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Marketing Analyst (Loyalty Manager)
Ref No.: 18-00180
Location: New York, New York
Position Type:Direct Placement
Experience Level: 5 Years
Start Date: 08/23/2018
Marketing Analyst – (Loyalty Manager)
Location: New York, NY
Salary: up to 70K +10% Annual Performance Bonus

Must have 1-3 years' experience in the following:
  • Marketing background in Loyalty, membership or subscription
  • Experience training and supporting Customer Service on offerings
  • Develop a strategy on how to deliver content to Customer Service.
  • Being a self-starter and having a proactive approach to push initiatives forward.
 
This is a smaller to mid-sized company where you will have the opportunity to grow this position to a higher level of maturity.
 

Responsibilities:
The Manager, Loyalty Service, and Experience Strategy will be specifically responsible for:
  • Partnering closely with our global Reservations teams and outsourced Call Center partner to ensure a seamless transition to new rewards platform and membership benefits
  • Designing, developing, executing and managing a new global servicing strategy to ensure a best-in-class customer experience across all touchpoints
  • Developing, executing and managing a global training strategy and content delivery for all customer-facing stakeholders, including our member hotels.
  • Collaborating in developing customer experience journeys and identifying opportunities for optimized experiences and any servicing requirements to mitigate risk
  • Managing Call Monitoring and Voice of Guest measurement for channel, and partnering with outsourced call center leadership and regional offices to increase performance across all key KPIs.
  • Defining, executing and managing the Leaders Club Best Customer service delivery strategy across channels and regions, including building capabilities to deliver differentiated service experiences within shared call center environment
  • Defining, executing and managing global Leaders Club customer complaints and escalations resolution and tracking platform and process
  • Serve as Business lead for Reservations new product development including new agent tools and capabilities to drive efficiency/effectiveness and NPS improvements
  • Design, execute and lead global Reservations agent incentive program

Requirements & Experiences:
  • BA/BS Required
  • 1-3 years within Marketing supporting loyalty, subscription or membership programs.
  • 3+ years of experience in customer service, call center management and/or customer experience design required
  • 3+ years of experience in hospitality, travel, luxury goods and/or financial services preferred
  • Experience managing call center(s)
  • Experience in customer service strategy development and delivery
  • Experience in managing a global program and/or product
  • Proven track record of turning insights into action that drive results

Skills & Abilities:
  • Motivated, self-starter with the ability to think and work independently
  • Creative problem solving and sound decision-making abilities
  • Superior written and verbal communication skills
  • Strong project management skills and attention to detail
  • Ability to multi-task and self-manage multiple projects, prioritize, take initiative, and follow up
  • Ability to work under pressure on tight deadlines
  • Ability to build strong relationships with key stakeholders across the organization and member hotels
  • Ability to motivate and inspire without direct authority
  • Strong influence management skills across all levels of the organization
  • High level of personal accountability and results orientation