Loyalty Operations Delivery Manager, Pacific

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,000 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor thus has a portfolio of incomparable brands, led by more than 300,000 employees around the world. More than 65 million members benefit from the group's complete loyalty program, ALL - Accor Live Limitless.

This role manages the implementation of Accor Loyalty programs across the Pacific, focusing on member growth, retention, satisfaction, and performance. It ensures commercial objectives are met through collaboration with business units and acts as the main liaison for program execution. Key duties include developing and overseeing loyalty member offers and marketing, creating and delivery loyalty, managing budgets, supporting hotel teams, and aligning global strategies with regional requirements. The position also handles external partnerships, leads strategic initiatives, contributes content to accorplus.com, and develops loyalty ambassadors in hotels, while keeping up with industry trends.

Loyalty Strategy & Performance

• Oversee the overall performance of key loyalty metrics, ensuring alignment with Pacific and global strategies.
• Collaborate with analysts to implement and regularly provide hotels with reports on key metrics.
• Partner with the Pacific Commercial teams to achieve the objectives of ALL – Accor Live Limitless and Meeting Planner program

Loyalty Operations & Standard Operating Procedures

• Serve as the expert on all loyalty front and back office systems to enhance program execution and member experience.
• Create SOPs and processes to ensure hotels comply with loyalty program benefits.
• Supervise hotel operations and training to communicate member updates and embed loyalty in New Hotel Opening and De-flag processes.

Hotel Engagement & Training

• Develop and implement loyalty training programs and best practices for consistent delivery and staff knowledge.
• Communicate program updates and provide regular presentations on loyalty initiatives to hotel management.
• Support and train Loyalty ALL Stars, Ambassadors, and Meeting Planner leads to drive performance.

Management of Loyalty Training and Audit Plan for the Pacific

• Provide training on compliance and updates for ALL loyalty programs, including ALL - Accor Live Limitless and Accor Plus.
• Assist hotel teams in member recruitment with tools to motivate and track performance, while distributing updated training materials.
• Partner with Operations and Guest Experience leaders to enhance loyalty culture and conduct Loyalty Member Experience Audits.

Member Engagement & Experience

• Manage supplier sourcing and materials for the ALL Priority Welcome Check-in, and support Elite Experiences to enhance member engagement.
• Oversee in-hotel member experiences, providing support to improve member satisfaction through training and auditing

• Experience managing multi-test cell acquisition and loyalty activation/retention campaigns.
• Strong background in loyalty and acquisition marketing.
• Proficient in Microsoft Office, particularly PowerPoint and advanced Excel.
• Skilled in reporting and ad-hoc analysis tools; experience with Cognos is a plus.
• Knowledgeable in website content management systems and analytics (e.g., Google Analytics).
• Degree or diploma in Business Marketing with 8 years of experience in hotel marketing or loyalty program management.

Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.