We are seeking a results-driven Loyalty Commercial Performance Manager
to strategically leverage our loyalty program as a core commercial engine.
You will be responsible for translating loyalty initiatives into tangible
business growth, ensuring loyalty performance is embedded in commercial
campaigns, and deepening penetration within our key corporate (B2B) segment.
The ideal candidate is a commercial thinker who uses data, tailored offers,
and program levers to directly impact revenue, customer lifetime value,
and segment share.
Your day to day 1. Commercial Performance & Lever Management • Develop
and execute the commercial strategy for the loyalty program, defining key levers
(points, tiers, benefits, partnerships, personalized offers) to drive targeted
commercial outcomes (sales, margin, frequency). • Establish and monitor a robust
performance dashboard linking loyalty KPIs (engagement, redemption rates, member
sales growth) to core commercial P&L metrics. • Conduct ongoing analysis
to identify high-impact opportunities to optimize existing levers and propose
new ones for maximum ROI. 2. Campaign Integration & Loyalty Performance •
Partner with Commercial, channel, and Marketing teams to architect
and "loyalty-proof" all major commercial campaigns. • Ensure loyalty mechanics
and member-exclusive benefits are seamlessly integrated to maximize campaign
performance and member incrementality. • Measure and report on the incremental
commercial lift attributable to loyalty components within campaigns. 3.
Corporate Segment & Loyalty Penetration • Own the strategy to deepen loyalty
program penetration within our corporate client segment. • Collaborate with
the sales team to align the loyalty value proposition with corporate client
needs and employee benefits. • Design and implement tailored loyalty offers,
recognition tiers, and reporting solutions for corporate accounts to drive
adoption, engagement, and contract renewal/expansion. 4. Tailored Offer Strategy
& Personalization • Utilize customer data and segmentation to design and manage
a roadmap of tailored loyalty offers (e.g., bonus point promotions, milestone
rewards, personalized challenges). • Work with P&T and Data teams to ensure
effective targeting, delivery, and measurement of personalized loyalty
communications and offers. • Champion a test-and-learn approach to optimize
offer performance and member responsiveness.
What we need from you •
Bachelor’s degree in marketing, business, hospitality or an equivalent
combination of education and work-related experience • Commercial acumen
with cultural awareness. • 3–5 years of experience in loyalty marketing, sales &
commercial, revenue management, channel management, preferably in hospitality
or service industries. • Understanding of corporate business structures and B2B
loyalty dynamics. • Familiarity with hospitality loyalty trends, MICE/Corporate
business, and competitive landscape. Technical Skills • Strong business acumen
and problem-solving skills • Effective communication in English and Chinese. •
Project management experience. • Ability to influence stakeholders and build
strong relationships.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good
on a global scale. With corporate offices and over 6,000 hotel destinations
worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll
experience our unique culture and brilliant colleagues who will support
and inspire you. With a host of corporate opportunities to choose from, wherever
you are on your career journey, and whatever you want to achieve there’s Room
for You at IHG.
Over recent years, we’ve
transformed our company. We have bold ambitions to drive performance
and maintain our relentless focus on growth in order to be the hotel company
of choice that guests & owners love.
We are
a hospitality business at our core and value connections and being together
helps us foster a unique sense of belonging that also supports productivity.
That’s why here at IHG, we give our colleagues flexibility and balance – working
in a hybrid way, blending office and remote working collectively. We recognise
that every role is different, that’s why leaders work with teams to determine
how and when they collaborate.
We provide a wide
range of benefits designed to help you live your best work life. These include
impressive room discounts across our many properties, recharge days
and volunteering days throughout the year. Through our myWellbeing framework,
we are committed to supporting wellbeing in your health, lifestyle,
and workplace. We offer a unique and inclusive culture, where there is always
Room for You to belong, grow and make a difference.
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 regards to race, color, religion, sex,
sexual orientation, gender identity, national origin, protected veteran status,
disability, or any other category protected by applicable laws. We promote
a culture of trust, support, and acceptance. Always welcoming different
backgrounds, experiences, and perspectives.
