Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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GLO
Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage.
Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa.
Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.
As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.
The position will serve as the strategic team lead for the technical and operational development of Shangri-La Circle (SLC), the company’s globally recognized loyalty program. Responsible for overseeing the Loyalty Management Systems, you will ensure program integrity, compliance, and operational efficiency to drive SLC’s strategic vision and enhance member experiences.
Based at our Global Headquarters, this role will report to Assistant Vice President, SLC (Head of Reward Operations & Members Services).
As our Assistant Vice President, Shangri-La Circle (Rewards & Program Operations), we will rely on you to:
Rewards Program Enhancement Strategies
- Develop and execute innovative rewards program enhancement strategies, leveraging technical and AI tools to maximize program effectiveness, member engagement, and operational efficiency
- Collaborate with key SLC internal stakeholders and HQ/regional team operations leaders to design workflows, system enhancements, and strategies that promote the efficient execution of SLC marketing campaigns, implement new initiatives at the hotel level, and drive business results for both SLC and hotels
Loyalty Management Systems Ownership
- Serve as the key business owner of the Loyalty Management Systems, overseeing implementation, functionality, and ensuring accurate points earning and redemption rules setup and financial transaction tracking
- Implement robust compliance measures and risk mitigation strategies to ensure program and process integrity, minimizing financial and operational risks associated with the SLC program
Loyalty Program Operations Management
- Manage and build strong rapport with the daily operations team and hotel operations teams, providing support, guidance, and clear communication channels to ensure smooth loyalty program operations, timely resolution of member inquiries, and effective collaboration with internal stakeholders for a seamless member experience
- Execute the strategic direction of SLC, ensuring exceptional member experiences through seamless procedures within the member service centers and hotel operations teams, while maximizing program effectiveness
Data Analysis and Insights
- Utilize advanced data analysis techniques to evaluate program performance, identify trends, and generate actionable insights for continuous program improvement
- Prepare comprehensive reports and presentations for senior management, providing guidance for strategic decision-making and ongoing program enhancements
Strategic Project Management
- Lead strategic projects from conceptualization to execution, ensuring timely delivery and successful outcomes
- As the overarching in-charge, responsible for reward program system development, enhancement requests, and budget management
We are looking for someone who has;
- Bachelor’s degree in a related field; advanced degree or certifications in loyalty program management, project management, or AI applications would be an advantage
- Minimum 12 years of working experience in rewards program management, preferably in hospitality industry, with exceptional leadership skills to inspire cross-functional teams and achieve strategic objectives
- In-depth understanding of Loyalty Management Systems, AI applications, and data analysis to drive operational efficiency and personalized experiences
- Proven experience in leading complex projects from conception to completion, delivering measurable results within timelines and budgets
- Outstanding communication, presentation, and stakeholder management skills, with a strategic mindset and passion for innovation in loyalty programs and technology
- Good command of spoken and written English and Chinese
Source: Shangri-La Group
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