CAREERS & JOBS (LOYALTY & CX)

Sonesta International Hotels is hiring: Senior Manager, Travel Pass Loyalty – Customer Acquisition & Engagement (Hybrid)

Job Description Summary

Sonesta is seeking a strategic and results-driven Senior Manager of Customer Acquisition & Engagement to lead the growth and optimization of Sonesta Travel Pass, our award-winning loyalty program. This role is responsible for developing and executing strategies to attract new members, foster early engagement, and drive long-term loyalty across the customer lifecycle.

As a key leader in our loyalty marketing team, you will own the acquisition strategy and be accountable for converting first-time guests into repeat, high-value customers. You will shape the early-stage member journey—including optimizing the first 90 days—while ensuring a seamless, best-in-class experience that encourages retention and deeper engagement.

This role is a hybrid role with 3 days in our Newton Headquarters and 2 days remote.

Job Description

• Develop and implement customer acquisition and engagement strategies to grow the Sonesta Travel Pass member base and increase loyalty-driven revenue.
• Own the early member journey, including onboarding, activation, and conversion to second stays.
• Partner with cross-functional teams to deliver a consistent, compelling customer experience across digital, onsite, and communication touchpoints.
• Monitor performance metrics, analyze customer behavior data, and continuously refine campaigns to improve acquisition and retention KPIs.
• Champion innovative approaches to grow membership, deepen engagement, and increase lifetime value.
• Develop and present business cases and strategic plans, including financial forecasting and ROI analysis.
• Oversee marketing campaign development and execution, leveraging CRM and loyalty platforms to personalize and optimize member communications.

Qualifications & Requirements:

• 5+ years of experience in loyalty marketing, CRM, or customer lifecycle management, with a strong track record in acquisition and engagement strategies.
• Hands-on experience with loyalty/CRM platforms and campaign tracking tools (e.g., Salesforce, Tableau, Power BI).
• Strategic thinker with a strong business mindset and proven ability to influence cross-functional partners.
• Deep analytical skills with the ability to translate data into actionable insights.
• Agile, adaptable, and comfortable navigating a fast-paced, evolving environment.
• Exceptional communication and collaboration skills.
• Bachelor’s degree in Marketing, Communications, Business, or a related field required; MBA preferred, hospitality experience a plus.

Proficiency with Microsoft Office suite..

Additional Job Information/Anticipated

Pay Range

$100,000 to $120,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.