Loyalty Operations & Performance Manager

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.

• 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.

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