Manager, Loyalty Experience & Retention

作为忠诚度体验与留存经理，您将负责设计和执行个性化的会员体验策略，以提升洲际酒店集团忠诚度计划的会员粘性和留存率

Create Distinctive Member Experiences • Design and implement end-to-end member experiences that differentiate our loyalty program in the market. • Develop and manage a member-centric communication strategy, ensuring consistent brand voice and personalized engagement across all channels. • Identify opportunities to surprise and delight members through exclusive benefits, events, and recognition programs. • Collaborate with P&T teams to ensure seamless integration of loyalty features into the overall customer journey. 2. Retain Member Activeness through Personalized Engagement • Develop and execute retention strategies that target at-risk members and foster long-term loyalty. • Use customer data and segmentation to create highly personalized engagements (SMS, push notifications, in-app messages, etc.) that drive engagement and repeat activity. • Monitor member health metrics and design interventions to re-engage lapsed or low-activity members. • Test and optimize messaging, offers, and incentives to maximize member lifetime value (LTV). 3. Evolve Member Digital Journey • Map the current digital member journey and identify pain points, gaps, and opportunities for enhancement. • Partner with Product and Tech teams to design and implement digital touchpoints that improve usability, accessibility, and engagement (e.g., app features, personalized dashboards, gamification). • Leverage marketing automation, CRM, and analytics tools to deliver real-time, contextually relevant experiences. • Stay updated on digital trends and loyalty innovations to recommend new features or channels that enhance the member journey. 4. Analytics & Performance Management • Define KPIs and success metrics for loyalty experience and retention initiatives (e.g., engagement rate, retention rate, program satisfaction/NPS, repeat purchase rate). • Analyze member behavior and campaign performance to derive insights and inform strategy. • Prepare regular reports and dashboards to track progress and present findings to senior leadership. • Conduct A/B and multivariate testing to optimize campaigns and digital experiences.

Preferred • Experience in subscription-based or membership-driven businesses (e.g., retail, e-commerce, hospitality, fintech). • Familiarity with UX/UI principles and collaboration with product/design teams. • Knowledge of emerging trends in loyalty, personalization, and digital experience. • Certification in digital marketing, customer experience, or data analytics is a plus.