Are you a customer-obsessed marketer with a passion for loyalty? As Director, Leaders Club, you will lead the continued evolution of LHW’s guest loyalty program, Leaders Club. As Leaders Club continues to be a top LHW priority, your experience in developing and executing data-driven strategies and focusing on operational excellence will further enhance the Leaders Club value proposition to drive customer engagement and program growth. Reporting to the Senior Director, Loyalty, you will also lead a cross-functional team to bring our program roadmap to life through strategic initiatives, customer-driven inferences, and an agile approach.
This is a full-time position located in New York City. We offer flexible hybrid workplace policies that can accommodate work-from-home candidates who are comfortable traveling to our NYC office location 2 days a week.
Essential Functional/Regional Responsibilities
Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the following essential responsibilities.
- Lead ongoing Leaders Club program management and operations including owning our SaaS loyalty platform and other key vendor relationships
- Lead a cross-functional agile team of internal and external stakeholders to implement loyalty program enhancement strategy set to achieve exponential program revenue growth
- Continue to develop and implement a robust, globally focused loyalty program value proposition with specific attention to maximizing customer spend activation and driving ongoing retention including tier, benefit, and currency recommendations
- Collaborate across Marketing teams including Marketing Communications, Global Marketing, Digital Product Development, Hotel Direct, and Digital Marketing to establish Leaders Club program and benefits messaging hierarchy, recommend loyalty promotions, and implement strategies to address business priorities
- Partner with additional key business stakeholders including Business Analytics and Insights, Global Servicing, and IT to monitor ongoing program performance trends, identify ongoing product and features enhancements, and bring them to market.
- Manage loyalty program roadmap prioritization and identify trade-offs between customer experience, time to market, and cost
- Manage 1-2 direct reports focused on ongoing program administration
- Ensure ongoing global program oversight, alignment, and governance
- Own the global Leaders Club P&L, as well as all program KPI’s including spend activation, customer share of wallet, and CLV, and apply competitive intelligence and loyalty best practices, to ensure ongoing growth and revenue goals
Requirements, Experience and Qualifications
The ideal incumbent will have:
- A bachelor’s degree in marketing, management, or finance
- 5-7 years of prior experience in customer loyalty programs and/or loyalty marketing
- Proven experience owning KPI’s and determining successful approaches to address them
- Demonstrated success in creating and implementing customer and financial data-driven strategies
- Strong people leadership and employee development experience
Skills & Abilities
- Exhibits strong project management skills and precise attention to detail to ensure full strategy realization
- Communicates with clarity and conviction to ensure messages are effectively received and understood
- Influences change by challenging the status quo, proposing ideas, and creating solutions to advance the company forward
- Balances long-term success with driving strong short-term results for the company
- Sets ambitious goals and adapts approach as circumstances change
- Asks questions to understand issues more fully including considering how they connect with other issues, functions, processes, the big picture, and the future
- Studies how people behave to influence, inspire and motivate them
- Empowers people by building trust
- Takes ownership of outcomes
- Studies the markets and the business (complexities, obstacles, issues, and opportunities)
- Sees what’s working and what’s not, recommends alternatives to enable better execution
- Explores, reframes, creates, and solves to produce better results
- Strives to be in sync with the team and the rest of the organization — achieves alignment
- Drives for extraordinary results — aims high and has a plan behind it.
Compensation
Expected Salary: $157,000-$165,000
Target Incentive bonus: 20%
Actual compensation within that range will be dependent upon the individual’s skills, experience, and location.
Benefits
The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:
- 27 days of Paid Time Off (PTO), 11 paid holidays, including birthdays as a personal holiday
- Medical coverage available within the first month
- Health Savings Account (HSA) with Company contribution
- 401(k) company match up to 4% of salary
- Up to $500 for home office setup credit
- Up to $500 travel credit that supports and encourages our employees’ passion for travel
- Unlimited access to financial advisors
About The Leading Hotels of the World, Ltd. (LHW)
Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled with exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps – and beyond – explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld
LHW is an equal-opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.