sbe is actively seeking a Director of Loyalty Operations to join our team. This is an exciting opportunity to join an innovative and growing company.
To succeed in this role, the ideal candidate is:
Passionate about building unique lifestyle experiences for our guests
Has the ability to engage with our guests and create programs that deliver on the promise of the sbe brand
Possesses strong organizational, storytelling, communication, and presentation skills
Has the ability to multi-task in a fast paced and constantly evolving environment
Must be a proactive, self-starter who can work well both independently and as part of a team
This position has the ability to be based in either Las Vegas or Los Angeles.
Roll out loyalty marketing messaging across the enterprise – with a focus on our hotel properties
Develop and manage a promotion calendar, providing direction and oversight on loyalty offers, creative rewards, and configuring the rewards within the database.
Requires coordination with internal/external partners (creative, web, CRM) the cross-functional team and the national team to ensure alignment with promotional windows.
Work with CRM team to determine Trigger Sends
Partner with Director of Mobile/Social for marketing needs for app launch (in 2015)
Generate message and list reports via Enterprise reporting tool.
Manage Creative & Copy for Loyalty Communications w/ internal & external partners
Oversee the development of the templates for program emails
Assist with launch of loyalty online presence
Provide guidance on Rules of Engagement & Process for Loyalty email & push notifications
Develop the program FAQ’s
Responsible for the execution of the digital communications plan
Work with Integrated Marketing team to develop the content and source offers that are delivered through these communications
Work with properties to identify need periods and develop ad-hoc promotional initiatives that are delivered through the program
Coordinating the development of the printed program materials
Working with hotel operations to develop hotel procedures for program delivery on property.
Documenting and packaging these procedures in a program delivery manual.
Serving as the liaison with properties, IT and Corporate to identify and resolve any problems with the operations of the program.
Monitoring KPI’s at a program level and a property level (e.g. enrollments, share of occupancy, stays per member) to identify and address any issues.
Managing the program budget on both the revenue and the cost side.
Identifying variances and adjusting going forward expenditures accordingly.
Institute a process to monitor each hotel’s delivery of program benefits and work with properties to address issues.
Partnering with the HR team to develop training materials
Scheduling and delivering training sessions.
Visiting key properties to train staff, explain processes & benefits, and tell the story of the program
Working with new properties to implement the program.
Routinely visiting properties to seek input on ways to improve the delivery of the program explain
Proactively working with GMs and Revenue Managers to identify tactical ideas for how a property can employ the program and program communications to drive incremental sales.
5 – 7 years of progressive growth and responsibility in guest loyalty, marketing or related field
Must have at least 2-3 years of direct experience with a hotel loyalty program
Have knowledge of direct marketing and a keen understanding of current marketing trends
Hotel and front office experience is preferred
Organized, accurate, detail oriented and able to think critically
Able to effectively communicate on behalf of our brand voice
Demonstrated success in exceeding assigned targets and goals
Must possess a college degree