Manager – Loyalty Experiences

Job Description

Reporting to the Director, Loyalty & CRM, North & Central America, the key objective of this role will be to lead the experiential programs that contribute to the growth and performance of the ALL loyalty program in North & Central America. This position will develop, plan and execute the opportunities that fall under the ALL Experiences platform and will also build the marketing initiatives that support them. In addition, the role will support various social media marketing aspects.

Loyalty Event & Experiences:

• Assist in development of NA experience strategy to drive program value, engagement and point redemption
• Work with hotels to develop, coordinate and execute loyalty experiences & events
• Work with partners and third parties to negotiate and acquire ticket allocations/VIP access to key events in NCA
• Manage all member details associated with each experience (i.e. pre/post communication, coordinate stay details, transportation to/from event etc.)
• Oversee all aspects of the ALL Experiences e-commerce redemption platform (livelimitless.accor.com) – including webpage and content creation
• Lead marketing initiatives for loyalty experiences including email and social content creation
• Liaise with central and partnership teams to market global experience opportunities in NCA – e.g. opportunities SailGP and PSG
• Manage loyalty experiences budget allocation
• Maintain ongoing internal communication for all Loyalty Experiences
• Regional/Central quarterly reporting to highlight experiences and associated key metrics

Social Media:

• Help define social media strategy for NCA to align with loyalty KPI’s
• Work collaboratively with Marketing/Partnerships/Central teams to create and manage content for ALL NA social platforms (Facebook/Instagram)
• Manage and execute periodic influencer campaigns to augment experiences platform and align with ALL brand objectives including increased awareness and benefits of the loyalty program
• Manage paid ads across Meta platforms including campaign set up, budgeting, optimization and reporting
• Oversee relationship with social agency of record ensuring content and influencer activity aligns with overall strategy
• Regional/Central quarterly reporting to highlight social activity and associated key metrics

Qualifications

• Minimum of 3-5 years of relevant experience in the hotel or service industry with strong background in event planning and execution, concierge services, direct & digital marketing.
• Hotel operations background would be considered an asset
• Experience managing brand social media accounts
• Hospitality, Marketing or business-related degree
• Strong understanding and experience with loyalty/CRM, marketing theory/practices/tactics, digital/email marketing
• Project management skills with ability to plan, prioritize and execute initiatives
• Experience in managing a loyalty program
• Ability to problem-solve and make decisions based on disciplined quantitative and qualitative analysis
• Excellent written and verbal communication skills, good interpersonal skills