Your main responsibilities
Support and execute approved strategies for customer loyalty, improve customer retention metrics, optimize engagement / retainment costs and improve guest’s lifetime value (repeaters)
Build key regional marketing trade partnership partnerships / sponsorships (e.g., airlines, private banking, private schools, HNWI clubs, etc.
with the introduction and support of local PR agencies, Regional Offices to raise awareness for our brands globally and attract a new consumer base across our main feeder markets and emerging ones
Collaborate closely with other teams to ensure Loyalty activities are deployed across all digital marketing platforms and physical touch points (websites, Apps, receptions, shops, restaurants, rooms, etc.
Support annual training to Front Offices and manage back of the house activities across all customer journey (pre-arrival, check-in, during the stay, post-stay)
Coordinate with CRM Marketing Manager email communications to members
Keep updated the Loyalty marketing budget and understand customer financials to build cost-effective programs, work with the CRM & Loyalty Director during the forecasting, planning & budgeting processes in order to meet agreed KPIs & targets
Work with the analytics team (internal or outsourced) to define Loyalty KPIs and measure customer segment performance and identify improvements build and analyze relevant reports, oversee test / control design and execution, evaluate commercial and technical performances
Work with the appointed agencies to create the suite of assets required for Loyalty campaigns under the supervision of the Group CRM & Loyalty Director and in cooperation with the Branding Team and Communication Team
Research and recommend new strategic Loyalty & Referrals opportunities, and have a test and learn approach to new digital marketing initiatives, managed by the CRM Marketing Manager (part of the CRM team)
Propose and implement the customers' growth & retention strategy involving the cross selling and upselling of additional revenues (restaurants, excursions, VIP services, etc.
in order to drive customer average multiproduct penetration and ARPU Average Revenue Per User (guest with Loyalty Card)
Responsible for recognition and engagement of our most valuable guests through the delivery of the highest quality member stay experience, coordinating all aspects of members’ journey : from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanisms
Develop presentations or reports of activity as required for the Board or other teams Directors
Ensure stringent data protection policies and procedures are adhered to at all times when working with sensitive data being responsible for data catching
Manage seasonal teams (if any) to support Front Offices for the relationship with both acquired and potential members
Perform other duties as assigned
Your main qualifications / skills
BSc or MSc degree in Business or Marketing or Sociology
At least 5 years experience as Loyalty Manager, ideally in the tourism sector / hospitality industry
Excellent computer literacy (Microsoft Office, Word, Excel, PowerPoint)
Experience in co-marketing with main brands
Excellent command of English
CRM experience would be a plus (Sales Force, Dynamics)
What we offer
Competitive remuneration package i n a dynamic and highly professional working environment
Hospitality benefits when travelling / visiting Sani / Ikos Group resorts (meals, transportation)
Career development opportunities in one of the world’s top awarded and developing companies
If this looks like the right job for you, send your CV and join our growing team!
We are an equal opportunities employer. All applications will be considered as confidential.
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