CAREERS & JOBS (LOYALTY & CX)

IHG Hotels and Resorts is hiring: Director Loyalty Performance Strategy , Europe

About Us

IHG Hotels & Resorts is one of the world’s leading hotel companies with around 350,000 colleagues working across more than 100 countries to deliver true hospitality for good. Our diverse portfolio of differentiated brands is well known and loved by millions of consumers around the world.

We genuinely care for our entire IHG Hotels & Resorts family. All our colleagues are valued, and their wellbeing matters to us. We provide the support our colleagues need to succeed and recognise them for their hard work. Our diverse global community values different perspectives and cultures.

In this role you will be responsible for analysing loyalty performance trends, understanding the competitive environment, assisting with regional strategic business plan development, and leading the implementation of tactical initiatives to drive member acquisition, retention, share of wallet, engagement, and guest love across the designated region. The Director Loyalty Programs will work collaboratively with commercial, operational, and marketing colleagues across the region to understand and address local challenges and opportunities to grow loyalty contribution across all brands.

Your day to day

• Provide program leadership for the region and demonstrate an understanding of loyalty marketing principles to execute the program vision and successfully achieve well-defined KPIs.
• Drive a successful performance management process to track performance in region (e.g., acquisition, contribution, guest love).
• Partner with Head of Loyalty Performance Strategy to develop strategies and tactics to optimize performance and deliver contribution and incremental revenue in the region.
• Act as the regional advocate of loyalty to represent the program in regional commercial forums and ensure that tangible insights are effectively communicated, and plans are executed accordingly.
• Cultivate and sustain relationships with regional partners, which includes aligning on near and long-term opportunities, coordinating issue resolution, and participating in ongoing calls, meetings, and conferences.
• Collaborate with Marketing Shared Services to ensure that regional needs are appropriately incorporated into the planning and execution of promotional marketing campaigns.
• Support execution of above-property member acquisition strategies, including pilots and research initiatives (e.g., employee incentives, status match, partnerships) to drive new member growth for both mainstream and luxury brands.
• Drive a culture of loyalty with colleagues, brands, hotels, and owners including communication of the value story with all stakeholders.
• Communicate and integrate global Loyalty & Partnership plans with regional plans and ensure a robust feedback loop.

What We Need From You

Whilst we love experience, mindset is of equal importance. We’re looking for someone who is committed with a natural ability to operate effectively in a fast moving, global environment. The ideal candidate will have 8+ years progressive experience managing global teams with demonstrated commercial success in strategy, consulting, professional services and/or loyalty program management, preferably in travel or hospitality.

• Driving Results – Generate positive business results through strategic business planning and successful execution.
• Leading Change – Proven track record driving innovation and change in a complex, global organisation.
• Executive Presence – Demonstrated ability in working with key executives and stakeholders to solve and drive business outcomes.
• Collaboration – Collaborate with and lead cross-functional, global teams, proven cultivator of strong partnerships.
• Influencing with Impact – Excellent interpersonal skills and demonstrated ability to drive participation and collaboration; motivates others by showing passion for making an impact Effective Communicator – Excellent organizational, verbal, and written communication skills with keen simplification and storytelling ability; Able to confidently present to all levels of the organisation.
• Analytical – Strong analytical and quantitative skills; comfortable with business statistics and financial metrics
• Project Management – Demonstrated project management skills in organizing, planning, and executing plans across the business.
• People Leadership – Experience leading people to reach their full potential and building high performing teams; consistently models growth behaviours and shows dedication to professional development of self and others.
• Translating data into Actions – Ability to interpret business drivers, program performance and market conditions to monitor the short term and long-term program development.

What We Offer
At IHG we give our colleagues greater flexibility and balance – working in a hybrid way, blending remote and office working. Although we thrive on collaborating in person, we expect that you’re likely to spend time working remotely. Every role is different, and colleagues work with their team and their leader to determine how and when they collaborate in person. We like to believe we offer a unique culture where you have room to be yourself.

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.