We are looking for a Manager, Loyalty Operations – France & Western Europe to join our team in Madrid.
Roles/Responsibilities:
- Radisson Rewards Implementation across Hotels:
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Contribute to and oversee the development and implementation of loyalty program initiatives, monitoring progress through regular performance reporting and executive-level presentations.
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Deliver regular training sessions (both in-person and virtual) to ensure consistent and effective program execution, with a strong focus on member acquisition and benefit delivery.
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Foster and strengthen the Loyalty Champion community by driving engagement initiatives, including competitions and multi-channel communication (e.g., Teams, email, SharePoint).
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Ensure appropriate tools, processes, and controls are in place to mitigate and prevent potential fraud risks.
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Identify training needs and support the development of materials to enhance program delivery at the hotel level.
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Lead and manage ad hoc projects related to the development, enhancement, and growth of the Radisson Rewards program.
- Stakeholder Engagement and Strategic Hotel visits:
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Act as a key liaison representing the loyalty function both internally and externally, building strong relationships with stakeholders (e.g., Front Office Managers, General Managers, Managing Directors) to drive alignment and support for loyalty initiatives.
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Champion the voice of the loyalty program across hotels, ensuring alignment with program objectives and delivery against defined targets.
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Monitor guest satisfaction and identify opportunities to enhance recognition and overall loyalty experience at the hotel level.
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Support the delivery of in-depth performance reporting and drive compliance with loyalty brand standards, revenue targets, enrollment goals, and quality metrics in close collaboration with cross-functional teams
- Radisson Rewards Reporting & analytics for RHG Hotels:
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Support the operational management of the loyalty program, including hotel training, member enrollment, profile management, and points accrual and redemption processes.
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Assist senior leadership in defining and executing strategies to grow loyalty-driven revenue, increase member acquisition, and enhance member satisfaction through effective benefit delivery.
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Contribute to the development of annual targets and monitor monthly performance to ensure achievement of agreed loyalty objectives across RHG–LHG hotels.
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Drive full KPI achievement across all hotels, ensuring alignment with global strategy, particularly in enrollment growth and benefit delivery, while supporting improvements in systems and technical processes. Competencies & skills requirements
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Strong analytical, problem-solving, and interpersonal skills.
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Experience in hotel marketing, quality management, and/or the operational deployment of initiatives within a hotel environment is highly desirable.
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Understanding of loyalty program dynamics, including the use of loyalty currency and member data to influence customer behavior, is considered an asset.
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Demonstrated ability to work proactively, both independently and collaboratively within cross-functional teams.
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Proven capability to develop and deliver high-quality, senior leadership–ready presentations and materials.