Vice President, Head of Shangri-La Circle
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Shangri-La International Hotel Management Ltd.
Headquartered in Hong Kong we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia the Middle East Europe and Africa. Regarded as one of the worlds finest hotel ownership and management companies Shangri-La is dedicated to delight guests around the world with legendary service finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world positioning us a leading brand in luxury hospitality.
As an enviable employer with industry leading levels of colleague engagement our people are our priority. Our success is only made possible through the efforts and abilities of over 42000 colleagues accordance with this belief the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues to best-in-class leadership development you can be sure that potential is identified and nurtured throughout your career.
We are seeking an accomplished and forward-thinking leader to spearhead Shangri-La Circle the Groups loyalty and lifestyle programme. As Head of Shangri-La Circle you will lead its strategic evolution and performance positioning it as a premier travel and lifestyle platform that deepens customer relationships strengthens brand equity and drives sustainable commercial growth. You will shape the end-to-end loyalty strategy spanning customer engagement and strategic partnerships to maximise Customer Lifetime Value and elevate the programmes contribution to the Groups success.
What youll be doing
1. Loyalty Strategy & Growth
- Define and execute a long-term vision for Shangri-La Circle to position it as a best-in-class travel and lifestyle membership platform.
- Drive sustainable growth in membership engagement and retention across all member segments with particular focus on cultivating high-value and high-potential members.
- Enhance member contribution to overall Group revenue by strengthening program appeal relevance and redemption value.
2. Customer Engagement & Experience
- Develop personalised engagement strategies leveraging data insights to deliver curated experiences and exclusive events for premium members.
- Foster deeper emotional and transactional loyalty through targeted communications lifestyle partnerships and digital experiences.
- Leverage quality content and member KOLs / KOCs to strengthen community advocacy and brand affinity.
3. Partnerships & Commercial Expansion
- Identify negotiate and manage strategic partnerships that expand member benefits and drive incremental revenue and business value.
- Develop frameworks for partnership selection performance measurement and co-marketing effectiveness.
- Foster collaborations across industries (travel retail financial lifestyle) to elevate the programs value proposition and expand market reach.
4. Program Operations & Performance Management
- Oversee all program operations including member services systems integration fraud management and property-level engagement.
- Drive efficiency and compliance in program execution across all regions and touchpoints.
- Leverage analytics and business intelligence to inform decision-making optimise customer journeys and report performance to senior leadership
5. CRM Strategy & Data Governance
- Lead the strategic direction and execution of the CRM function as part of Shangri-La Circles loyalty ecosystem.
- Define and oversee CRM roadmap to strengthen customer data integration segmentation and lifecycle management.
- Build a unified customer view and drive data-driven personalisation at scale through effective CRM strategy
- Establish data governance standards to ensure data quality accuracy and compliance across CRM platform.
- Use CRM insights to inform loyalty strategy campaign optimisation and customer experience design enhancing acquisition engagement and retention.
- Champion a culture of analytics-driven decision-making and continuous improvement across all customer touchpoints
What were looking for
- Bachelors degree in Business Marketing Hospitality Management or a related discipline.
- Minimum15 yearsof progressive leadership experience inloyalty program management customer engagement or partnerships ideally within hospitality travel or lifestyle industries.
- Proven track record ofbuilding and scaling customer loyalty ecosystemsthat drive measurable business outcomes.
- Demonstrated success inCRM and data-driven marketing strategies.
- Experience leading large cross-functional teams across global markets.
- Strategic thinker with the ability to translate insights into actionable business strategies.
- Strong commercial acumen and analytical ability to assess performance and ROI.
- Exceptional communication negotiation and stakeholder management skills.
- Innovative mindset with a passion for customer-centric design and personalization.
- Ability to thrive in a fast-paced multicultural environment with strong execution discipline.
- Fluent in English Cantonese and Mandarin
- Advanced proficiency in Microsoft Office (PowerPoint Excel) and other relevant tools for business analysis.
What we offer
At Shangri-La we are committed to providing our employees with rewarding and fulfilling work addition to a competitive salary we offer a range of benefits including:
- Bonus incentive schemes
- Opportunities for career progression
- Comprehensive health and wellness programs
- A collaborative and supportive work environment that values work-life balance
Required Experience:
Exec
Key Skills
- Change Management
- Financial Services
- Growing Experience
- Managed Care
- Management Experience
- Analysis Skills
- Senior Leadership
- Performance Management
- Process Management
- Leadership Experience
- negotiation
- Analytics
About Company
Book direct for offers and packages at the best rate guaranteed. Join Shangri-La Circle to enjoy exclusive member rates with more flexibility and privileges.
