Senior Manager, Loyalty Operation – GCM

This role will have responsibility for the
management of the Hilton Honors loyalty program in Greater China, with a
specific focus on increasing member volume and room nights contribution to the
loyalty program, facilitating and enabling hotels facing questions regarding
the program, designing tactics to increase activities of members, and driving
incremental revenues to hotels for rooms, F&B, and beyond.
What will I be doing?
As the Senior Manager, Loyalty operation
Hilton Greater China & Mongolia (GCM), you will be responsible for
performing the following tasks to the highest standards:
·
Develop
and implement the strategy for Honors loyalty program growth including member
acquisition, marketability Occupancy and Hotel engagement plans in Greater
China, in partnership with the commercial teams in region and liaison with the
global and APAC Honors teams.
·
Support
China Hilton Honors program development to achieve regional growth goal,
including long term program proposition development, commercial assessment,
operation and implementation of China relevant propositions.
·
Drive
Honors on-property enrolment, member occupancy, marketability, and activation
in partnership with the Regional Operations teams and General Managers across
Greater China. Responsible for developing tools, programs, and communication
plans to engage and educate China property teams to deliver Honors performance.
·
Optimize
Hilton Honors training document and delivery Hilton Honors training to properties
and relevant team.
· Focus on Focus service brand hotels to
enhance Hilton Honors training, drive the enrolment, marketability, and member
occupancy targets, and help address the key operational challenges and optimize
operation process include the system for Focus service brand hotels in GCM.
·
Work
closely with brand management to make sure focus service brand hotels in China ensure
consistent delivery of Honors promise.
·
Lead
and coordinating IT and system enhancement, required designated continuous
effort on problem solving, Hilton internal cross-functional alignments and IT
optimizations.
·
Leverage
reporting, ad hoc analyses and customer insights studies to develop deep
understanding of value members and key customer segments for focus service
brand.
·
Serve
as point person for Honors related questions to internal partners, teams, and
departments. Actively engage stakeholders to help facilitate understanding and
education of Honors program to enable better leverage of the program.
·
Loyalty
program health monitoring and reporting with action implications.
·
Accountable
for the delivery of the Honors budget performance objectives in Greater China.
·
Supervise
and manage agencies on project planning and deployment e.g., CRM agencies and
marketing service agencies.
Direct Reports (if any)
What are we looking for?
A Senior Manager, Loyalty operation Hilton
Greater China & Mongolia (GCM), serving Hilton Brands is always
working on behalf of our Guests and working with other Team Members. To
successfully fill this role, you should maintain the attitude, behaviours,
skills, and values that follow:
·
Minimum
education: BA/BS bachelor’s degree.
·
5+
years of relevant experience in Hospitality consumer experience operation
·
Able
to analyze financial data in order to make strategic and tactical decisions.
·
Excellent
communication ability in both English and Chinese to meet business needs.
·
Strong
problem-solving and collaboration skills.
·
Excellent
interpersonal skills that build trust and instill confidence in order to
motivate and influence others.
·
Strong
time management familiarity, as well as organizational skills.
·
Results
oriented with a strong mind-set to meet deadlines, achieve goals, and balance
multiple priorities.
·
Advanced
knowledge of PPT, XLS, and data manipulation and analysis skills.
What will it be like to
work for Hilton?
Hilton is the leading global hospitality
company, spanning the lodging sector from luxurious full-service hotels and
resorts to extended-stay suites and mid-priced hotels. For nearly a century,
Hilton has offered business and leisure travelers the finest in accommodations,
service, amenities, and value. Hilton is dedicated to continuing its tradition
of providing exceptional guest experiences across its global brands. Our vision
to fill the earth with the light and warmth of hospitality unites us as a team to
create remarkable hospitality experiences around the world every day. And our
amazing Team Members are at the heart of it all!