CAREERS & JOBS (LOYALTY & CX)

Hyatt is hiring: Manager, Loyalty Strategy and Guest Experience

The Opportunity

Hyatt seeks an enthusiastic Manager, Loyalty Strategy & Guest Experience to join our World of Hyatt Loyalty Strategy team. In this role, you will be collaborating closely with the broader World of Hyatt and Guest Experience teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections with stakeholders, colleagues, and guests across the organization.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world’s best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care For Our People

Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We’re proud to offer exceptional corporate benefits which include:

• Annual allotment of free hotel stays at Hyatt hotels globally
• Flexible work schedules
• Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
• Paid Time Off, Medical, Dental, Vision, 401K with company match

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.

The Role

The Manager, Loyalty Strategy and Guest Experience is an entrepreneurial go-getter looking to flex their analytical and creative muscles to drive loyalty for a globally recognized hospitality company. Demonstrated excellence in analytics, business case building, cross-functional leadership, and project management are critical to success in this position.

The Loyalty Strategy & Guest Experience Manager will be responsible for

• Leading cross-functional development and rollout of World of Hyatt roadmap initiatives related to program design, including short, medium, and long-term change initiatives
• Identifying and leading solutions to member pain points across the guest journey – guiding change in Digital experience, GPGS, and on-property
• Contributing to the development of business cases for loyalty program evolution to drive brand preference, including operational and financial impact on the program and/or hotels
• Partnering with Analytics and Insights partners on internal and external consumer trends, industry & competitive landscape, and business needs/dynamics to define loyalty and guest experience enhancements within the hospitality industry
• Relationship building within the organization – such as Marketing, Operations, Data & Analytics, Digital, and Legal, to forge a leadership through influence
• Engaging, inspiring, and galvanizing the organization at all levels around loyalty program and guest experience strategies –representing the program in many forums
• Contributing to the evolution of guest experience strategy globally, across regions and brand portfolios at all touchpoints of the guest journey

Qualifications

Experience Required:

• Bachelor’s degree
• 4-6 years of management, marketing, and leadership experience
• Proven analytical ability and critical thinking skills, comfort with basic Excel-based modeling
• Strategic thinker capable of enhancing and growing a program
• Experience contributing to the development and execution of large-scale programs and/or products
• Creative/innovative approach to problem solving
• History of delivering results and implementing change
• Proven ability to lead cross-functionally across a highly matrixed organization (relationship-building and leadership skills; ability to lead through influence rather than demands)
• Strong project management and organizational skills, with an ability to multitask
• Excellent communication skills – writing and presentation skills, experience communicating with senior executives a plus

Experience Preferred:

• MBA preferred

The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that women, people of color, and other historically excluded groups tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.

The salary range for this position is $95,500 to $124,000. This position is also eligible to earn an annual bonus. The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.