Loyalty Operations Executive
Loyalty Operations Executive
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Job Description
The Loyalty Operations Executive plays a key role in supporting the operational execution of loyalty campaigns hotel content management and partner communications. This role requires a detail-oriented and agile individual who can manage multiple systems and processes efficiently in a fast-paced evolving environment. The ideal candidate will possess strong logical thinking multitasking abilities and a proactive mindset to handle complex workflows and cross-functional coordination.
Qualifications :
- Bachelors degree in Marketing Hospitality Management Business Administration or related field.
- 12 years of experience in hotel operations marketing support or customer service.
- Familiarity with Opera PMS and hotel systems is highly preferred.
- Proficiency in CMS platforms (e.g. Ibexa) ticketing systems (e.g. Zendesk) and Microsoft Excel.
- Strong logical thinking and problem-solving skills.
- Ability to multitask and manage complex processes with accuracy.
- Agile mindset and adaptability to rapid organizational changes.
- Excellent communication and coordination skills.
- Detail-oriented with a proactive approach to issue resolution.
Additional Information :
Key Responsibilities
Customer Support & Ticket Management
- Provide timely responses to Zendesk tickets and ensure resolution of inquiries and issues.
Content Management (Ibexa CMS & Product Feeds)
- Review and approve Stay Offers Local Offers and Experiences submitted by hotels.
- Ensure hotel overview images and room visuals are correctly synced from product feeds.
- Monitor and resolve discrepancies or errors within Ibexa CMS on a case-by-case basis.
Claim Management
- Track and follow up on open claims with hotels.
- Provide tailored solutions and send reminders to ensure timely resolution.
Campaign & Offer Execution
- Update content for Loyalty and Evergreen campaigns on landing pages.
- Ensure campaign functionalities (e.g. opt-in forms) are working properly.
- Prepare and submit PLI & Discount templates for GHA Exclusive Offers (e.g. Cyber Monday January Sale).
- Upload offer content to Ibexa CMS and follow up on rate check failures with regional teams.
Training & Webinars
- Assist in organizing and supporting monthly Hotel Champion trainings.
- Support onboarding sessions for new properties.
- Coordinate logistics for online and on-site training sessions.
Access & Approval Management
- Review and approve access requests for and GHA PBI.
- Coordinate with Brand Support for escalated access requests.
- Update HC distribution lists as needed.
Reporting & Analytics
- Generate and deliver reports based on team and hotel requests.
GHA Inquiries & Support
- Relay GHA-related inquiries to relevant teams or hotels.
- Investigate issues and provide feedback.
- Submit IPRs and request enrollment codes from the GHA team.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
