Vice President of Loyalty, CRM and Partnerships
Sonesta International Hotels
Location
Newton, MA | United States
Job description
Job Description Summary
As the Vice President of Loyalty, CRM, and Partnerships for the Sonesta family of brands, you will be responsible for developing and executing strategies to drive acquisition and enhance customer loyalty, manage customer relationship management (CRM) programs to build customer lifetime value, and establish and nurture partnerships to drive revenue and guest satisfaction. This role requires a dynamic leader with a deep understanding of the hospitality sector, a passion for customer engagement, and a track record of success in loyalty and partnerships.
Job Description Key Responsibilities:
Loyalty Program Management:
- Develop and oversee the company's loyalty program, ensuring it aligns with business objectives and customer expectations.
- Continuously analyze and optimize the loyalty program to increase member enrollment, engagement, and retention.
- Create personalized experiences and rewards to enhance customer loyalty and lifetime value.
Customer Relationship Management (CRM):
- Lead the CRM team in designing and implementing data-driven strategies to enhance guest experiences and drive repeat business.
- Develop customer segmentation, targeting, and personalization strategies to improve customer engagement.
- Implement marketing automation tools and technologies to streamline CRM efforts.
Partnership Development:
- Identify, negotiate, and establish partnerships with relevant organizations, including travel suppliers, airlines, and other complementary businesses.
- Collaborate with cross-functional teams to leverage partnerships for revenue growth, brand exposure, and customer acquisition.
- Monitor and assess the performance of partnership initiatives and make data-driven adjustments as needed.
Customer Insights and Analytics:
- Utilize data analytics and customer insights to understand customer behavior, preferences, and trends.
- Translate data into actionable strategies to drive customer loyalty and revenue growth.
- Regularly report on key performance metrics and provide recommendations for improvement.
Team Leadership:
- Recruit, develop, and lead a high-performing team responsible for loyalty, CRM, and partnerships.
- Foster a culture of collaboration, innovation, and accountability within the department.
- Set clear goals and KPIs for the team and monitor progress towards achieving them.
- Budget Management:
- Manage the budget for loyalty, CRM, and partnerships, ensuring efficient allocation of resources.
- Monitor expenses and ROI on marketing initiatives, making adjustments as necessary.
Additional Job Information/Anticipated Pay Range Qualifications:
- Bachelor's degree in Marketing, Business, or a related field (Master's degree preferred).
- Proven experience (8+ years) in loyalty program management, CRM, and partnership development within the hospitality industry.
- Strong analytical and data-driven decision-making skills.
- Exceptional leadership and team management capabilities.
- Excellent negotiation and communication skills.
- Proficiency in CRM software, analytics tools, and marketing automation platforms.
- In-depth knowledge of the hospitality industry and market trends.
- Ability to think creatively and strategically to drive business growth.
- Strong project management skills and the ability to manage multiple initiatives simultaneously.
- This job description outlines the primary duties and qualifications for the position of Vice President of Loyalty, CRM, and Partnerships in the hospitality industry. The responsibilities may evolve to meet the changing needs of the organization and the industry.
Benefits Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- Medical, Dental and Vision Insurance
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short Term and Long Term Disability Insurance
- Various Employee Perks and Discounts
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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