About us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

Your day to day

The Manager, Luxury Program Delivery will be responsible for the day-to-day delivery of loyalty across our luxury & lifestyle hotels, including reviewing our luxury programs performance in order to support our efforts to drive our commercial priorities across the business including making recommendations on strategic inputs to inform our marketing; as well being a subject matter expert on program operations and delivery excellence. The role is responsible for building and delivering any future program enhancements (hand-off from strategy). Manage end to end program changes, including pilots, concept tests and benefit enhancements/rollout.

Essential Duties & Responsibilities – (Key Activities)

• Oversee the Loyalty performance across all areas


• Track, measure and monitor luxury loyalty core performance metrics, working with key stakeholders in GIAD and across L&P


• Identify and prioritize opportunities to enhance performance on an ongoing basis including providing strategic input to the GMSS team for all loyalty and customer marketing programs leveraging, customer intelligence, contact strategy (working with our customer strategy team), competitor analysis and performance metrics


• Use insights and analytics to keep a pulse of key drivers of program performance including partnering with GIAD and GMSS to identify key stages in our member journey thus enabling us to effectively communicate accurately at the key stages along the member funnel. Ensure delivery excellence of lifecycle and promotional comms, working with key stakeholders in offer set-up


• Define actions to course correct to keep our performance metrics on target, including working with GIAD to help define gaps and program weaknesses to can be turned into marketing insights that will help us to strengthen our position and drive increased revenue


• Manage operations and delivery of luxury loyalty programs


• Trouble shoot day–to–day operational requirements to keep the program running


• Working with key stakeholders in Loyalty Program Management and GXSS, define and update loyalty/program benefits


• Manage end to end program changes, including pilots, concept tests and benefit enhancements / rollout


• Develop playbook for member migration and execute annually


• Monitor member feedback / VOC


• Budget management


• Collaboration with peers and key stakeholders – Identify and coordinate synergistic opportunities to drive core luxury program delivery and performance and follow up, as appropriate, to ensure timely execution to meet established deadlines

What we need from you

Education –

Bachelor’s or master’s degree level in Hospitality, Communications, Data/Insight management, project management or an equivalent combination of education and work-related experience.

Experience –

6-8+ years progressive experience with demonstrated commercial success in consulting, professional services or loyalty program management, preferably in travel or hospitality.

Technical Skills & Knowledge –

• Analytical – ability to review data and make recommendations


• Strategic thinker - Ability to think strategically about the program and potential future developments


• Communication - clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user. Ability to communicate supportive program details (presentation, analysis) and to present a persuasive proposition or to effectively negotiate a position.


• Collaboration - demonstrated ability to collaborate with and lead (directionally) cross-functional/regional/owner engagement

What we offer

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve – click here to find out more about us.

IHG is an equal opportunity employer: Minorities/Females/Disabled/Veterans