Our Customer Engagement, Loyalty, and Partnerships Team increases Hilton consumer growth through strategically designed partnerships and campaigns and builds awareness for our industry award-winning Hilton Honors loyalty program. The team is focused on increasing customer acquisition and retention through Hilton direct channels such as the Hilton Honors mobile app, Hilton.com website, and reservations agents. In addition, the team generates engagement and repeat business through recognition of loyalty benefits and earned rewards during guest stays.
What will I be doing?
Do you have a real passion for problem solving and mentoring others to meet their goals? If so, then this is the role for you! As our Manager of Loyalty Operations you will have the opportunity to have a direct impact with our guests and our hotels. You will report to the Senior Director of Loyalty Operations and lead the day-to-day Operations team responsible for the reimbursement process for our Loyalty Program, Hilton Honors. As our Manager you ensure hotels are reimbursed correctly and program reimbursement guidelines are followed.
You will also need to be thoughtful in planning your team member's workload allocations and ensuring all works streams are successfully managed within established Service Level Agreements. One of the keys to your success in this role will be paying close attention to your teams' department analytics and team member performance so you are aligning with the business strategy and decision-making within the department.
You will also liaise with your peer and counterpart, Quality Assurance Manager of Loyalty Operations, and build a positive partnership to ensure quality standards are met throughout the department.
More specifically, you will:
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: