Loyalty Executive (Delivery & Operations)
hace 2 días
Hemel Hempstead
About the Role The UK’s leading provider of adult short break experiences, Warner Hotels is a collection of unique properties in great locations across the UK. All short breaks at a Warner Hotel include breakfast, dinner and specified entertainment and activities, ensuring guests make the most of their time away. Situated in stunning locations nationwide including Heythrop Park in the Cotswolds, Studley Castle in Warwickshire, Thoresby Hall in Nottinghamshire and The Runnymede on Thames, each hotel offers its own personal character that makes every Warner Hotels stay unique. We are looking to recruit a Loyalty Executive who will support the development, launch and on-going delivery of our revised Club Warner loyalty proposition. Together with the Head of CRM, Loyalty & Retention, this role will manage the delivery of day-to-day loyalty activity; co-ordinating guest and operational communications, managing the administration of the programme and ensuring that we deliver a seamless and engaging member experience. Key Responsibilities: Loyalty Roll Out • Support the re-launch of our loyalty programme, playing a key role within the project team to bring the new and improved Club Warner to life., • Own executional tasks such as building and testing member journeys, defining/setting up benefits and rewards in our systems, creating member content, • Co-ordinate and deliver our guest-facing communication launch plan, working with stakeholders from across with the wider marketing team., • Work closely with our central operational team to develop and deliver internal engagement plans and communications., • Prepare elements such as toolkits, FAQs, and guides to help embed the programme operationally., • Support troubleshooting during development and launch, working alongside tech, operations, and guest-facing teams. On-going Delivery • Manage our day-to-day loyalty operations, including member administration, and reward management., • Be the key business user of the loyalty engine, working closely with the tech team to troubleshoot any technical issues whilst also briefing in any new requirements, integrations or updates that are required., • Support the execution of member offers, rewards and events, liaising with suppliers and both internal and external stakeholders to ensure new and updated benefits or offers work for our members and are delivered accurately and on time., • Take ownership of our refer-a-friend functionality, ensuring that this is embedded within the loyalty proposition and working with the wider digital marketing team to embed it across the guest journey., • Be the day-to-day loyalty contact for the business. Support hotel teams, contact centre and teams across the hub with key updates and info to deliver the programme effectively to our guests., • Collate guest feedback, escalating issues and using insights to recommend improvements to the programme., • Troubleshoot any operational or guest issues quickly and efficiently so that we have minimal disruption to the member experience., • Input into future member initiatives or process improvements (such as exclusive member events) that could make Club Warner even more engaging for its members. Member Communications Delivery • Work closely with CRM, Digital Marketing, Brand and Creative teams to develop and deliver bespoke loyalty campaigns and communications across all relevant channels., • Maintain an accurate and up-to-date loyalty calendar, including benefits, offers, communications and programme updates. Feed this into the wider marketing and CRM plans. Reporting & Insights • Support tracking and reporting on programme level KPIs including sign-ups, member engagement, reward redemption's., • Support the CRM & Loyalty Analyst with data collection and campaign performance reporting., • Maintain and update a loyalty competitor activity tracker, sharing insights and recommendations with the wider team., • Contribute to presentations and updates that communicate the Club Warner performance across the business. Knowledge, Skills & Experience: • Some understanding of loyalty principles, including member journeys, benefits, and engagement drivers., • An awareness of hospitality/retail guest experience touchpoints and how loyalty programmes integrate with operational teams., • Basic knowledge of GDPR and data protection best practice., • Strong organisational skills, able to manage multiple tasks and deadlines in a fast-paced environment., • Good attention to detail to ensure accuracy in our member benefits, content, and communications., • Clear written and verbal communication skills., • Comfortable working with diverse teams from around the business., • Previous experience in a loyalty, or marketing delivery role (ideally from hospitality, leisure, or retail experience)., • Exposure to cross-functional ways of working with marketing, digital, and operational teams., • Experience managing multiple tasks or campaigns with tight deadlines., • Exposure to working with creative, marketing, or digital teams.
