Vice President of Loyalty - Jobs in Langham, SK

Job Description

Job Summary.Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts and Cordis Hotels and Resorts brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.To drive constant improvement in proportion of customers that are repeat customers and proportion of business that is booked through direct channels.To develop a Loyalty Programme that is self-funding and increasing the funds it can generate for marketing to new and existing members. To oversee the management of income and expenditure related to Loyalty Programme.To ensure Loyalty Programme delivers incremental profitability to all hotels and is perceived by owners as a positive and cost effective reason to choose LHG as a management company.Job Responsibility:Overseeing a Successful Loyalty Programme Model**· Development and Ownership of a model that drives increasing customer loyalty, customer spend and proportions of business booking direct, in a model that is profitable for hotels, as much as it is valued by customers.· Work with LHG finance to ensure costs and charges are accounted for accurately on income & expenditure statements as well as balance sheet.· Work with Legal and SVP Innovation, Digital Transformation & Strategy to ensure all communications and activities are legal across all jurisdictions.· Monitor spend and activity patterns of members and propose/implement actions to drive improvement.· Stay close to new technologies that can add value and effectiveness to the Loyalty Programme.· Maintain a 12 month roiling marketing and communication plan to engage members and work in conjunction with other brand and commercial communications.· Ensure there is maintenance of a 5 year plan for the Loyalty Programme that reflects new openings, business opportunities and technology trends.· Develop appropriate partnerships that can add value for our existing members as well as promoting our programme wider.· Measure the contribution and profitability of Members to each business area and each hotel.Development of Performance results**· Setting KPIs for new member sign ups, member activity (frequency and average spends), number of members using multi properties etc.· Regularly communicate on results and actions (Hotel level and corporate) to drive growth.· Monitor contribution by revenue department and by hotel and ensure there is a process for learning and driving best practice, as well as encouraging change in poor performing areas.· Develop training for customer facing staff in hotels to ensure the programme is easily explained and sold for existing and new members.· Work with E-Commerce on digital strategies for signing up members on line, and promoting advantages of the programme through metasearch.· Report on all membership programmes regularly with other S&M Function Heads and align activities and priorities.Market Intelligence**· Monitor ad hoc and individual promotions and partnerships in hotels to ensure our Central Loyalty Programmes are not compromised.· Maintain an up to date log of competitor Loyalty Programmes, their offers, their reward values and charges to hotels.· Monitor other innovative successful industry loyalty programmes and any related learning points.Engaging with stakeholders**· Actively canvass feedback from Hotels, Members, and other stakeholders to understand what is perceived to be working well, as well as the missed opportunities.· Regularly conduct surveys on members to know what is working and not both for active and non-active members.· Communicate regularly on the successes and wins associated with the company’s loyalty programmes.New Hotel Openings**· Participate in the education and engagement of property sales teams.· Orientation of new DOSMs.· Ensure we are focused on the communities of new opening hotels to drive membership early and in advance of opening.Member Communication and Engagement**· Manage and respond to member feedback, collating results to ensure learning and improvement.· Work with E-Commerce and Marketing & Communications Function heads to drive a communications plan, with quantifiable measurables.· Work with Director of PR to drive a well-planned programme of PR activities that are effective in stimulating programme growth and activity.· Work with hotels on their programmes for soft engagement with members when visiting hotels.· Able to build excellent relationship with GMs and obtain solid support from them. Regular communication with GMs to retrieve feedback and plan strategies.· Able to build relationships with GM’s and DOSM’s to help in engaging their support for promoting and growing our Loyalty Programmes.· Promote success formally and informally at every opportunity.· Can collaborate with senior executives across the corporate office, other stakeholders and business partners to ensure that Membership strategies result in programme goals both for LHG and each hotel;· Can Monitor and report on Key Performance Areas as well as accurately forecast future results;· Can lead the strategic planning and decision making to develop and implement relevant business objectives and strategy that aligns the business with the overall LHG’s mission and targets;· Can maintain and regularly evaluate customer service standards to ensure complaints are reduced and reoccurring trends do not emerge;· Can communicate goals and messages to other business partners to provide solutions to the company’s stakeholders covering a range of business needs in different markets worldwide;· Can display creativity, initiatives and leadership skills in demonstrating working knowledge of all tasks within each responsibility;Requirement.· Bachelor’s degree or equivalent in Hotel and Catering Management from a recognized university· Over 15 years of experience with considerable technical knowledge in management and leadership of Customer Loyalty Programmes;· Ideally with experience in managing a Programme that had an Earn and Burn Points feature included;· Possess management principles and practices including budgeting, procurement and supervision;· Able to demonstrate P&L and Business Planning skills in respect of Loyalty Programmes;· Experience in working in multi- country environment for communications and policy driving;Other Attributes: **· Excellent strategic thinking and has an ability to deliver constructive feedback on projects to all business partners;· Excellent leadership skills by setting clear goals and expectations, tracking progress, providing feedback and coaching; actively participates in staff development and seeks continuous learning to improve personal and team performance;· Ability to multi-task and successfully execute multiple projects, priorities and schedules simultaneously with high level of personal and professional integrity and trustworthiness with strong work ethics;· Attention to detail producing high quality work products and is able to work with new technologies and systems;· Strong interpersonal skills to effectively manage a variety of personalities focus on accountability and exceeding expectation;· Effective communicator, both in conveying sales operations and catering and conference services best practices and project details/ideas across all internal and external stakeholdersTerms of employment.Full timeJob Type: Full-timeQuick Apply

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