Job Purpose:

The position is responsible for the management andexecution of ALL loyalty program in GreaterChina.

Key Interactions:

Internally

• Loyalty Team in Asia Pacific and Paris
• Franchise Team, Accor Plus Team, Accor Academie Team in Greater China
• Sales & Marketing Team, Operation Team and Accounts Team in Greater China
• Greater China Hotels (Managed)

Externally

• Greater China Hotels (Franchise)
• Members and Guests (Potential members)
• Accor Call Centre Operation Agency
• Design and printing agency and marketing research agency
• Business Partners

Primary Responsibilities:

1st primary responsibilities

• Responsible for developing strategic plan of actions for ALL (Accor Live Limitless) to achieve set loyalty KPIs (member revenue contribution, acquisition, retention, activation)
• Monitor loyalty KPI on monthly basis and provide action plans accordingly.
• Define and implement member acquisition strategy via in-hotel recruitment
• Develop database marketing programs to drive enhanced revenue from existing member base
• Work closely with Customer Experience department to help on driving the customer loyalty and satisfaction
• Manage the member service on complaint cases and various member inquiries to drive the loyalty program dialogue and increase member satisfaction

2nd primary responsibilities

• Implement loyalty program member activation through special and unique member exclusive campaigns
• Help to utilize and manage an annual loyalty budget to facilitate communications, marketing initiatives and research to achieve maximum increase in member loyalty and group revenues from the loyalty channel
• Analyze member data and initiative results and determine opportunities to increase ROI from budget spend and activities.
• Design and develop internal hotel supporting guideline and collateral to communicate the key strategy, mission, operation of the loyalty programs to hotels in Greater China to increase hotel engagement
• Work closely with communication team to boost the exposure for loyalty program in the region

3rd primary responsibilities

• To liaise with the country loyalty leaders and assist in driving the culture in hotels where are indicators of low engagement
• Work closely with loyalty team in Asia Pacific for the loyalty program training courses design and knowledge refresher training
• To deliver pre-opening training on Loyalty Programs in the region and to be the key point of contact for the hotel LCAH Ambassador/Certified Trainers to answer questions and to provide course content updates
• As new information is received on loyalty programs, to distribute the information to the hotels, review all training material to ensure is in line with updates and advise trainers of any changes

Profile:

Knowledge and Experience

• Bachelor Degree in Marketing, travel and tourism related field.
• Minimum of 5 years of loyalty or related marketing experience including more than 3 years in a management role.
• Strong data mining ability and to read behind the reports and spot opportunity.
• Travel and hotel industry knowledge is preferred
• Excellent command of English and Mandarin (speaking, reading, writing).

Competencies

• Strategic thinking and business sense.
• Superior communication skill and is able to create, develop and maintain internal and external relationships to gain support and involvement in initiatives.
• Excellent coordination and planning skills with a high attention to detail.
• Active, energetic, passionate, with a creative and innovative way of thinking and a willingness to challenge existing paradigms.

上班地址：遵义路150号