Guest Engagement & Loyalty Lead

Maasmechelen Village; Maasmechelen; On-site; EUR 70,000 - 110,000; Full time

Benefits offered by this job

31 days annual leave

Birthday leave

Marriage leave

Employee referral bonus

Private medical cover

Dental cover

Village discounts

Job summary

Maasmechelen Village is seeking a Guest Engagement Manager to own the first-party database strategy across Membership and Private Client Services. You will grow high-quality member and private client bases, drive visits and spend, and build long-term loyalty through personalised engagement.

You will lead the Guest Engagement team, define data-led priorities, and translate them into actions across Communications & Content, Partnerships & Experiences, Retail and Hospitality.

Qualifications

• Proven experience in CRM, loyalty, membership or guest engagement.
• Strategic and data-driven mindset with ability to translate analytics into actions.
• Strong understanding of customer journey mapping and personalised engagement strategies.
• Experience managing and developing a team, with accountability and results focus.
• Confident in aligning stakeholders across multiple functions in a fast-moving environment.
• Decision-maker comfortable with ambiguity and competing priorities.
• Excellent communicator with strong organisational skills.
• Fluent in English; knowledge of Dutch and/or French is an advantage.

Responsibilities

• Lead and develop the Guest Engagement team (Membership & PCS Coordinator, PCS Manager) and drive KPIs for Membership & PCS.
• Define and deliver the Guest Engagement strategy, identifying growth opportunities across membership and private client segments.
• Expand the membership database through targeted recruitment initiatives and drive new-member growth as a core KPI.
• Coach the PCS Manager to prospect and acquire new private clients, embedding acquisition with retention and clienteling.
• Map and understand the guest journey, influencing next best action to maximise relevance and spend.
• Analyse guest performance and behavioural data to identify loyalty drivers and churn risk; translate to actions.
• Own the Guest Engagement budget and set KPIs for Membership & PCS moments.
• Deliver yearly and quarterly tactical action plans and drive cross-department alignment.
• Stay ahead of trends in loyalty, CRM and private client landscape.

Skills

CRM experience

Loyalty programs

Team leadership

Stakeholder alignment

Data-driven strategy

Customer journey mapping

Clienteling

Excellent communication

Job description

Maasmechelen Village is seeking a Guest Engagement Manager to own the first-party database strategy across Membership and Private Client Services. You will grow high-quality member and private client bases, drive visits and spend, and build long-term loyalty through personalised engagement.

You will lead the Guest Engagement team, define data-led priorities, and translate them into actions across Communications & Content, Partnerships & Experiences, Retail and Hospitality.