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Senior Director, Loyalty
Nhcchq, Rockville, Maryland, us, 20849
Senior Director, Loyalty at Choice Hotels International
About the job
Who are we looking for?Choice Hotels, one of the world’s largest lodging franchisors, has an exciting opportunity as our
Senior Director, Loyalty . Choice Privileges is the 60MM+ member loyalty program that represents 13 Choice Hotels brands and it’s 7,100+ hotels. The Sr. Director, Loyalty is responsible for leading the overall loyalty strategy to create lifelong customers at Choice Hotel brands. Overseeing a team of 6-8, this person’s responsibilities include overseeing and managing the loyalty P&L and program economics, the program benefits & rewards, marketing, promotions and experiences, analytics and on-property execution and training. Success requires thought leadership to grow overall revenue, attract new members, drive more spend from existing customers, and keep members active. This person will also partner with the Director, Loyalty Partnerships to drive ancillary revenue from loyalty partnerships.Direct responsibilities include reporting and forecasting of all key loyalty program metrics, prioritizing activities and program enhancements to grow revenue, working with the Director, Loyalty Partnerships to further goals and revenue targets, and ensure member satisfaction. This role will also partner with the Marketing and Digital teams to design promotions and creative activities that ensure the program is adequately represented to meet all objectives.The role also requires liaising with Loyalty Operations and Technologies to implement new program features and functionality in a customer focused way. Effective collaboration with Brand and Owner Operations will also be required to bring new program enhancements to market.Are you an exceptional leader with the ability to grow the loyalty member base globally through strong customer engagement and program benefits? We invite you to apply today and
#MakeItYourChoice .Your ResponsibilitiesStrategic Program Management : Identify top revenue producing opportunities, optimize acquisition of new members, and highlight member satisfaction issues. Help prioritize technology needs to implement vision, and design key product enhancements to grow overall contribution to Choice Hotels. Ensure program is competitive not just in the industry, but in loyalty overall. Drive customer centricity throughout key program touchpoints including communications, servicing, and on-property execution. Ensure the program is delivered in line with the company’s strategy and long-term vision.Oversee the P&L of Choice Privileges, managing the costs while prioritization revenue generating projects to support loyalty program initiatives. Coordinate annual forecasting and quarterly budgeting process. Set appropriate targets for team annually, and ensure team is working towards achieving those metrics.Support Loyalty Partnerships : Partner with the Director, Loyalty Partnerships to identify, market and promote loyalty partnerships to Choice Privileges Members. This includes supporting existing partnerships and identifying new partnership opportunities to enhance the programs value proposition for loyalty members.Cross-Functional Leadership : Serve as the point person for the loyalty program and act as a key interface with franchisees and other internal stakeholders to keep them informed of changes while driving program needs. Create and cultivate a culture of driving results while innovating. Create opportunities for associate development while driving team to exceed goals.Your TeamAs our
Senior Director, Loyalty , you will report to the
VP, Loyalty Strategy Membership Rewards
and oversee a team of 6-8.Your Experience & SkillsBS degree or equivalent; MBA preferred.10+ years managing/overseeing loyalty programs, hotel experience preferred but not required.Ability to coordinate multiple projects at once within tight timelines.Demonstrated analytical and project management skills.Excellent interpersonal and written communication skills.Ability to interface well with a wide variety of employees.Demonstrated problem-solving skills.Detail oriented, independent thinker.Proficient in PowerPoint, Word, Excel, Access and on the Internet.Ability to travel within and outside the U.S.Your Work LocationAs our
Senior Director, Loyalty,
you will be based in our worldwide corporate headquarters in Rockville, Maryland. Less than 15 miles from Washington, DC, we’re located directly across from the Rockville Metro station, with service on the Red Line and the MARC Brunswick line, easy access to I-270, plenty of free parking provided by Choice Hotels.Right now, our associates in Rockville, MD are working in our office between three to four days per week and working virtually the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.About ChoiceChoice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world. On August 11, 2022, Choice acquired Radisson Hotels Americas, adding nine brands, more than 600 hotels, and approximately 67,000 rooms in the United States, Latin America, the Caribbean, and Canada to its portfolio. With 22 brands, Choice Hotels has more than 7,500 hotels, and nearly 650,000 rooms, in 46 countries and territories as of August 11, 2022. The Choice® family of hotel brands provide business and leisure travelers with a broad range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay and economy segments. The award-winning Choice Privileges® loyalty program offers members a faster way to rewards, with personalized benefits starting on day one.At our corporate offices and through our associates around the globe, we keep Choice hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.Choice values a diverse workforce and therefore is committed to providing equal employment and advancement opportunities to all associates and all applicants regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other factor protected by applicable law.Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.
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About the job
Who are we looking for?Choice Hotels, one of the world’s largest lodging franchisors, has an exciting opportunity as our
Senior Director, Loyalty . Choice Privileges is the 60MM+ member loyalty program that represents 13 Choice Hotels brands and it’s 7,100+ hotels. The Sr. Director, Loyalty is responsible for leading the overall loyalty strategy to create lifelong customers at Choice Hotel brands. Overseeing a team of 6-8, this person’s responsibilities include overseeing and managing the loyalty P&L and program economics, the program benefits & rewards, marketing, promotions and experiences, analytics and on-property execution and training. Success requires thought leadership to grow overall revenue, attract new members, drive more spend from existing customers, and keep members active. This person will also partner with the Director, Loyalty Partnerships to drive ancillary revenue from loyalty partnerships.Direct responsibilities include reporting and forecasting of all key loyalty program metrics, prioritizing activities and program enhancements to grow revenue, working with the Director, Loyalty Partnerships to further goals and revenue targets, and ensure member satisfaction. This role will also partner with the Marketing and Digital teams to design promotions and creative activities that ensure the program is adequately represented to meet all objectives.The role also requires liaising with Loyalty Operations and Technologies to implement new program features and functionality in a customer focused way. Effective collaboration with Brand and Owner Operations will also be required to bring new program enhancements to market.Are you an exceptional leader with the ability to grow the loyalty member base globally through strong customer engagement and program benefits? We invite you to apply today and
#MakeItYourChoice .Your ResponsibilitiesStrategic Program Management : Identify top revenue producing opportunities, optimize acquisition of new members, and highlight member satisfaction issues. Help prioritize technology needs to implement vision, and design key product enhancements to grow overall contribution to Choice Hotels. Ensure program is competitive not just in the industry, but in loyalty overall. Drive customer centricity throughout key program touchpoints including communications, servicing, and on-property execution. Ensure the program is delivered in line with the company’s strategy and long-term vision.Oversee the P&L of Choice Privileges, managing the costs while prioritization revenue generating projects to support loyalty program initiatives. Coordinate annual forecasting and quarterly budgeting process. Set appropriate targets for team annually, and ensure team is working towards achieving those metrics.Support Loyalty Partnerships : Partner with the Director, Loyalty Partnerships to identify, market and promote loyalty partnerships to Choice Privileges Members. This includes supporting existing partnerships and identifying new partnership opportunities to enhance the programs value proposition for loyalty members.Cross-Functional Leadership : Serve as the point person for the loyalty program and act as a key interface with franchisees and other internal stakeholders to keep them informed of changes while driving program needs. Create and cultivate a culture of driving results while innovating. Create opportunities for associate development while driving team to exceed goals.Your TeamAs our
Senior Director, Loyalty , you will report to the
VP, Loyalty Strategy Membership Rewards
and oversee a team of 6-8.Your Experience & SkillsBS degree or equivalent; MBA preferred.10+ years managing/overseeing loyalty programs, hotel experience preferred but not required.Ability to coordinate multiple projects at once within tight timelines.Demonstrated analytical and project management skills.Excellent interpersonal and written communication skills.Ability to interface well with a wide variety of employees.Demonstrated problem-solving skills.Detail oriented, independent thinker.Proficient in PowerPoint, Word, Excel, Access and on the Internet.Ability to travel within and outside the U.S.Your Work LocationAs our
Senior Director, Loyalty,
you will be based in our worldwide corporate headquarters in Rockville, Maryland. Less than 15 miles from Washington, DC, we’re located directly across from the Rockville Metro station, with service on the Red Line and the MARC Brunswick line, easy access to I-270, plenty of free parking provided by Choice Hotels.Right now, our associates in Rockville, MD are working in our office between three to four days per week and working virtually the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.About ChoiceChoice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world. On August 11, 2022, Choice acquired Radisson Hotels Americas, adding nine brands, more than 600 hotels, and approximately 67,000 rooms in the United States, Latin America, the Caribbean, and Canada to its portfolio. With 22 brands, Choice Hotels has more than 7,500 hotels, and nearly 650,000 rooms, in 46 countries and territories as of August 11, 2022. The Choice® family of hotel brands provide business and leisure travelers with a broad range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay and economy segments. The award-winning Choice Privileges® loyalty program offers members a faster way to rewards, with personalized benefits starting on day one.At our corporate offices and through our associates around the globe, we keep Choice hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.Choice values a diverse workforce and therefore is committed to providing equal employment and advancement opportunities to all associates and all applicants regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other factor protected by applicable law.Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.
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