Manager, Loyalty Experiences - 18-Month Maternity Cover
About the role
Company Description
Fairmont Hotels & Resorts
Join a dynamic team and be part of the Fairmont family – with 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.
Raffles Hotels & Resorts
The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.
Job Description
Reporting to the Director, Loyalty & CRM, North & Central America, the key objective of this role will be to lead the experiential programs that contribute to the growth and performance of the ALL loyalty program in North & Central America. This position will develop, plan and execute the opportunities that fall under the ALL Experiences platform and will also build the marketing initiatives that support them. In addition, the role will support various social media marketing aspects.
Loyalty Event & Experiences:
- Assist in development of NA experience strategy to drive program value, engagement and point redemption
- Work with hotels to develop, coordinate and execute loyalty experiences & events
- Work with partners and third parties to negotiate and acquire ticket allocations/VIP access to key events in NCA
- Manage all member details associated with each experience (i.e. pre/post communication, coordinate stay details, transportation to/from event etc.)
- Oversee all aspects of the ALL Experiences e-commerce redemption platform (livelimitless.accor.com) – including webpage and content creation
- Lead marketing initiatives for loyalty experiences including email and social content creation
- Liaise with central and partnership teams to market global experience opportunities in NCA – e.g. opportunities SailGP and PSG
- Manage loyalty experiences budget allocation
- Maintain ongoing internal communication for all Loyalty Experiences
- Regional/Central quarterly reporting to highlight experiences and associated key metrics
Social Media:
-
Help define social media strategy for NCA to align with loyalty KPI’s
-
Work collaboratively with Marketing/Partnerships/Central teams to create and manage content for ALL NA social platforms (Facebook/Instagram)
-
Manage and execute periodic influencer campaigns to augment experiences platform and align with ALL brand objectives including increased awareness and benefits of the loyalty program
-
Manage paid ads across Meta platforms including campaign set up, budgeting, optimization and reporting
-
Oversee relationship with social agency of record ensuring content and influencer activity aligns with overall strategy
-
Regional/Central quarterly reporting to highlight social activity and associated key metrics
Qualifications
- Minimum of 3-5 years of relevant experience in the hotel or service industry with strong background in event planning and execution, concierge services, direct & digital marketing.
- Hotel operations background would be considered an asset
- Experience managing brand social media accounts
- Hospitality, Marketing or business-related degree
- Strong understanding and experience with loyalty/CRM, marketing theory/practices/tactics, digital/email marketing
- Project management skills with ability to plan, prioritize and execute initiatives
- Experience in managing a loyalty program
- Ability to problem-solve and make decisions based on disciplined quantitative and qualitative analysis
- Excellent written and verbal communication skills, good interpersonal skills
About Accor
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
Manager, Loyalty Experiences - 18-Month Maternity Cover
About the role
Company Description
Fairmont Hotels & Resorts
Join a dynamic team and be part of the Fairmont family – with 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.
Raffles Hotels & Resorts
The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.
Job Description
Reporting to the Director, Loyalty & CRM, North & Central America, the key objective of this role will be to lead the experiential programs that contribute to the growth and performance of the ALL loyalty program in North & Central America. This position will develop, plan and execute the opportunities that fall under the ALL Experiences platform and will also build the marketing initiatives that support them. In addition, the role will support various social media marketing aspects.
Loyalty Event & Experiences:
- Assist in development of NA experience strategy to drive program value, engagement and point redemption
- Work with hotels to develop, coordinate and execute loyalty experiences & events
- Work with partners and third parties to negotiate and acquire ticket allocations/VIP access to key events in NCA
- Manage all member details associated with each experience (i.e. pre/post communication, coordinate stay details, transportation to/from event etc.)
- Oversee all aspects of the ALL Experiences e-commerce redemption platform (livelimitless.accor.com) – including webpage and content creation
- Lead marketing initiatives for loyalty experiences including email and social content creation
- Liaise with central and partnership teams to market global experience opportunities in NCA – e.g. opportunities SailGP and PSG
- Manage loyalty experiences budget allocation
- Maintain ongoing internal communication for all Loyalty Experiences
- Regional/Central quarterly reporting to highlight experiences and associated key metrics
Social Media:
-
Help define social media strategy for NCA to align with loyalty KPI’s
-
Work collaboratively with Marketing/Partnerships/Central teams to create and manage content for ALL NA social platforms (Facebook/Instagram)
-
Manage and execute periodic influencer campaigns to augment experiences platform and align with ALL brand objectives including increased awareness and benefits of the loyalty program
-
Manage paid ads across Meta platforms including campaign set up, budgeting, optimization and reporting
-
Oversee relationship with social agency of record ensuring content and influencer activity aligns with overall strategy
-
Regional/Central quarterly reporting to highlight social activity and associated key metrics
Qualifications
- Minimum of 3-5 years of relevant experience in the hotel or service industry with strong background in event planning and execution, concierge services, direct & digital marketing.
- Hotel operations background would be considered an asset
- Experience managing brand social media accounts
- Hospitality, Marketing or business-related degree
- Strong understanding and experience with loyalty/CRM, marketing theory/practices/tactics, digital/email marketing
- Project management skills with ability to plan, prioritize and execute initiatives
- Experience in managing a loyalty program
- Ability to problem-solve and make decisions based on disciplined quantitative and qualitative analysis
- Excellent written and verbal communication skills, good interpersonal skills
About Accor
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.