Loyalty Manager

雅高酒店集团AccorHotels Greater China
  • 酒店管理集团  |
  • 500人以上  |
  • 2018-08-19

  不限工作经验  本科学历   招1人  性别:不限
  英语 精通   年龄:不限


Key Interactions

  • Loyalty Team in Asia Pacific and Paris
  • Franchise Team, Accor Plus Team, AccorHotels Academie Team in Greater China
  • Sales & Marketing Team, Operation Team and Accounts Team in Greater China
  • Greater China Hotels (Managed)

  • Greater China Hotels (Franchise)
  • Members and Guests (Potential members)
  • AccorHotels Call Centre Operation Agency
  • Design and printing agency and marketing research agency
  • Business Partners

Primary Responsibilities

1st primary responsibilities

  • Responsible for developing strategic plan of actions for Le Club AccorHotels to achieve set loyalty KPIs (member revenue contribution, acquisition, retention, activation)
  • Monitor loyalty KPI on monthly basis and provide action plans accordingly.
  • Define and implement member acquisition strategy via in-hotel recruitment
  • Develop database marketing programs to drive enhanced revenue from existing member base
  • Work closely with Customer Experience department to help on driving the customer loyalty and satisfaction
  • Manage the member service on complaint cases and various member inquiries to drive the loyalty program dialogue and increase member satisfaction

2nd primary responsibilities

  • Implement loyalty program member activation through special and unique member exclusive campaigns
  • Help to utilize and manage an annual loyalty budget to facilitate communications, marketing initiatives and research to achieve maximum increase in member loyalty and group revenues from the loyalty channel
  • Analyze member data and initiative results and determine opportunities to increase ROI from budget spend and activities.
  • Design and develop internal hotel supporting guideline and collateral to communicate the key strategy, mission, operation of the loyalty programs to hotels in Greater China to increase hotel engagement
  • Work closely with communication team to boost the exposure for loyalty program in the region

3rd primary responsibilities

  • To liaise with the country loyalty leaders and assist in driving the culture in hotels where are indicators of low engagement
  • Work closely with loyalty team in Asia Pacific for the loyalty program training courses design and knowledge refresher training
  • To deliver pre-opening training on Loyalty Programs in the region and to be the key point of contact for the hotel LCAH Ambassador/Certified Trainers to answer questions and to provide course content updates
  • As new information is received on loyalty programs, to distribute the information to the hotels, review all training material to ensure is in line with updates and advise trainers of any changes


Knowledge and Experience

  • Bachelor Degree in Marketing, travel and tourism related field.
  • Minimum of 5 years of loyalty or related marketing experience including more than 3 years in a management role.
  • Strong data mining ability and to read behind the reports and spot opportunity.
  • Travel and hotel industry knowledge is preferred
  • Excellent command of English and Mandarin (speaking, reading, writing).


  • Strategic thinking and business sense.
  • Superior communication skill and is able to create, develop and maintain internal and external relationships to gain support and involvement in initiatives.
  • Excellent coordination and planning skills with a high attention to detail.
  • Active, energetic, passionate, with a creative and innovative way of thinking and a willingness to challenge existing paradigms.


联 系 人:人才与文化部
地 址:上海市长宁区遵义路150号南丰城C座12楼


About AccorHotels
AccorHotels is a world-leading travel & lifestyle group and digital innovator offering unique experiences in more than 4,300 hotels, resorts and residences across 100 different countries.
With an unrivaled portfolio of internationally renowned hotel brands encompassing the entire range from luxury to economy, from upscale to lifestyle and midscale brands, AccorHotels has been providing savoir-faire and expertise for more than 50 years.
In addition to its core hospitality business, AccorHotels has successfully expanded its range of services, becoming the world leader in luxury private residence rental with more than 10,000 stunning properties around the world. The Group is also active in the fields of concierge services, co-working, dining, events management and digital solutions
Relying on its global team of more than 250,000 dedicated staff, AccorHotels is committed to fulfilling its primary mission: to make every guest Feel Welcome. Guests have access to one of the world’s most attractive hotel loyalty programs - Le Club AccorHotels.
AccorHotels plays an active role in its local communities and is committed to promoting sustainable development and solidarity through PLANET 21 Acting Here, a comprehensive program that brings together employees, guests and partners to drive sustainable growth.
From 2008, the AccorHotels Solidarity Endowment Fund has acted as a natural extension of the Group’s activities and values, helping to combat the social and financial exclusion experienced by the most disadvantaged members of society.
Accor SA is publicly listed on the Euronext Paris Stock Exchange (ISIN code: FR0000120404) and on the OTC Market (Ticker: ACRFY) in the United States.
For more information or to make a reservation, please visit accorhotels.group or accorhotels.com. Or join and follow us on Twitter and Facebook.


雅高酒店集团由25万余名敬业员工组成的全球团队,致力于实现一个核心使命:让每位宾客Feel Welcome(备受欢迎)。宾客可加入全球最具吸引力的客户忠诚计划之一――Le Club AccorHotels雅高乐雅会,享受专属礼遇。
雅高酒店集团积极投身于当地社区并勉力推广可持续发展理念,通过PLANET 21 ActingHere项目鼓励员工、宾客及合作伙伴共同携手推进可持续发展。
雅高酒店集团(Accor SA)在巴黎泛欧交易所上市(ISIN code: FR0000120404)并在美国场外交易市场(OTC Market)交易(Ticker: ACRFY)。


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