The Radisson Rewards program is a key commercial driver for RHG Hotels. The senior manager is responsible for setting the strategy for how the EU, UK, and Russia hotels leverage loyalty to achieve their annual targets. The senior manager must ensure the plan aligns with the broader Global Loyalty strategy, execute the strategy, and manage the relationship between all involved stakeholders - particularly Area Offices and Hotels. Ad-hoc Loyalty projects and data performance management will also be part of the responsibilities.
Role and Responsibilities: Develop, manage, and execute a strategy to grow loyalty-associated revenue, number of members acquired, and member engagement for B2C loyalty programs in Europe, UK, and Russia.
Ensure full KPIs Target Achievement in all Hotels, in line with the global strategy, and have a strong understanding of the guest journey and technical processes/systems used by Hotels in the Loyalty area.
Stakeholder Engagement and Strategic visits to Areas & Hotels: Act as a liaison representing loyalty at both internal and external levels and proactively develop a strong relationship with involved stakeholders in all areas to ensure alignment and garner support for loyalty initiatives.
Provide in-depth reporting and drive loyalty brand standards compliance, loyalty-associated revenue, and enrollments at hotels in close collaboration with HR through training & webinars.
Participate in personalization and customer journey initiatives to enhance Members' overall experience across all touchpoints, assuring full Radisson Rewards experience compliance.
Liaise with RevOps and pricing teams to ensure member-specific benefits reflect evolving customer needs and sustain profitability while driving long-term loyalty.
Support customer lifetime value analysis, segmentation, and persona development to improve targeting capabilities and relevant messaging.
Contribute to and oversee the developments and implementations of new loyalty programs/practices and monitor progress by executing performance reporting and level presentations regularly.
Lead & manage ad-hoc projects related to the development/update/growth of the Radisson Rewards Program.
Competencies & Skills Requirements: Strong problem-solving and interpersonal skills required; public speaking during GMs conventions/meetings.
Analytical skills to read/present the data to identify actions accordingly.
Must have the initiative to work independently and the ability to collaborate with different stakeholders.
Ability to develop and deliver senior-level ready material and presentations.
Technical understanding of Loyalty processes (e.g., Enrollments) & systems at Hotel level.
Availability to travel, visiting Area Offices and key hotels.
Minimum Education: Bachelor's Degree, preferably in Economics/Marketing/Hotel Management.
Minimum Experience: 5+ years of experience managing senior client relationships with a proven record of interfacing with all levels of an organization, or at least 5+ years of experience as GM or FOM in Hotels.
Language Skills: Must be fluent in English. Additional language(s) are a plus.
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