance, recommend salary and classification changes. Act as an advisor to subordinate managers or staff to help meet established schedules and/or resolve technical or operational problems.

Required Qualifications

Education

Bachelor’s or Master’s Degree in a relevant field of work or an equivalent combination of education and work related experience.

Experience

10 + years progressive work related experience with demonstrated proficiency in multiple disciplines/technologies/processes related to the position including loyalty experience and 5 to 7 years of managing teams and / or significant complex projects.

Technical Skills and Knowledge

  • Demonstrated knowledge and proficiency in the interpretation and translation of market research into actionable information.
  • Demonstrated knowledge and understanding of travel loyalty programs.
  • General understanding of database tools, data warehousing and data mining.
  • Understanding of hotel operations and the data flows within the Company.
  • Demonstrated proficiency in identifying, directing and developing effective marketing creative and copy.
  • Experience in managing 3rd party marketing agencies
  • Demonstrated financial proficiency to manage program financials.
  • Understanding and knowledge of regional markets and key unique geographies.
  • Understanding and awareness of data privacy laws.
  • Demonstrated project management experience in organizing, planning and executing large-scale projects from conception through implementation.
  • Demonstrated experience in leading and developing people.
  • Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, and staff.
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Loyalty Jobs – Loyalty Program Manager – James Hardie – Chicago IL

Position Summary:
The Loyalty Program Manager manages the strategy development, execution of new initiatives, and affiliations performance. This role takes on day-to-day business management and strategy development responsibilities for the Contractor Alliance Program and other programs within the Strategic Marketing Organization. The manager is also responsible for focusing on developing and growing the relationship we have with strategic members in the CAP program. The Loyalty Program Manager is responsible for Strategic Partnership development to provide non product value added services and capabilities to CAP members with a focus on our highest value CAP members. The Loyalty Program Manager reports to the Director – Affiliations. This position will have 1-2 direct reports and will coordinate closely with segments leads. Travel is expected to be ~30%.




Position Responsibilities:
Helps develop the strategy and infrastructure for Affiliation Program growth
Short range strategy development inputs and evaluation
Delivery against annual program, segment, and profit goals
Marketing and sales tool strategy and budgeting
Affiliation program competitive analysis and game plans
Creation and delivery of enhanced non-value add services and partnerships
New process, product, and technology innovation business case development
Supporting manager for the Affiliations Director in articulating and implementing the short term affiliations growth goals along with go to market strategy and initiatives
Primary day to day responsibility for managing resource(s) responsible for program operations, vendor management, etc.
Primary short term responsibility for accelerating Affiliation Programs contribution to business results via improved strategy definition, operational excellence, and financial performance.
Primary long term focus is on achieving Affiliation Program member engagement & alignment to defend and grow JH share and profitability
Lead Affiliation program team member(s) responsible for CAP and other program execution.
Oversees the development of Affiliations program marketing objectives, partners with marketing team on the deployment of marketing activation and program tools
Understands market conditions and competitive strategies and creates business plans to address opportunities and threats
Leads development and usage of management and program reporting tools to track progress against goals and identify strategy shifts
Gains deep understanding of our Contractors and Home-owners and develops compelling customer and market benefits to ensure contractor alignment with JH, drive member acquisition and retention
Leads strategic thinking and recommendations for driving increased Contractor acquisition and alignment with R&R Segment, and Sales organization
Identifies gaps and helps lead sales specialist and R&R segment team program knowledge coaching and development
Works with various cross-functional partners including: Marketing, Finance, Supply Chain, Sales, R&D, HR, and Product Management
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Knowledge, Skills, and Abilities

Required:
Excellent leadership, project management, collaboration skills and the ability to drive results
Ability to proactively manage multiple projects in a fast paced, change oriented environment, yet flexible enough to adapt to changes
Ability to analyze business and market trends and partner feedback to better refine product offerings and drive business growth
Strong bias for results and can work independently as well as interact effectively across functions and at all levels
Ability to achieve alignment and buy in for strategies and plans to drive achievement of goals
Demonstrated ability to successfully understand profit and loss techniques and skills to develop and evaluate business goals and strategies, analyze information to derive insights and implications to initiate planning and/or re-planning, and controlling actual results versus budget
Superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals
Demonstrated advanced skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, SmartSheet, and proprietary software)
Willingness and ability to travel up to 30%

Education/Experience

Required:
Bachelor’s Degree in Sales, Marketing, Business, or related field (MBA preferred).
8-10 years of experience in loyalty program management, partnership management, or customer relationship management.
Proven project management experience in a cross-functional environment
Business to business plus business to consumer marketing experience (preferred) .
Sales or business development experience (preferred).

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Loyalty Jobs – Manager / Senior Manager of Loyalty Program Integration – Wyndham Hotels & Resorts – Parsippany NJ

There’s no one else like us. Wyndham Hotel Group is a hotel industry giant with an unmatched presence of more than 8,100 hotels and approximately 708,500 rooms in 78 countries. We’re a hospitality powerhouse, with iconic brands united by the richest and simplest rewards program in the business.

Our brands include: Super 8®, Days Inn®, Howard Johnson®, TRYP by Wyndham®, Ramada Worldwide®, Ramada Encore, Microtel Inn & Suites by Wyndham®, Hawthorn Suites by Wyndham®, Wingate by Wyndham®, Travelodge®, Knights Inn®, Baymont Inn & Suites®, Wyndham Garden®, Wyndham Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, The Trademark Hotel Collection®, AmericInn® and Dolce Hotels and Resorts®.

The blue thread that ties them all together is Wyndham Rewards®, the richest and simplest rewards program in the business. Wyndham Rewards has revolutionized the loyalty landscape, offering members a simple-to-use, generous points-earning structure along with a flat, free night redemption rate – the first of its kind for a major rewards program. Wyndham Rewards® members – over 53 million and counting – have the chance to earn and redeem points for hundreds of rewards options around the world every day.

Headquartered in Parsippany, N.J., with offices around the globe in London, Shanghai, Buenos Aires, Dubai and other cities, Wyndham Hotel Group employs over 8,800 associates worldwide.

The Manager/Senior Manager, Loyalty Program Integration Responsibilities include:

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 integration

Map out and manage complex and dynamic project plans to support the full integration of the loyalty programs, 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

Conduct internal and external analysis to build a fact base, assess loyalty program synergies and trends, identify innovative opportunities, and present insights with customer-centric recommendations to leadership

Collaborate with research and analytics teams to identify reporting requirements to monitor and measure the effectiveness of programs and campaigns with the goal of leveraging data-informed insights to build strategic recommendations

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

Bring creative energy, challenge established thinking, and discover new and innovative ways to solve customer problems while enhancing the customer experience throughout all stages of the lifecycle

Facilitate weekly project status meetings, providing key updates to senior leadership

Qualifications:
Experience/Education

Minimum of 3 years loyalty membership program or CRM strategy experience, preferably within the hospitality industry

MBA preferred

Project management and/or consulting experience a plus

Abilities/Key Competencies/Skills

Excellent project management skills and ability to manage several diverse and complex projects simultaneously while remaining calm under pressure

Demonstrated success in motivating and driving results within a cross-functional environment

Skilled in developing and managing successful internal and external relationships

Excellent organizational skills and flawless attention to detail

Comfort with the dynamic nature of new program/product development

Understanding of CRM technology platforms and dependencies

Team player with a positive attitude and the ability to motivate others

Strong orientation to analytical rigor and problem solving

Expert communication skills, including the ability to create/tailor presentations to different audiences; ability to easily communicate across all levels (executives, employees across multiple disciplines)

Right/left brain balance – knack for innovation and creativity paired with strong attention to detail

Solid financial acumen, budget management skills, and ability to drive financial metrics

Customer-obsessed with a passion for innovation, personalization, and customer experience

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Loyalty Jobs – Director Loyalty Program Management & Innovation – Wyndham Hotels & Resorts – Parsippany NJ

The Director will lead the overall program management of the award-winning Wyndham Rewards Loyalty program.

Responsibilities include:
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.

Responsibilities

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

Qualifications:
Complexity

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

Scope/Financial Responsibility

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.

Abilities/Key Competencies/Skills

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.

Experience/Certificates/Education

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.

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Loyalty Jobs – VP Loyalty Program Management – Cinemark – Plano TX

Cinemark is looking for a talented Vice President of Loyalty Program Management to join our marketing team. Reporting to the CMO you will help establish CRM as a critical, new, functional center of excellence within the marketing team and contribute to the overall direction of the Loyalty Rewards Program. The VP of Loyalty Program Management will also be a highly visible member of the marketing team working in close collaboration with Cinemarks digital & physical product engines, engineering, operations, IT and finance.




The VP of Loyalty Program Management will lead integration efforts among IT resources, Digital product teams, and Consumer Insights researchers to drive strategy and engagement features. The ideal candidate will have experience bringing next generation products, services and technologies to market. This role requires an individual with a strong combination of strategic thinking, detailed tactical planning, and project management expertise.

Responsibilities:

  • Set the strategic vision, goals, and objectives for Cinemarks Loyalty Program
  • Build and develop a best-in-class Loyalty Program Marketing Team including: social media & community; paid media; growth (SEO, email, .com, mobile, in-app, loyalty, etc.) and analytics
  • Drive revenue and growth through acquisition, on-boarding, retention and loyalty programs
  • Ensure the continued growth, reach and relevance of Cinemarks social channels, and guide the development of content & cross-functional strategies to elevate & extend Cinemark with key consumer segments
  • Lead the on-going forecast, planning, reporting and ROI evaluation of all CRM, Growth & Media marketing spend, tools & resources
  • Work closely with the digital product and engineering teams on features and functionality that will impact acquisition, retention, and engagement
  • Continuously optimize timing, frequency, cadence and messaging at a consumer and priority segment level to deliver strong channel performance and business results
  • Define business requirements and lead partners in product, engineering, analytics, IT and operations to sequence and implement CRM tools and applications including marketing automation, campaign management, data integration and more
  • Set annual goals and KPIs and devise and implement measurement plans
  • Working with the marketing team and discipline leads to plan and manage complex, multi-work stream projects, ensuring that projects are set up for success and that all deliverables have been completed on schedule
  • Creating and maintaining project schedules, internal and external status reports, risk and issues logs
  • Working closely with project sponsors and external partners to ensure project plans are integrated and key dependencies are identified, as well as managing clients and partners to ensure those key dates are met
  • Developing strong partnership with stakeholders, enabling collaborative scope and change management
  • Leading risk identification and risk mitigating planning
  • Managing interdependencies among work streams and interfacing with the discipline leads to resolve project-related issues and escalate issues and risks as necessary for resolution
  • Identifying and correcting communication gaps and process/productivity issues
  • Managing projects to the budget and timelines defined, and raising an alert if projects are going over on budget or time
  • Managing overall work breakdown and resource assignment; effectively anticipating, identifying, and driving resolution to throughput bottlenecks
  • Developing & presenting executive level status and risk reporting
  • Reporting project status on a regular basis to the project team, and account services
  • Forecasting resource requirements for upcoming projects
  • Facilitating project post-mortems with all key partners and identify key areas for process improvements
  • Work closely with UX and other cross functional partners to document use cases, feature stories and wireframes, test plans, associate readiness plans, performance reports and controls
  • Create and leverage cross-line-of-business partners to carry out initiative strategy, planning, stakeholder approvals and execution pathing
  • Establish and maintain clear execution routines for initiative continuity and regular management briefing/status reporting
  • Collaborate with executive management to shape and execute Cinemarks Loyalty Rewards Program roadmap

Requirements:

  • 10+ years of experience in consumer marketing, acquisition, engagement and retention strategy with a leading consumer-facing brand, subscription-based service, or strategic digital marketing / growth marketing and communications agency
  • 5+ years proven leadership in a management role working in loyalty, Fortune 500 rewards programs, digital currencies, sales, marketing and e-commerce
  • Experience with Digital Commerce environments with a proven track record of growing these channels and an excellent understanding of retailers business models and how technology enables marketing and sales
  • Deep expertise in digital marketing, direct marketing, CRM, social media, customer engagement strategy, SEO, In-App/Push and database marketing
  • Experience in subscription-based business models, trial/offer strategy and loyalty marketing
  • Proven ability to bring new products/services to market
  • Strong interest and knowledge of emerging technology trends and applications
  • Proven track-record in media strategy, planning, buying and optimization
  • Fluent / working knowledge of current best-practices and tools for marketing tech including data management, adv/campaign management and marketing automation
  • Exceptional communication and relationship management skills – deep cross-functional collaboration is required
  • Ability to think creatively on how to solve projects risks without reducing quality
  • Ability to effectively navigate a cross functional organization to get work done
  • Strong project management skills
  • Excellent presentation, written and verbal skills
  • Ability to work independently and manage communication to all organizational levels
  • Ability to manage interdependencies between projects and communicate the overall vision to each of the discipline leads
  • Ability to review each work product from vision, and ensure that design and work product are meeting the business requirements
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