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Director, China Loyalty Programs

at Hilton Worldwide

Posted: 3/6/2019
Job Status: Full Time
Job Reference #: APA0138J

Job Description

The Customer Engagement, Loyalty and Partnerships (CELP) team builds awareness of the industry award winning Hilton Honors loyalty program and manages the growth, retention, and advocacy of members through relevant and appealing benefits, targeted campaigns, and strategic partnerships. The Hilton Honors Program Team focuses on overall health of the program, optimizes program benefits, manages communication to members and drives loyalty and revenue to Greater China hotels. The position of Director of Loyalty China will report into VP, Customer Engagement, Loyalty & Partnerships.
The Director will work closely with the global and regional CELP teams as well as with Marketing, Brand, PR, Digital Ecommerce, Customer Analytics, Guest Experience and Localization teams to bring the program to live. They will also work with key stakeholders in the region including Operations and the Commercial Services team.

What will I be doing?

The Director, China Loyalty Program will be responsible for performing the following tasks to the highest standards:

•Responsible for the strategy of Hilton Honors program in market, partner with global program team to build awareness, relevant program proposition and offerings, and delivery of member experiences.
•Point of contact for all program related operations, responsible for the execution of program T&C, changes, updates, and member experiences in region.
•Responsible for new program/product design and development, closely partner with global/regional Honors Program team
•Develop relevant tools, platforms, and training to engage and educate internal and hotel-based teams on program P&L, benefits, adoption, etc.
•Responsible for the management of program components to drive total business impact (i.e. F&B, Meetings & Events, etc.)
•Manage the Hilton Honors champion program and community in GCM to engage and support team members
•Work closely with hotel operation teams to ensure program execution and delivery of best member experiences on property
•Champion market specific needs and nuances, help develop business cases to input into and influence global program strategy.
•Embrace a test & learn mindset, drive change and innovation in ways of working to deliver results.
•Closely working with Partnership team to ensure alignment in building strategic partners that bring value to program and/or members proposition.
•Closely partner with Customer Engagement team to ensure alignment in customer communication, promotional and engagement strategy in market


What are we looking for?
The Director, China Loyalty Program serves as balanced blend of strategic thinking and marketing acumen, plus previous experience leveraging customer data in a marketing planning, execution, or analytics role:

•Passion for Loyalty Program and customer experience
•8 years of relevant experience in China
•Experience in successfully analyzing, interpreting and explaining statistical data to develop strategies and generate a course of action.
•Proven ability to develop and deliver marketing campaigns in China including digital/social programs.
•Effective written, verbal communication, and presentation skills in English and Chinese.
•Excellent interpersonal skills that build trust and instill confidence in order to motivate and influence others.
•Strong time management familiarity, as well as organizational skills.
•Results oriented with a strong mind-set to meet deadlines, achieve goals, and balance multiple priorities.
•Advanced knowledge of PPT, XLS, and data manipulation and analysis skills.
•Minimum education: BA/BS Bachelor's Degree.
•Overseas education or work experience a plus.
•Experience with supporting Customer Lifecycle or CRM strategy for a global brand, product and/or loyalty program.
•Advance knowledge of relational databases and business intelligence tools, comfort with customer data; SQL experience a plus.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!