Title:  Loyalty Manager

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity. 

Job Objective

This position exists to ensure that all initiatives related to loyalty programs are running efficiently and effectively, and are meeting the objectives set for them.

Essential Job Tasks

• Manage end-to-end loyalty operations, monitor and analyze program performance metrics, including membership growth, engagement, and ROI. Collaborate with internal teams to develop and implement program enhancements.

• Drive customer engagement: Create and execute targeted campaigns to encourage member participation and reward redemption.

• Loyalty process management: Establish process SOPs and implement them across hotels.

• Customer acquisition: Drive acquisition across hotels, offline channels, and online channels. Ensure seamless implementation of processes across hotels.

• Execute initiatives to promote increased member satisfaction and retention.

• Ensure high loyalty visibility across channels and introduce new avenues of visibility.

• Training: Train and support front-line staff to effectively communicate and promote the loyalty program to guests. Create modules with loyalty champions, initiate "train the trainer" programs, create learning excitement among employees, and introduce new internal initiatives to promote loyalty.

• Foster a culture of guest-centricity across departments, aligning loyalty objectives with overall business goals.

• Collaborate with the Customer Service team to analyze and identify the root causes of customer complaints and find solutions to improve processes and implement bug fixes.

• Analyze guest behavior and preferences using loyalty program data to identify trends and opportunities.

• Prepare detailed reports and presentations on program performance and guest engagement metrics.

• Coordinate with Sales & Marketing teams to develop promotions and partnerships that enhance the value of the loyalty program. Collaborate with third-party vendors to ensure successful execution of loyalty-related initiatives.

• Compliance & Quality Assurance: Ensure adherence to brand guidelines, policies, and industry standards in all loyalty program operations. Regularly review and update program terms and conditions to align with company policies and market trends.

• Should have knowledge of platforms like PMS, POS, Opera Cloud, SynXis, Capillary, and similar platforms.

Areas of Responsibility

• Process management.

• Handle day-to-day operations.

• SOP development.

• Training across hotels.

• Coordination with multiple internal stakeholders.

• Internal system knowledge.

• Service delivery.

• Workflow management.

Required Qualifications

Masters degree in Marketing, Hospitality Management, Business Administration, or related field.

Business Analytics - Degree/Diploma

Work Experience

4+ years of experience in loyalty program management, preferably within the hospitality or hotel industry.

Strong analytical skills with a proven ability to interpret data and drive actionable insights.

Languages Needed in Position

Fluent in spoken and written English

Key Interfaces- External

Vendors and Partnets, Members

Key Interfaces- Internal

Different Departments at corporate level and Hotels and Operations team

Behavioural Competencies

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.