Programme Manager, Loyalty and Guest Recognition

Mandarin Oriental is seeking a Programme Manager for its guest recognition programme, Fans of M.O., to oversee operations, drive enrolment and engage members.  We are looking for an individual with strong project management and marketing acumen, to help evolve our programme with a customer-first approach to impact overall brand loyalty.  The Programme Manager will be highly organized and comfortable in a fast-paced environment.  They will be responsible for evaluating and optimising different programme features, coordinating cross-functional teams of colleagues and vendors on projects to continuously improve the programme.  The individual will have strong marketing and project management skills which will be leveraged to coordinate and motivate internal teams, as well as communicate directly with guests as the customer service contact.  They will be great problem-solvers and naturally creative, pragmatic, and collaborative. 

Mandarin Oriental Hotel Group is an international hotel investment and management group with luxury hotels, resorts and residences in sought-after destinations around the world. Having grown from its Asian roots over 50 years ago into a global brand, the Group now operates 34 hotels and seven residences in 24 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place.

Summary of Duties:

• Strategy: help define the overall vision, strategy, proposition and roadmap of our loyalty programme, and assess current programme to determine its fit/evolution to the vision and roadmap
• Marketing: team with internal marketing teams to drive member acquisition, engagement and sales impact through effective communication channels (digital, social, advertising)
• Commercial Delivery: define and link programme KPIs to business outcomes, and conduct audits to confirm programme is being delivered consistently and improved over time
• Programme management: Oversee programme operations to provide optimal guest experience across channels and guest segments
• Guest Focus: Map and evaluate various guest journey scenarios to optimize member experience. Review guest feedback to influence programme modifications and enhancements
• Project management: Manage cross functional teams including internal and external partners to plan and deliver programme delivery and enhancements
• Expert: Build awareness around the organisation as the expert on Fans of M.O., maintain training materials for new hotels and colleagues, co-lead with monthly calls with operations to support hotels and solicit feedback, and create presentations as needed.
• Reporting: Analyse performance, assist VP Guest Engagement on forecasting and annual budgeting 
• Customer Service: Manage customer enquiries and business resolution 
• Ambassador: Be an ambassador for Mandarin Oriental’s customer-first approach 

Qualifications:

Minimum of 5 years in a guest recognition or loyalty programme role with a demonstrable track record in project management delivering results and improving guest experience
• A working knowledge of loyalty programme KPIs including exposure or experience overseeing a budget
• Proficiency in Microsoft Office tools including Microsoft Excel, pivot tables, charts and statistics
• Strong project and stakeholder management skills
• Creative problem-solving skills, with an ability to think outside of the box.
• Comfort working in an agile and constantly evolving environment.
• Self-starter with the ability to set direction and execute
• Fluent English