Why this role matters: The Manager, Loyalty Systems is responsible for the day-to-day administration, optimization, and performance of the I Prefer loyalty platform and supporting systems. This role sits at the intersection of technology, marketing, operations, and guest experience - ensuring the loyalty ecosystem operates seamlessly and delivers consistent, high-quality member interactions across all touchpoints. This position plays a critical role in maintaining platform stability, while identifying opportunities to improve functionality, streamline processes, and support ongoing platform enhancements and integrations.
Success in this role is measured by platform reliability, operational efficiency, timely issue resolution, and the ability to turn system needs into practical improvements. The ideal candidate will help ensure that loyalty benefits, offers, partner integrations, and member experiences are delivered accurately and consistently across the I Prefer ecosystem.
What you'll deliver: - Platform Operations & Administration
- Manage day-to-day loyalty platform systems and operations, including configuration, maintenance, and performance monitoring
- Configure and maintain program elements including offers, privileges, awards, and promotions
- Serve as the primary point of contact for loyalty system issues, escalations, and troubleshooting
- Monitor system performance and proactively identify risks, disruptions, and opportunities for improvement
- Partner with IT, data, vendors, and external partners to resolve system or integration issues efficiently
- Communicate timely updates to internal teams, hotels, and partners regarding system outages, updates, or enhancements
- Integrations, Optimization & Enhancements
- Support platform enhancements and new feature rollouts, including requirements gathering, testing (UAT), and quality assurance
- Identify system inefficiencies and recommend enhancements to improve performance, scalability, and user experience
- Partner with internal stakeholders to align system capabilities with evolving program strategy
- Partner & Hotel Enablement
- Set up and onboard new hotels, partners, and integrations within the loyalty platform
- Support hotel teams in activating offers, privileges, and awards to ensure consistency and accuracy
- Oversee partner integrations, including point transfers, status matches, and reward fulfillment
- Collaborate with internal teams and partners to ensure accurate points posting, tracking, and reconciliation
- Cross-Functional Collaboration & Support
- Act as a subject matter expert (SME) for the loyalty platform in internal and partner meetings
- Work closely with operations, IT, data, marketing, and member services teams to support program initiatives
What Would Make You Stand Out: - Experience configuring loyalty program rules, points logic, tier structures, and offer management
- Exposure to system integrations, APIs, and working with technical or IT teams on platform initiatives
- Familiarity with data privacy regulations (GDPR, CCPA) and their impact on member data management
- Experience supporting platform migrations or system implementations
What you'll bring to the team: - Analytical and solutions-oriented mindset with strong problem-solving capabilities
- Ability to translate technical concepts into clear, actionable insights for non-technical stakeholders
- Highly organized with the ability to manage multiple priorities in a fast-paced environment
- Collaborative team player who can work cross-functionally
- Customer-first mindset with a passion for delivering exceptional member experiences
Tools & Systems:- Loyalty management systems and reporting tools
- Power BI and data visualization tools
- SQL Server or similar
- Microsoft Dynamics CRM (B2B Participating Hotels)
- Messaging platforms (Email/SMS/Push)
- Microsoft Excel and PowerPoint
- Familiarity with Property Management Systems (PMS) and hospitality technology platforms
- Customer feedback and survey platforms
- Customer service and ticketing systems
- Company-approved AI tools
Where you'll thrive: - You enjoy being the dependable person others turn to for support, guidance, and help navigating systems and processes.
- You gain satisfaction from bringing structure, accuracy, and consistency to complex operational environments.
- You thrive in collaborative settings where success is achieved through teamwork, communication, and strong cross-functional partnerships.
- You are motivated by delivering exceptional experiences for members, partners, and hotels through careful attention to detail and a customer-first mindset.
Our Working Culture: With our in-office philosophy, our associates are expected to be in the office at least three days per week, supporting a healthy balance between in-person collaboration and flexible remote work. We take pride in our vibrant and inclusive culture, which thrives on meaningful connection, shared purpose, and cross-functional teamwork. In-office engagement plays a vital role in fostering spontaneous collaboration, accelerating innovation, and strengthening relationships across teams. It also provides valuable opportunities for mentorship, professional development, and a deeper sense of community.
Please note: While the current expectation is a minimum of three days per week in the office, this may evolve over time in alignment with business needs and our continued commitment to culture-building.
Disclaimer This description reflects the general nature and level of the role. It is not intended to be an exhaustive list of responsibilities or requirements.
Salary:$85,000 - $95,000, actual compensation within this range will be determined by multiple factors including candidate experience and expertise.
