Loyalty Operations Manager lifestyle brands MEA

Loyalty Operations Manager

Within the Loyalty & ECommerce division, specifically the Loyalty department, you are in charge of the success of the ALL loyalty programme in the 40 hotels of the Ennismore lifestyle brand collective in the Middle East and Africa.

What is in it for you:
You will work for the most awarded hospitality loyalty programme, ALL Accor Live Limitless, counting 70 million members worldwide and oriented towards a sustainable travel experience. You will have opportunities to learn & develop your skills while working alongside inspiring leaders & colleagues who are experts in the loyalty hospitality sector.

What you will be doing:

• Onboarding

1. Act as ALL referent & single point of contact for Ennismore in the Middle East.
2. Train hotels upon opening and continuously to ensure the successful implementation of ALL: knowledge of the program processes and tools.

• Support

1. Support Middle East hotels by answering operational questions & liaising with the hotel support team in charge of daily problem solving (Hotel Helpdesk).
2. Monitor ALL KPIs, engage with hotels & staff, and set action plans in order to achieve targets & ensure operational excellence.
3. Supervise system configuration and connectivity actions, particularly for hotels entering and exiting the program.

• Coordination

1. Liaise with marketing operations and hotel teams to identify country or brand-specific opportunities and challenges.
2. Facilitate the deployment of new program development projects according to the guidelines of the ALL global teams.
3. Collaborate with Customer Experience teams to ensure the best stay experience for ALL members based on their loyalty status.

Main challenges:

• One common Loyalty program for more than 45 brands from Lux. to Eco.
• Faster development (hotel openings) than the rest of the group.
• New organization, new teams, new processes.

Qualifications:

Your experience and skills include:

Master's degree (business school or hospitality management school).
3-5 years of experience in marketing, hospitality, or guest experience.
A field experience in hospitality operations is a plus.

Communication skills: written and spoken. Fluent in English.

Leadership ability to convince.
Performance analysis.
Interpersonal relations.
Organization and coordination.

Remote Work: No

Employment Type: Full-time