JOB OVERVIEW
As a Loyalty Operations Manager, this role will be responsible for overseeing and managing the Wyndham Rewards program operation, act as a bridge between the hotel and headquarters, ensuring effective communication and coordination. Responsible for supervising and supporting hotel teams in achieving their goals and resolving any issues they encounter. Additionally, also be responsible for the training and development of hotel staff. This role will also involve designing and implementing strategies to enhance customer loyalty, engage with members, and improve overall program effectiveness in APAC.
KEY RESPONSIBILITIES
Manage engagement programs to ensure successful loyalty program implementation and compliance at the property level; maximize program penetration across all brands in APAC Region.
Drive the loyalty program training and provide relevant content to facilitate various training needs (including but not limited to delivering on-boarding training for GMs, making internal training material updates and webinar training series)
Oversee the day-to-day operations of the loyalty program, ensuring seamless execution of member benefits, rewards, and promotional activities.
Emphasis on Loyalty team KPIs such as member acquisition, including Valid Enrollment and Member contribution.
Loyalty Program Data Monitoring & Analysis: Collect loyalty program related data and maintain APAC loyalty program dashboard to track overall program performance.
Effectively track & communicate with DFO/DOO/FOM for property enrollment performance and strategically handle issue resolution, communication for continued enhancement of enrollment at the property level
Provide adaptation from global Wyndham Reward Enrollers incentives into APAC and initiate with full communication plan for all incentive schemes at property level to ensure the successful results of valid enrollments
Manage all loyalty team agencies/vendors for effective collateral inventory management, distribution, local adaptation and production in APAC Update and maintain the collateral needs and use from collateral requisition website, Serve as point of contact for property enquiries related to loyalty operations
Manage loyalty program budget, track expenses, and optimize resource allocation to maximize program ROI.
Stay updated on industry trends and best practices in loyalty and retention programs and recommend innovative strategies to maintain a competitive edge.
Resolve any issues or escalations related to the loyalty program, ensuring a high level of member satisfaction.
Assists Loyalty Operation & Partnership Leader for all Wyndham Rewards related events and not limited to communication with agencies, translation, proof reading, follow-up on loyalty operation activities.
Manage regular website content updates based on marketing calendar and
Supports Loyalty Operation & Partnership Leader in any other tasks or adhoc projects where required, carry out duties/projects as assigned by line manager from time to time.
Must be willing and able to work flexible hours as need to accommodate time-zone differences; some business travels required to support functional needs.
QUALIFICATIONS & REQUIREMENTS
Bachelor’s Degree
A detail-oriented, self-confident problem-solver who is able to manage projects effectively in a fast-paced, highly matrixed environment.
Proven ability to engage & influence business stakeholders through effective communication
Proven ability to creatively develop specific initiatives to motivate engagement at all levels
Strong project management skills, including a demonstrated ability to manage processes to drive efficiency, action and results. Ability to manage and deliver multiple projects at the same time
Strong analytical skills with an affinity for understanding, analyzing data and reporting to senior management
5 years minimum in operations or agency environment, hotel experience is desirable
Proven effectiveness working with virtual teams across different geographic areas
Ability to communicate effectively through conference calls and emails as required by a virtual team
Fluent in Mandarin & English – written and spoken
