Senior Manager Loyalty Business Partner Europe

hace 2 semanas

Madrid, España Radisson Hotel Group, Madrid Office- Marketing & Digital A tiempo completo

The Radisson Rewards program is a key commercial driver for RHG Hotels. The senior manager is responsible for setting the strategy for how the EU, UK, Russia hotels leverage loyalty to achieve their annual targets. The senior manager must ensure the plan aligns to the broader Global Loyalty strategy, execute the strategy, and manage the relationship between all involved stakeholders - particularly Area Offices and Hotels. Ad-hoc Loyalty projects and data performance management will be also part of the responsibilities.

**Role and responsibilities***:
1. Develop, manage and execute a strategy to grow the loyalty associated revenue, number of members acquired and member engagement for B2C loyalty programs in Europe, UK, Russia. - Assuring the full KPIs Target Achievement in all Hotels, in line with the global strategy and have a strong understanding of the guest journey and technical processes/systems used by Hotels in the Loyalty area.
- 2. Stakeholder Engagement and Strategic visits to Areas & Hotels: - Act as a liaison representing loyalty at both internal and external level and proactively develop a strong relationship with involved stakeholders in all areas to ensure alignment and garner support for loyalty initiatives. - Represent the voice of the loyalty program with its initiatives in the Areas and be the key contact person for the hotels to ensure hotels deliver on the loyalty team’s goals and objectives. Key contact person for PPHE, Edwardian hotels and Prizeotel. 3. Provide in-depth reporting and drive loyalty brand standards compliance, loyalty associated revenue and enrolments at hotels in close collaboration with HR through training & webinars
- 4. Member Experience Compliance in all Hotels: participate in personalization and customer journey initiatives to enhance Members overall experience across all touch points, assuring a full Radisson Rewards experience compliance.
- 5. Liaise with RevOps and pricing teams to ensure member specific benefits reflect evolving customer needs and sustain profitability whilst driving long-term loyalty.
- 6. Support with customer lifetime value analysis, segmentation and persona development to improve targeting capabilities and relevant messaging.
- 7. Contribute to and oversee the developments and implementations of new loyalty programs/practices and monitor the progress by executing performance reporting and level presentations on a regular basis.
- 8. Leading & Managing ad-hoc projects related on the development / update / growth of the Radisson Rewards Program Contribute to and oversee the developments and implementations of new loyalty programs/practices and monitor the progress by executing performance reporting and level presentations on a regular basis.

**Competencies & Skills requirements**:

- Strong problem solving, interpersonal skills required, public speaking during GMs conventions / meetings - Analytical skills to read/present the data to identify actions accordingly. - Must have the initiative work independently and the ability to collaborate with different stakeholders - Ability to develop and deliver senior-level ready material and presentation - Technical understanding of Loyalty processes (eg. Enrolments) & systems at Hotel level - Availability to travel, visiting Area Offices and key hotels

**Minimum education***: Bachelor’s Degree, preferably in Economics/Marketing/Hotel Management

**Minimum experience***: 5+ years of experience managing senior client relationships with a proven record of interfacing with all levels of an organization, or at least 5+ experience as GM or FOM in Hotels

**Language skills***: Must be fluent in English. Additional language(s) are a plus

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