Loyalty Operations & Performance Manager
Loyalty Operations & Performance Manager
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Job Description
The Loyalty Operations & Performance Manager is responsible for driving operational excellence in loyalty program execution training and performance monitoring across Minor Hotels. This role acts as a master trainer campaign coordinator and performance analyst ensuring smooth collaboration between hotel teams corporate departments and technical stakeholders. The role is supported by a Loyalty Executive and reports directly to the Assistant Director.
Qualifications :
- Bachelors degree in Marketing Business or related field.
- 35 years of experience in loyalty marketing hospitality operations or training.
- Strong coordination and communication skills.
- Familiarity with commercial systems CMS and loyalty or hotel operations.
- Analytical mindset with attention to detail.
- Self-driven adaptable and collaborative.
Additional Information :
Training & Enablement
- Deliver onboarding and refresher training for hotel teams and Hotel Champions (HCs).
- Develop and maintain training materials and SOPs.
- Host monthly HC meetings and knowledge-sharing sessions.
- Track training effectiveness and feedback.
Loyalty Operations & Performance
- Monitor and analyze monthly loyalty KPIs across properties.
- Prepare performance dashboards and reports for internal review.
- Identify trends and recommend operational improvements.
- Ensure timely and accurate reporting in collaboration with the Loyalty Executive.
Campaign Coordination
- Coordinate the rollout of GHA and Minor-led loyalty campaigns.
- Liaise with MARCOM eCommerce and Social Media teams for campaign assets and communications.
- Ensure hotel teams are briefed and supported during campaign launches.
- Track campaign execution and compile post-campaign insights.
Hotel Onboarding & System Setup
- Manage loyalty onboarding for new properties including HC assignment and CMS access.
- Coordinate with IT and Commercial System to ensure system readiness and data accuracy.
- Track onboarding progress and ensure timely training delivery.
System & IT Liaison
- Act as the first point of contact for loyalty-related system issues.
- Coordinate with IT Commercial System and Digital team on enhancements bug fixes and new projects.
- Support Opera Cloud conversion tasks related to loyalty operations.
Cross-Functional Communication
- Maintain clear and timely communication with hotel teams and internal stakeholders.
- Coordinate training schedules campaign updates and system notifications.
- Support change management initiatives and promote adoption of new tools and processes.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
