Loyalty Operations Manager lifestyle brands MEA

Company Description

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

Job Description

Loyalty Operations Manager

Within the Loyalty & E-Commerce division and more specifically the Loyalty department, you are in charge of the success of the ALL loyalty programme in the 40+ hotels of the “Ennismore” lifestyle brand collective in the Middle-East and Africa. 

What is in it for you:
You will work for the most-awarded hospitality loyalty programme, ALL - Accor Live Limitless, counting 70 million members worldwide and oriented towards a sustainable travel experience. You will have opportunities to learn & develop your skills, work alongside inspiring leaders & colleagues who are experts in the loyalty hospitality sector. 

What you will be doing:

• Onboarding

1. Act as ALL referent & single point of contact for Ennismore in the Middle East.
2. Train hotels, upon opening and continuously, to ensure the successful implementation of ALL: knowledge of the program, processes and tools.

• Support

1. Support Middle East hotels answering operational questions & liaising with hotel support team in charge of daily problem solving (Hotel Helpdesk)
2. Monitor ALL KPIs, engage with hotels & staff & set action plans in order to achieve targets & ensure operational excellence
3. Supervise system configuration and connectivity actions, particularly for hotels entering and exiting the program

• Coordination

1. Liaise with marketing, operations, and hotel teams to identify country or brand-specific opportunities and challenges
2. Facilitate the deployment of new program development projects, according to the guidelines of the ALL global teams.
3. Collaborate with Customer Experience teams to ensure the best stay experience for ALL members based on their loyalty status.

Main challenges:

• One common Loyalty program for more than 45 brands from Lux. to Eco.
• Faster development (hotel openings) than the rest of the group
• New organization, new teams, new processes

Qualifications

Your experience and skills include:

Master degree (business school or hospitality management school)
3-5 yrs. experience in Marketing, hospitality or guest experience
A field experience in hospitality operations is a plus

Communication skills: written and spoken. Fluent English.

▪ Leadership, ability to convince
▪ Performance analysis
▪ Interpersonal relations
▪ Organization and coordination

Additional Information

Your team and working environment:
You will be based out of Accor's Dubaï office, reporting to the Paris loyalty global team with a dotted line to the local Premium, Midscale & Economy loyalty team.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.