Loyalty Program Manager

2 weeks ago

Kuala Lumpur, Malaysia Cititel Hotel Management Full time

As the Loyalty Program Manager, your primary role involves conceptualizing, implementing, and overseeing our hotel guest loyalty and rewards program. Your duties encompass crafting strategies to boost customer retention, fostering engagement, and cultivating loyalty towards our hotel booking platform.

**Responsibilities**:

- Develop a robust loyalty and rewards program strategy aligned with company objectives, outlining clear objectives, target segments, and measurable KPIs.
- Supervise the seamless integration of the loyalty program with existing company systems and procedures.
- Create an enticing reward structure to incentivize customer participation.
- Formulate plans to enhance customer interaction and engagement with the loyalty program.
- Regularly analyze customer data and program performance to glean insights into behavior, preferences, and trends, utilizing this information for informed decision-making and program enhancement.
- Devise communication strategies to educate customers about program benefits and features, ensuring consistent messaging across all channels.
- Collaborate with marketing, product, finance, and other relevant teams to ensure synergy between the loyalty program and overall business strategies.
- Develop promotional campaigns to attract new program members and retain existing ones.
- Monitor key performance metrics to evaluate program success and impact on customer retention and profitability, providing regular reports to management and stakeholders.
- Continuously review and update the loyalty program to adapt to evolving customer needs, market dynamics, and competitive landscapes.
- Manage the allocated budget for the program, ensuring efficient resource utilization to achieve program goals.

**Requirements**:

- Bachelor's degree in Marketing, Business, or a related field.
- Minimum of 5 years of relevant work experience.
- Profound understanding of loyalty program concepts, strategies, and best practices.
- Familiarity with loyalty program structures, reward systems, and customer engagement techniques.
- Ability to discern customer needs and preferences to design effective loyalty programs.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Effective leadership and management capabilities.

**Job Types**: Full-time, Permanent

**Benefits**:

- Health insurance
- Maternity leave
- Professional development

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