Senior Manager, Loyalty Operations, APAC

Job Overview

The Senior Manager for Loyalty Operations will lead the Wyndham Rewards program across the APAC region, functioning as the communication link between hotel properties and the corporate headquarters. This role is pivotal in supporting hotel teams to meet objectives and resolve challenges, alongside fostering staff training and development. Strategic planning and execution aimed at strengthening customer loyalty, member engagement, and program success are essential duties.

Key Responsibilities

• Direct regional loyalty engagement initiatives ensuring thorough implementation and adherence to the loyalty program at property level across all Wyndham brands in APAC.
• Develop and deliver comprehensive training content for loyalty programs, including onboarding for general managers and updating internal training materials with webinars.
• Supervise daily loyalty program functions guaranteeing flawless administration of member rewards, benefits, and promotions.
• Focus on key performance indicators related to loyalty team metrics, such as member acquisition, validating enrollments, and member contributions.
• Monitor loyalty data and maintain the APAC program dashboard to evaluate overall program effectiveness.
• Collaborate with designated hotel personnel to monitor enrollment performance and strategically address issues to enhance participation at properties.
• Implement adaptations of global Wyndham Reward Enroller incentives for APAC, executing detailed communication planning to achieve enrollment targets.
• Oversee relationships with loyalty agencies and vendors for collateral management including inventory, distribution, localization, and production within APAC.
• Manage budget allocations for loyalty programs, track expenditures, and optimize resource usage to improve return on investment.
• Remain informed about current industry trends in loyalty and retention, recommending innovative approaches to sustain competitive advantages.
• Address and resolve loyalty program related escalations to ensure high member satisfaction.
• Support the Loyalty Operation & Partnership Leader with events, agency communications, translations, proofreading, and activity follow-ups.
• Maintain website content updates aligned to marketing schedules.
• Assist with additional assigned tasks or projects as delegated by the line manager.
• Flexible working hours are required to accommodate time zone differences, and occasional travel will be necessary to support operational needs.

Qualifications and Requirements

• Bachelor’s degree is required.
• Detail-oriented, confident problem solver capable of managing projects effectively in a fast-paced, complex environment.
• Strong ability to engage and influence stakeholders through clear and impactful communication.
• Creative development of engagement initiatives across organizational levels.
• Excellent project management skills, managing multiple concurrent projects to drive actionable outcomes and efficiency.
• Proficient analytical skills to understand and report on data trends to senior leadership.
• Minimum of 5 to 8 years’ experience in operations or agency settings; hotel industry experience is preferred.
• Proven record working successfully with virtual teams across multiple geographic locations.
• Strong communication skills suited for virtual collaboration via calls and emails.
• Fluency in English, both written and oral; additional Asian language proficiency is a significant advantage.