Loyalty Manager

at  Fairmont

RAFFLES AND FAIRMONT HOTELS & RESORTS

Known for offering pioneering hospitality across some of the world’s most iconic and elegant addresses, Raffles and Fairmont are two globally renowned brands, both steeped in history and loved by generations past, present, and future.
Representing the pinnacle of ultra-luxury hospitality within Accor Group, both brands are currently going through exciting phases of rebirth and expansion.
Raffles is the authentic heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage, and the environment. It’s glamour and enchanted elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend, and returns as family.
Fairmont is an iconic luxury hotel brand with a global presence and a commitment to creating lasting memories for its guests. As the site of many history defining moments, Fairmont is dedicated to providing exceptional service, embracing innovation, and fostering a culture of excellence.
Progressively shaping the future of luxury hospitality, both Raffles and Fairmont are focusing on employee journey and growth.
Job Description

In this pivotal role, you will be responsible for executing the loyalty strategy and member experience specifically for Fairmont and Raffles guests within the ALL program. You will play a key role in maximizing guest engagement, retention, and revenue generation through our loyalty program. In this role you will be reporting to the Global Executive Director of Hotel Support & Loyalty.

• Drive and implement the loyalty strategy for Fairmont & Raffles hotels within the ALL program, ensuring alignment with the broader Accor Live Limitless vision.
• Support the hotels loyalty champions (Heads of Department: Front Office, F&B, Sales) to deliver on all operational requirements
• Lead the analysis and optimization of program benefits, tiers, and redemption options to enhance guest value and drive program participation.
• Delivery of the program and systems training to front line colleagues and any other concerned departments, along with the hubs
• Manage induction and training for new recruits/new hotels on an ongoing basis

QUALIFICATIONS

• 6+ years of experience in loyalty program management, ideally within the hospitality industry.
• Excellent analytical and problem-solving skills with the ability to leverage data insights to inform strategic decisions.
• Knowledge of ALL – Accor Live Limitless will be a strong advantage.
• Exceptional communication and interpersonal skills
• Proven Loyalty management expertise and knowledge of Loyalty programs
• Proven experience in successfully navigating complex organizations and driving progress with peer teams to achieve company goals.
• Excellent interpersonal skills; can influence and build strong relationships
• Analytical mindset; can gather, interpret, and leverage data for strategic decision-making.
  Additional Information

• Drive and implement the loyalty strategy for Fairmont & Raffles hotels within the ALL program, ensuring alignment with the broader Accor Live Limitless vision.
• Support the hotels loyalty champions (Heads of Department: Front Office, F&B, Sales) to deliver on all operational requirements
• Lead the analysis and optimization of program benefits, tiers, and redemption options to enhance guest value and drive program participation.
• Delivery of the program and systems training to front line colleagues and any other concerned departments, along with the hubs
• Manage induction and training for new recruits/new hotels on an ongoing basi