All you need to know this week about loyalty & CX: GLO Interview: Antonio Ricciardi, e& UAE interview on latest innovation • Air Canada • Air France-KLM • Delta • Etihad • GOL • Emirates • Japan Airlines • LATAM • IATA • Cathay Pacific • Riyadh Air • Azul Airlines • Qatar Airways • American Airlines • United • Southwest • Marriott • Radisson • Sonesta • IGH • Wyndham • Payback • Emarat • Majid al Futtaim • Mastercard • Visa • Revolut • Loyalty reports • Loyalty Careers & Jobs.
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GLOGLO Featured:
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GLO Interview: Antonio Ricciardi, SVP Consumer Intelligence & Engagement, e& Topics covered: Update on last 12 months – Rebranding and transitioning to a technology corporation – On building a lifestyle brand – On partnerships – On building an ecosystem and super app – Noteworthy campaigns – AI and data analytics – On building a “platform for everyone” – On Rewards Exchange & marketplace – On challenges – On inflation & reward availability – What is missing in the loyalty market – One prediction for 2024
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GLO Interview: Antonio Ricciardi, SVP Consumer Intelligence & Engagement, e& (trailer) Join GLO to access premium content.
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Air Canada’s Aeroplan turns 40! Big Congratulations from GLO Team! One of the oldest and most successful FFP programs in the world is celebrating 40 years !
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Airlines, Alliances & Airports:
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Japan Airlines (JAL), has been awarded the title of “World’s Best Premium Economy Class” at the annual Skytrax (*1) World Airline Awards Ceremony. This is the first time JAL has been named the World’s Best Premium Economy Class, in addition to winning the World’s Best Economy Class award three times.
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GOL’s VoeBiz loyalty program presents new platform and updates rules VoeBiz, GOL Linhas Aéreas’ loyalty program tailored for companies needing corporate travel for their employees, has been revamped to offer greater simplicity and transparency, along with up to 10% savings on ticket purchases with GOL. The updated VoeBiz program, launched on Thursday (6), features a more user-friendly loyalty platform where customers can explore new categories and rules for point accumulation, enhancing the program established in 2016.
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his initiative represents the companies’ joint support for the “Japan Olympic Team ‘TEAM JAPAN’” participating in the Olympic Games Paris 2024 (“Paris 2024”).
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LATAM is recognized with two awards at the aeronautical industry Oscars Passengers from all over the world voted to recognize LATAM with the awards for Best Airline in South America for the fifth consecutive year, and for Best Airline Staff in South America, for the third consecutive time.
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Limited Time Offer : Japan’s First InFlight Unlimited Video Streaming Service Launched by J-AIR Commemorating the Completion of Inflight Internet Installation on All 14 Embraer 190 Aircraft (E90)
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Korean Air renews cabin service procedures as proactive measure against turbulence Starting July 1, Korean Air will wrap up cabin services on all medium and long-haul routes 40 minutes before landing, 20 minutes earlier than previously. This service procedure change will allow inflight services to end before the airplane begins its descent to land.
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Liverpool Football Club (Liverpool FC) and Japan Airlines (JAL) are proud to announce a global, multi-year partnership, which will see the award-winning airline become the club’s official airline partner.
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The Wizz MultiPass is a pioneering and innovative flight subscription service that allows frequent travellers to travel from the UAE every month and explore multiple destinations while earning loyalty rewards.
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SITA reports record results and pursues digital transformation SITA, the global leader in technology solutions for the air transport industry, has announced record results for 2023 as revenues reached almost US$ 1.5 billion. SITA also saw record contracts and partnerships to transform travel at airports and borders, through digital identities, biometric and mobile-enabled self-service, and digital borders.
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IATA partners with Aviation Sustainability Forum to tackle cabin waste IATA is partnering with the Aviation Sustainability Forum (ASF) to introduce a standardized Cabin Waste Composition Audit (CWCA). ASF, a non-profit collaboration of aviation stakeholders aimed at creating a sustainable future for onboard services, was established in October 2019. To support the audits, the ASF Cabin Waste Composition Auditing Platform will be launched in September 2024.
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Gangwal has deep and extensive airline industry experience and is the co-founder of India’s largest airline by fleet size and passengers carried, InterGlobe Aviation, known as IndiGo. Before co-founding IndiGo in 2006, Gangwal served as Chairman, President, and Chief Executive Officer of Worldspan Technologies, a provider of technology and information services to the travel and transportation industry.
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OPENING OF THE CLUB AT SAN FRANCISCO INTERNATIONAL AIRPORT Priority Pass, the original and market-leading airport experiences programme owned and operated by Collinson International, welcomes the addition of a brand-new lounge – The Club at San Francisco International Airport (SFO).
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Carroll also announced an exciting partnership with Qube Cinemas, a leader in digital cinema technology, to enhance AirAsia’s brand presence. The immersive AirAsia “cinematic in-flight” experience will soon be featured in 130 cinemas across India for six months, connecting with movie-goers who are also travel enthusiasts.
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Emirates brings signature dedicated lounge experience to Jeddah Opening marks first and only Emirates dedicated lounge in the region outside Dubai
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DB Schenker signs record-breaking commitment to Cathay’s Corporate SAF Programme Cathay continues to make progress in growing its sustainable aviation fuel programme with the forwarding giant giving it a significant boost to reduce emissions for its cargo shipments
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Forrester has just published the results of its annual Customer Experience Index (CX Index™) rankings. Unfortunately, US consumer perceptions of CX quality have declined for an unprecedented third consecutive year, reaching their lowest point since the CX Index began.
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Delta brings the epic journeys of Team USA to life in new campaign for Paris 2024 Building on Delta’s multiyear partnership with Team USA, the creative focuses on the theme of epic journeys and showcases the indomitable spirit and drive for greatness that Delta employees share with Team USA.
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Riyadh Air and Delta announce strategic partnership Pending regulatory approvals, the agreement will encompass interline and codeshare connectivity, with potential expansions into broader aviation services such as MRO, ground handling, and training facilities.
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Azul and GOL start selling 40 shared routes across Brazil Starting today, 40 non-overlapping routes will be available for sale on the companies’ channels, with the addition of many more routes expected over the coming weeks. Together, Azul and GOL have about 1,500 daily departures. With the start of the codeshare, more than 2,700 travel opportunities with just one connection will be created within Brazil, further facilitating access to air transport in the country.
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Southwest Airlines named “official airline of the Southeastern Conference” Sponsorship to include Customer sweepstakes throughout the year, integrations in Southeastern Conference Network programming, activations throughout the season and at major Southeastern Conference championship events, and Surprise & Delight moments
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Malaysia Airlines and China Southern extend codeshare China Southern Airlines and Malaysia Airlines will expand their codeshare flights between cities in China and Malaysia, the airline announced earlier this week.
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Milk Partners with AirAsia rewards to bring Web3 exclusive events in The Sandbox Through this partnership, the three companies have committed to actively collaborate in co-marketing initiatives, targeting global users to participate in metaverse events and offering rewards to those participants.
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Air France and KLM’s loyalty programme, Flying Blue, partners with Revolut To take advantage of this opportunity, you must enrol to or be a current member of Flying Blue, as well as being a Revolut account holder. The conversion to Flying Blue Miles can be processed within the Revolut app.
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Aeroplan kicks off celebrations by offering 40 prizes of 1 million points and 10 days of exclusive offers to save and earn big on flights, hotels and everyday purchases
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Air France-KLM and SAS sign codeshare and interline agreements Starting September 1, 2024, Air France and KLM customers will gain access to 33 destinations.
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Delta Air Lines announces June quarter 2024 financial results Delta Air Lines reported financial results for the June quarter and provided its outlook for the September quarter.
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TRAVELPORT LAUNCHES NEW AI-POWERED SEARCH FEATURE On Wednesday, Travelport launched an AI-powered search feature designed to help travel agencies find the ideal trip for travelers from billions of options. The Content Curation Layer (CCL) leverages AI and machine learning to sort through aggregated, multi-source content, delivering retail-ready results faster than typical airline searches.
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Finnair Opens New Helsinki Airport Lounge Finnair has inaugurated a new lounge at Helsinki Airport for passengers traveling to destinations within the 27 countries of Europe’s Schengen Area, accommodating up to 440 guests, the airline announced on Tuesday.
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Tata Consultancy Services establishes center of excellence following a partnership with TAP. Following the partnership with TAP, global IT consultancy and technology provider Tata Consultancy Services (TCS) has inaugurated its Aviation Digital Center in Alfragide near Lisbon, Portugal. In 2022, TAP selected TCS as a strategic partner to accelerate its digital transformation and technological innovation following an international tender.
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Azul opens registrations for photographic competition to celebrate the company’s 15th anniversary
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Hotels & Hospitality:
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Radisson Hotel Group debuts in the heart of Tunisia’s capital city, Tunis “We are thrilled to expand our presence in northern Africa and establish a foothold in Tunisia’s capital city, Tunis with our Radisson brand… Our Radisson brand aims to strike a balance between business and leisure, which is becoming increasingly important to travelers today,” said Tim Cordon, Chief Operating Officer, Middle East, Africa, and SEAP, Radisson Hotel Group.
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All-Suite Hotel Brand Heats Up Soccer Presence Through Official Partnerships with U.S. Youth Soccer and former USWNT star Sydney Leroux Alongside Unique Game-Day Experiences
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By enrolling in both programs and linking accounts, members can earn Marriott Bonvoy points and Starbucks Stars and be on their way toward free stays and coffee as well as access to curated travel experiences
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Hard Rock International’s highly anticipated hotel, REVERB by Hard Rock® Hamburg, is now open. REVERB by Hard Rock® is a unique hotel brand designed to be an energetic cultural hub for connection, creation and inspiration among music fans, locals and travellers alike. The hotel is located within the historic St. Pauli Bunker and vibrant neighborhood known for its bustling port, remarkable architecture and cultural scene.
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68% spending more on leisure travel with 74% respondents planning an intra-regional holiday within Asia-Pacific (APAC). Australia is the top destination in next 12 months ahead of Japan, with 46% planning to visit. Indian HNW are driving luxury travel with 89% Indians planning to spend more in next 12 months. High end gastronomy is the primary driver for luxury travel with 88% planning holidays around food
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Pilot Program Provides Guests with Complimentary Socks, Offering Unmatched Comfort for Both Outdoor Adventures and Indoor Relaxation
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W Hotels, part of Marriott Bonvoy’s global portfolio of over 30 brands, today announces the global expansion of its celebrated live music series, W PRESENTS, unveiling a multi-stop global tour route. Uniting the worlds of music and luxury lifestyle hospitality, the next iteration of W PRESENTS will head to W Hotels properties around the world following the program’s first shows of 2024 at W South Beach during Miami Music Week and W Costa Rica – Reserva Conchal and W Algarve earlier this Spring.
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Marriott International Highlights ESG Progress in Annual Serve 360 Report Marriott International, Inc. (Nasdaq: MAR) (“Marriott”) today released its 2024 Serve 360 Report highlighting the company’s global Environmental, Social, and Governance (“ESG”) efforts and progress toward its 2025 Sustainability and Social Impact Goals. The Report reflects data for the calendar year ended December 31, 2023.
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The Program combines the benefits of the Marriott Bonvoy portfolio with a suite of travel tools to seamlessly book, manage, and expense business travel.
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IHG Hotels & Resorts accelerates presence in Spain with four new signings The latest agreements demonstrate owner and guest appetite for brands across each of IHG’s Luxury and Lifestyle (Hotel Indigo), Premium (voco hotels), and Essentials (Holiday Inn Express) collections, in what is one of the company’s priority growth markets in Europe.
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Mandeep Singh joins Wyndham to oversee the future development and successful rollout of ECHO Suites as openings follow in Texas and Virginia in the coming months
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Chase and Marriott Bonvoy Introduce the Newly Enhanced Marriott Bonvoy Bold Credit Card Cardmembers enjoy new travel benefits and earn more points on everyday spend categories, with no annual fee; Best welcome offer ever now available to new cardmembers
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The donation is in addition to a Marriott Bonvoy effort underway in which, for the month of June, Marriott Bonvoy is matching all point donations to its philanthropic partners, including WCK, up to 25 million points.
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New York bans small shampoo, body lotion bottles from hotels starting January 2025 Starting in January 2025, all hotels in New York State with 50 rooms or more will be prohibited from providing mini toiletries, with smaller properties following in January 2026.
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citizenM launches co-working format to redefine the hybrid work experience Targets hybrid teams, creators and entrepreneurs with inspiring co-working spaces across a global portfolio
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Retail, E-commerce, F&B, Healthcare:
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Boost Bonus Days to Hit Kroger Boost by Kroger Plus members get exclusive access to more than $60 in savings during the two-week event.
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Malaysia’s “MY Priceless Experience” is back This initiative positions Malaysia as a prime shopping destination and aims to boost the national economy, including the accommodation, gastronomy, and tourism sectors.
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Food and Beverage Brands Explore Virtual Worlds to Engage New Consumers As food and beverage brands explore innovative ways to drive customer acquisition and loyalty, many are turning to virtual worlds to engage consumers during their daily digital activities.
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Brigitte Honours Payback as one f the “Best Modern Work Company” As part of the “Modern Work” study, measures were surveyed in five areas: compatibility and flexibility, equality and diversity, empowerment, corporate culture and structure, and career advancement.
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Entertainment, Sport, Telecom & Social Media:
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Ascott signs global partnership with Chelsea Football Club To further boost Ascott’s visibility in Europe and support its expansive global network, Ascott has entered a strategic multi-year partnership with Chelsea Football Club (Chelsea), becoming the Official Global Hotels Partner of the English Premier League club.
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Transport, Fuel Retail & Mobility:
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Al-Futtaim’s Blue partners with Emarat’s loyalty program EmCan This partnership exemplifies Emarat’s commitment to sustaining customer satisfaction by enhancing the rewards for both EmCan and Blue members.
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Hertz Hires Several Former Delta Executives Hertz appointmented former Delta Air Lines executive Sandeep Dube as its new EVP and CCO to oversee revenue management and pricing, corporate sales and strategic partnerships, customer experience, product development, loyalty programs, marketing, and franchises. Previously, Dube served as COO at Intuit Mailchimp and Activision Blizzard and held senior leadership roles at Delta, including SVP of revenue management and SVP of digital, loyalty, lounges, and customer insights.
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EG America announces changes in leadership positions Whitney Johnson has been named Vice President of Loyalty and Digital Commerce while Lisa N’Chonon and Laura Sherman also were named as Chief Financial Officer and General Counsel, respectively.
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Payments, Finance, Property & Insurance:
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Payments security: The key to winning consumer loyalty in MENA In response to evolving consumer demands, merchants across MENA are embarking on ambitious digitization journeys and adopting innovative payment strategies. As digital commerce moves beyond the early adoption phase, the focus is shifting toward fine-tuning performance. In doing so, strengthening payment security has become a top priority.
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Visa Thailand Grand Sale kicks off Visa and the Tourism Authority of Thailand (TAT) announced the launch of the Visa Thailand Grand Sale 2024 on Monday
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7/10 MSEs are confident in their ability to utilize digital tools to enhance their operations. 64% admit that they don’t know which digital tools are right. Only 1/3 have accessed support services for their businesses. Majority of MSEs report that they have not used credit or loans in the last 12 months. The primary reason cited was not needing credit (62%), followed by being unable to afford credit (28%).
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Pliant and Conferma have strategically partnered to expand the use of virtual cards for business travel payments, increasing access throughout Europe and enabling corporate customers to seamlessly connect and pay.
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Loyalty Technology, Solutions & Consulting:
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Leveraging first-party data builds loyalty, reduces churn, and maximizes lifetime value. Retailers need current customer data analytics to shape future omnichannel experiences, fostering pre- and post-purchase engagement and brand advocacy. Amperity and Azure together empower retailers to achieve these goals, transforming customer relationships through data-driven insights and personalization.
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Kindness + AI is connecting colleagues and driving stronger business results In a post-COVID world, business leaders are still grappling with how to drive engagement, motivation, and create the best work environment for their teams. Recent data from KindWorks.AI highlights that a key to overcoming these workforce challenges lies in the simple practice of kindness. By fostering a culture of authentic kindness—characterized by sincerity, recognition, and human connection—leaders can significantly enhance employee performance and drive exceptional business results.
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Amadeus brings wide NDC offering to Concur Travel online booking tool Travel technology leader Amadeus brings NDC content from a large range of airlines
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LOYALTY PLATFORM HEYMAX.AI RAISES $2.6 MILLION IN SEED FUNDING Founded in 2023, Heymax.ai is a fintech startup that enables consumers to earn rewards, called Max Miles, from businesses and redeem them for flights or transfer them to 25 airline and hotel partners.
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Reports, Research, Insights & Opinions:
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nShift: The customer experience is more powerful than advertising, say consumers Almost two-thirds of consumers confess that a positive brand experience is more likely to win them over than great advertising.[1] In a world where the online retail space is growing increasingly crowded, nShift is calling on ecom businesses to capitalize on the growth opportunities in deliveries.
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OAG report: Beyond the Ticket: Winning Traveler Loyalty with Rewards & Ancillary Services OAG surveyed 2,000 North American travelers in April 2024 to analyze what services, ticket inclusions and rewards programs are driving purchasing behaviors.
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Jobs & Careers:
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Viator is hiring: Director of Customer Value Management Location: Greater London, United Kingdom. Click inside to apply.
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Qatar Airways is hiring: Loyalty Officer Location: New York, USA. Click inside to apply.
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American Express is hiring: Director – Strategic Partnerships, Digital Location: New York, NY, USA. Click inside to apply.
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Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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Langham Hospitality Group is hiring: Senior Manager – Loyalty Marketing – Corporate Office Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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American Express is hiring: Senior Manager – Strategic Initiatives & Transformation Location: New York, NY, USA. Click inside to apply.
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Chanel is hiring: Senior CRM Project Manager Location: Neuilly-sur-Seine, Île-de-France, France. Click inside to apply.
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