LOYALTY MANAGER APAC | Melia Hotels International
Job Description
“The world is yours with Meliá”
Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.
It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?
Because belonging to the great Meliá family is being VIP
You will enjoy My MeliáRewards which is the exclusive loyalty programme for our employees with exclusive benefits and advantages.
In addition, enjoy the My MeliáBenefits programme: with flexible remuneration, exclusive discounts on a variety of products and services, active and healthy lifestyles, and charitable initiatives. Be as proud to belong to Meliá as we are of you
LOYALTY MANAGER APAC
SCOPE: HOTEL SERVICES REPORTS TO: MEMBER EXPERIENCE MANAGER
MISSION: Contribute to the development, ensure the implementation and achieve the objectives of the loyalty: customer attraction, points redemption and customer satisfaction, involving the management of loyalty programmes operations in line with the global strategy, leading inter-departmental relationships to ensure the correct functioning of the programme, and ensuring coherence in loyalty programme marketing in hotels.
IMPLEMENT THE “MEMBER EXPERIENCE” STRATEGY THROUGHOUT THE CUSTOMER JOURNEY AND ASSIST IN CONSTANT IMPROVEMENT BY BRINGING THE VISION FROM THE AREA TO THE GLOBAL PROGRAMME
Ø Use the different programme measurement tools to analyze its status
Ø Propose constant improvements to the benefits offered by the programme
Ø Raise recurring complaints or suggestions from Customer Care
Ø Be aware of the strategy of the main loyalty programmes in the area and the changes they make
Ø Always represent the vision of members, especially in operational issues
LOYALTY PROGRAMME OPERATIONS IN THE REGION
Ø Supervision and monitoring of the annual objectives set in the region and by hotel
Ø Ensure that hotels have the mandatory programme materials in reception, public areas and rooms
Ø Analyze and monitor the most important customer incidents in the region
Ø Training for hotel staff in the region, reinforcing the response to recurring customer incidents
Ø Proposals to enrich the Premium Tiers
Ø Quality control and monitoring of hotel incidents in the region
LEAD INTER-DEPARTAMENTAL RELATIONSHIPS IN THE REGION
Ø Act as a spokesperson to propose suggestions for improvement and innovation in hotels in the region (ideas, best practices, etc.)
Ø Communication of operational changes to hotels
Ø Objective communication of the number of members created in hotels, as well as points redemption in hotel stays and hotel services
Ø Communication of campaign results
Ø Communication and monitoring with Customer Experience teams on the delivery of programme benefits in the hotel
Ø Communication and monitoring with the Loyalty Operations team of improvements required in daily programme operations
Ø Communication and monitoring with Marketing teams to ensure the correct implementation of the programme image in the different areas of the hotels.
Ø Synergies with the E-commerce and Revenue Management team to optimize revenues in points of sale
Ø Synergies with the F&B team to ensure the correct delivery of programme benefits and improvements in point redemption in the different outlets
Ø Transmit the operational needs of the hotel to the Member Experience Manager
Ø Coordinate with the Loyalty Marketing team on exclusive MeliáRewards campaigns (benefits, customer lifecycle, etc.)
Ø Communication of content needs for social media for hotels in the region (those that do not have their own profile) to the Loyalty Marketing team
AUDIT MANAGEMENT
Ø Management of Internal / External Audits in hotels to ensure the correct operation of the programme
Ø Ensure the correct monitoring of operational processes
Ø Monitor hotel billing processes, ensuring that there are no points redemptions pending invoicing
Ø Monitoring and analysis of PRE, POST and IN-STAY campaigns carried out in the region
Ø Control of possible fraud among consumers, hotels, employees and B2B partners
ENHANCEMENTS TO PARTNERSHIPS IN THE REGION
Ø Regional implementation of new agreements with Global Partners made by Global Loyalty.
Ø Creation of the operational materials and coordination of the implementation schedule
Ø Suggestion of new regional partners that add value to the programme and the region, aligned with the overall partner strategy
TRAINING FOR HOTELS
Ø Identification of training needs
Ø Planning of training actions
Ø Preparation of presentations
Ø Communication with Marketing/operations about the materials needed in hotels for the correct operation of the programme
Ø Regular monitoring of incidents or any need that may arise in hotels regarding the loyalty programme
SUPERVISION OF MY MELIÁREWARDS
Ø Track sales made to employees, beneficiaries and family and friends
Ø Plans for communicating the programme benefits to employees in the region
Ø Monitor the use of the partner network by employees
SUPERVISION OF B2B SEGMENTS AND COMPANIES
Ø Monitoring of sales made on a personal level to B2B profiles
Ø Coordination with regional MeliaPRO teams of programme communication and training needs
Ø Ensure the coherence of the programme image and communication among B2B segments in the different channels
Ø Support for PRE, POST and IN-STAY campaigns on a personal level for B2B segments
PROGRAMME CAMPAIGNS IN THE REGION
Ø Coordination with Marketing in the communication of programme messages (benefits, lifecycle, etc.)
Ø Proposal and implementation in hotels of programme campaigns (e.g. Pre-stay, resort credit)
Ø Support Marketing teams in finding new opportunities for personalisation and making the loyalty programme more relevant by leveraging loyalty data
At Meliá we are all VIP
Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.
Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People.
At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.
We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.
Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is “Towards a sustainable future, from a responsible present“. Thanks to al our collaborators, we make it possible.
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