Responsibilities:

Main responsibility would be to design, implement and manage the loyalty and rewards program for our database of hotel guests. This involves developing strategies to enhance customer retention and engagement, as well as driving customer loyalty towards our Hotel booking engine.

• Designing and developing a comprehensive loyalty and rewards program strategy that aligns with the company’s goals and objectives. This includes setting clear program objectives, defining target customer segments, and establishing measurable KPIs.
• Overseeing the implementation of the loyalty program, ensuring it is integrated seamlessly with the company’s existing systems and processes.
• Creating a compelling and attractive reward structure that motivates customers to participate in the program.
• Devising strategies to enhance customer engagement and interaction with the loyalty program.
• Regularly analysing customer data and program performance to gain insights into customer behaviour, preferences, and trends. Using this data to make informed decisions and continuously improve the program’s effectiveness.
• Developing communication plans to inform customers about the benefits and features of the loyalty program. Ensuring consistent and effective messaging across various channels.
• Collaborating with marketing, product, finance, and other relevant teams to ensure the loyalty program complements overall business strategies and customer experience efforts.
• Creating promotional campaigns and initiatives to attract new customers to join the loyalty program and encourage existing members to remain engaged.
• Monitoring key performance metrics to assess the program’s success and impact on customer retention and profitability. Preparing regular reports for management and stakeholders to showcase program results.
• Continuously reviewing and updating the loyalty program to adapt to changing customer needs, market dynamics, and competitive landscapes.
• Managing the budget allocated for the loyalty program, ensuring that resources are efficiently utilized to achieve program objectives.

Requirements:

• Degree in Marketing, Business or relevant field
• At least 5-10 years of relevant working experience
• Strong understanding of loyalty program concepts, strategies and best practices
• Familiar with loyalty program structures, reward systems and customer engagement techniques
• Understand customer needs and preferences which is essential to design loyalty programs
• Analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Strong leadership and management skills