Loyalty Operations & Performance Manager

Contact Details

Office Address
Confidential information
Phone
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Hospitality jobs
 Vacancies
Email
contact@hospitalityjobsvacancies.com

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Loyalty Operations & Performance Manager

Job Description

The Loyalty Operations & Performance Manager is responsible for driving operational excellence in loyalty program execution, training, and performance monitoring across Minor Hotels. This role acts as a master trainer, campaign coordinator, and performance analyst, ensuring smooth collaboration between hotel teams, corporate departments, and technical stakeholders. The role is supported by a Loyalty Executive and reports directly to the Assistant Director.

Qualifications

 

  • Bachelor’s degree in Marketing, Business, or related field.
  • 3–5 years of experience in loyalty marketing, hospitality operations, or training.
  • Strong coordination and communication skills.
  • Familiarity with commercial systems, CMS, and loyalty or hotel operations.
  • Analytical mindset with attention to detail.
  • Self-driven, adaptable, and collaborative.

Additional Information

Training & Enablement

  • Deliver onboarding and refresher training for hotel teams and Hotel Champions (HCs).
  • Develop and maintain training materials and SOPs.
  • Host monthly HC meetings and knowledge-sharing sessions.
  • Track training effectiveness and feedback.

Loyalty Operations & Performance

  • Monitor and analyze monthly loyalty KPIs across properties.
  • Prepare performance dashboards and reports for internal review.
  • Identify trends and recommend operational improvements.
  • Ensure timely and accurate reporting in collaboration with the Loyalty Executive.

Campaign Coordination

  • Coordinate the rollout of GHA and Minor-led loyalty campaigns.
  • Liaise with MARCOM, eCommerce, and Social Media teams for campaign assets and communications.
  • Ensure hotel teams are briefed and supported during campaign launches.
  • Track campaign execution and compile post-campaign insights.

Hotel Onboarding & System Setup

  • Manage loyalty onboarding for new properties, including HC assignment and CMS access.
  • Coordinate with IT, and Commercial System to ensure system readiness and data accuracy.
  • Track onboarding progress and ensure timely training delivery.

System & IT Liaison

  • Act as the first point of contact for loyalty-related system issues.
  • Coordinate with IT, Commercial System and Digital team on enhancements, bug fixes, and new projects.
  • Support Opera Cloud conversion tasks related to loyalty operations.

Cross-Functional Communication

  • Maintain clear and timely communication with hotel teams and internal stakeholders.
  • Coordinate training schedules, campaign updates, and system notifications.
  • Support change management initiatives and promote adoption of new tools and processes.

https://jobs.smartrecruiters.com/MinorInternational/744000074001084-loyalty-operations-performance-manager?trid=89334b4a-13c4-4bd2-bbae-d30c41ecede8

This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.

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