Loyalty Operations & Performance Manager

Company Description

Minor Hotels is at the heart of the world’s most exciting cities, nestled on the world’s most beautiful beaches, and hidden within the most remote jungle retreats. Let us show you the world, from seamless city stays to exclusive safari lodges and luxury resorts on private islands.

Savour world-class dining at our collection of Wolseley restaurants, or sip cocktails with trendy socialites at SEEN. Embrace holistic wellness through revitalising therapies, or embark on the journey of a lifetime by train, luxury cruise or private jet.

Wherever your adventure takes you, we’re there. Discover the world with Minor Hotels.

Job Description

The Loyalty Operations & Performance Manager is responsible for driving operational excellence in loyalty program execution, training, and performance monitoring across Minor Hotels. This role acts as a master trainer, campaign coordinator, and performance analyst, ensuring smooth collaboration between hotel teams, corporate departments, and technical stakeholders. The role is supported by a Loyalty Executive and reports directly to the Assistant Director.

Qualifications

• Bachelor’s degree in Marketing, Business, or related field.
• 3–5 years of experience in loyalty marketing, hospitality operations, or training.
• Strong coordination and communication skills.
• Familiarity with commercial systems, CMS, and loyalty or hotel operations.
• Analytical mindset with attention to detail.
• Self-driven, adaptable, and collaborative.

Additional Information

Training & Enablement

• Deliver onboarding and refresher training for hotel teams and Hotel Champions (HCs).
• Develop and maintain training materials and SOPs.
• Host monthly HC meetings and knowledge-sharing sessions.
• Track training effectiveness and feedback.

Loyalty Operations & Performance

• Monitor and analyze monthly loyalty KPIs across properties.
• Prepare performance dashboards and reports for internal review.
• Identify trends and recommend operational improvements.
• Ensure timely and accurate reporting in collaboration with the Loyalty Executive.

Campaign Coordination

• Coordinate the rollout of GHA and Minor-led loyalty campaigns.
• Liaise with MARCOM, eCommerce, and Social Media teams for campaign assets and communications.
• Ensure hotel teams are briefed and supported during campaign launches.
• Track campaign execution and compile post-campaign insights.

Hotel Onboarding & System Setup

• Manage loyalty onboarding for new properties, including HC assignment and CMS access.
• Coordinate with IT, and Commercial System to ensure system readiness and data accuracy.
• Track onboarding progress and ensure timely training delivery.

System & IT Liaison

• Act as the first point of contact for loyalty-related system issues.
• Coordinate with IT, Commercial System and Digital team on enhancements, bug fixes, and new projects.
• Support Opera Cloud conversion tasks related to loyalty operations.

Cross-Functional Communication

• Maintain clear and timely communication with hotel teams and internal stakeholders.
• Coordinate training schedules, campaign updates, and system notifications.
• Support change management initiatives and promote adoption of new tools and processes.