Loyalty Manager (17755)

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.

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.

• 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.