Loyalty Operations & Transformation Projects, Senior Manager

TN Spain; Madrid; Presencial; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading company in the hospitality sector is seeking a Senior Manager for Loyalty Operations & Transformation Projects in Madrid. This pivotal role involves translating business objectives into actionable requirements, managing cross-functional teams, and overseeing loyalty program transformations. The ideal candidate will excel in project management and have a strong focus on customer engagement and digital transformation. Join them to enhance guest experiences and drive business success.

Servicios

Special rates for team members

Tailored development opportunities

Meaningful employment contributing to shared value

Local benefits apply

Formación

• 5+ years of experience in program management focused on loyalty.
• Proven experience translating business needs into actionable requirements.

Responsabilidades

• Lead the transformation of loyalty programs aligned with business goals.
• Oversee implementation of loyalty transformation projects.
• Leverage data analytics to measure initiative impacts.

Conocimientos

Project Management

Data Analytics

Customer Engagement

Educación

Bachelor's Degree

Descripción del empleo

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Loyalty Operations & Transformation Projects, Senior Manager, Madrid

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Client:

Location:

Madrid, Spain

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

17.05.2025

Expiry Date:

01.07.2025

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Job Description:

Company Description

Radisson Hotel
Group is one of the world's largest hotel groups with ten distinctive hotel
brands, and more than 1,460 hotels in operation and under development in 95+
countries. The Group’s overarching brand promise is Every Moment Matters with a
signature Yes I Can! service ethos.



People are at the core of our business success and
future. Our people are true Moment Makers and together we bring the culture,
spirit, environment and opportunities that empower you to be your best, every
day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

This role is
pivotal in translating high-level business objectives into actionable business
requirements, leading the transformation to better serve customer needs and
enhance overall performance.

The ideal
candidate will have strong project management experience and a proven ability
to work cross-functionally and cross-companies to implement large-scale
solutions in 3 main areas:

1. Loyalty Program operations.

2. Loyalty Program implementation /
integration / synergies into new Brands or group of Hotels.

3. Support transverse projects on guest
experience digitalization & hotel operations optimizations.

Loyalty is a key
commercial driver for the global business. In this role, the loyalty senior
Program manager needs to manage complex & highly impactful
business/operational/customer facing cross workstream business projects. This role requires a strong business
understanding to define / challenge the needs, a strong process background to
be able to translate the needs into requirements, IT understanding to challenge
the proposed solution & excellent organization, project management to align
all of it.

Location: This role is based in Madrid, Spain

Responsibilities

Loyalty Transformation
Strategy:

• Lead
  the transformation of loyalty programs by defining and implementing
  strategic initiatives aligned with business goals and customer
  expectations.
• Lead strategic Loyalty integration/implementation
  initiatives for new Brands and/or Hotel portfolio, Identify synergies,
  drive change management, lead integration efforts (process &
  landscape)
• Work
  with senior leadership and key stakeholders to understand business
  challenges and objectives, translating these into clear business
  requirements for loyalty programs.
• Identify
  opportunities for program enhancements, leveraging emerging trends,
  customer insights, and technological advancements to improve customer
  engagement and retention.

Business Requirements
Development:

• Act as the primary liaison between business
  units and technical teams to translate business needs into detailed
  business and system requirements.
• Develop comprehensive requirements
  documentation for new loyalty program features, tools, and system
  integrations, ensuring alignment with business goals.
• Collaborate with product managers, developers,
  and UX/UI teams to ensure the successful design and execution of loyalty
  solutions that meet defined requirements.

Project Management & Execution:

·
Oversee the end-to-end implementation of loyalty
transformation projects, ensuring that programs are delivered on time, within
scope, and on budget.

·
Lead cross-functional project teams, coordinating with
marketing, IT, operations, and customer service departments to ensure smooth
execution and adoption of new program elements.

·
Monitor project progress, identifying and mitigating risks,
and ensuring that business requirements are met at every stage of the project
lifecycle.

·
Work closely with internal stakeholders to ensure alignment
on project goals, priorities, and expectations throughout the transformation
process.

·
Provide regular updates to leadership teams on project
milestones, timelines, risks, and overall progress toward loyalty
transformation goals.

·
Ensure effective communication and knowledge sharing across
teams to ensure consistency and clarity in program design and execution.

Data-Driven Decision
Making:

• Leverage
  data analytics to measure the impact of loyalty transformation
  initiatives, providing insights into program effectiveness and areas for
  improvement.
• Define
  key performance indicators (KPIs) to track the success of loyalty program
  transformations and report findings to senior leadership.
• Make
  data-driven recommendations for program adjustments to ensure maximum ROI
  and customer satisfaction.

Budget Transformation
Tracking:

• Develop
  and manage the budget for the loyalty transformation initiatives, ensuring
  that financial resources are aligned with strategic objectives and that
  the projects are completed within budget constraints.
• Track
  and monitor program expenses throughout the lifecycle of loyalty
  transformation projects, identifying and addressing any budget variances
  or risks early on.
• Work
  with finance and senior leadership to forecast, analyze, and report on
  program spend, ensuring cost-efficiency while driving high-impact
  transformation initiatives.
• Conduct
  regular budget reviews and provide updates on financial performance to
  ensure program goals are met within the allocated budget, making
  adjustments as needed to optimize spend.

Program Support:

· Provide ongoing operational support together with
your team for all aspects of the loyalty program post-transformation, ensuring
its continuous optimization and functionality.

· Work closely with customer service and operational
teams to troubleshoot and resolve any issues related to loyalty program
implementation, ensuring a seamless customer experience.

· Monitor system performance and collaborate with IT
teams to address technical issues, system updates, or integrations related to
the loyalty program.

· Develop and maintain program documentation, FAQs,
and knowledge resources to support both internal stakeholders and customers.

· Provide training and continuous support to internal teams
on program updates, new features, and best practices to ensure smooth
day-to-day operations.

· Ensure that all program components are up to date
and compliant with industry regulations, making necessary adjustments as needed
to meet changing requirements.

· Support on enhancing guest
experiences through digitalization

·
lead and implement innovative technology-driven solutions that elevate
customer satisfaction and streamline operations in the hospitality industry.

·
leverage on your expertise in project management, data analytics, and
digital transformation to create seamless, personalized, and efficient guest
experiences, from booking to post-stay engagement. By collaborating with
cross-functional teams,

·
drive continuous improvements in guest services, operational efficiency,
and revenue growth, ensuring that every guest interaction is intuitive,
memorable, and aligned with industry-leading digital tr

Qualifications

·
5+ years of experience in program management, with a
focus on loyalty, customer engagement, or digital transformation, ideally
within the hospitality or retail sectors.

• Proven experience
  translating business needs into actionable business and system
  requirements, particularly for large-scale projects.
• Strong background in
  managing cross-functional teams and delivering complex projects from
  concept to completion, with experience in budget management and program
  support.

Additional
Information

Our commitment
to being a remarkable workplace mirrors our commitment to delivering Memorable
Moments. Joining RHG comes with a range of perks:

· Special rates for team members, their
friends, and family at our hotels.

·
Tailored development
opportunities for everyone at all levels and all roles

· A meaningful employment contributing to shared value, a better
future, and a sustainable planet.

· Local benefits apply.

Company Description

Radisson Hotel
Group is one of the world's largest hotel groups with ten distinctive hotel
brands, and more than 1,460 hotels in operation and under development in 95+
countries. The Group’s overarching brand promise is Every Moment Matters with a
signature Yes I Can! service ethos.



People are at the core of our business success and
future. Our people are true Moment Makers and together we bring the culture,
spirit, environment and opportunities that empower you to be your best, every
day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

This role is
pivotal in translating high-level business objectives into actionable business
requirements, leading the transformation to better serve customer needs and
enhance overall performance.

The ideal
candidate will have strong project management experience and a proven ability
to work cross-functionally and cross-companies to implement large-scale
solutions in 3 main areas:

1. Loyalty Program operations.

2. Loyalty Program implementation /
integration / synergies into new Brands or group of Hotels.

3. Support transverse projects on guest
experience digitalization & hotel operations optimizations.

Loyalty is a key
commercial driver for the global business. In this role, the loyalty senior
Program manager needs to manage complex & highly impactful
business/operational/customer facing cross workstream business projects. This role requires a strong business
understanding to define / challenge the needs, a strong process background to
be able to translate the needs into requirements, IT understanding to challenge
the proposed solution & excellent organization, project management to align
all of it.

Location: This role is based in Madrid, Spain

Responsibilities

Loyalty Transformation
Strategy:

• Lead
  the transformation of loyalty programs by defining and implementing
  strategic initiatives aligned with business goals and customer
  expectations.


• Lead strategic Loyalty integration/implementation
  initiatives for new Brands and/or Hotel portfolio, Identify synergies,
  drive change management, lead integration efforts (process &
  landscape)


• Work
  with senior leadership and key stakeholders to understand business
  challenges and objectives, translating these into clear business
  requirements for loyalty programs.


• Identify
  opportunities for program enhancements, leveraging emerging trends,
  customer insights, and technological advancements to improve customer
  engagement and retention.

Business Requirements
Development:

• Act as the primary liaison between business
  units and technical teams to translate business needs into detailed
  business and system requirements.


• Develop comprehensive requirements
  documentation for new loyalty program features, tools, and system
  integrations, ensuring alignment with business goals.


• Collaborate with product managers, developers,
  and UX/UI teams to ensure the successful design and execution of loyalty
  solutions that meet defined requirements.

Project Management & Execution:

·
Oversee the end-to-end implementation of loyalty
transformation projects, ensuring that programs are delivered on time, within
scope, and on budget.

·
Lead cross-functional project teams, coordinating with
marketing, IT, operations, and customer service departments to ensure smooth
execution and adoption of new program elements.

·
Monitor project progress, identifying and mitigating risks,
and ensuring that business requirements are met at every stage of the project
lifecycle.

·
Work closely with internal stakeholders to ensure alignment
on project goals, priorities, and expectations throughout the transformation
process.

·
Provide regular updates to leadership teams on project
milestones, timelines, risks, and overall progress toward loyalty
transformation goals.

·
Ensure effective communication and knowledge sharing across
teams to ensure consistency and clarity in program design and execution.

Data-Driven Decision
Making:

• Leverage
  data analytics to measure the impact of loyalty transformation
  initiatives, providing insights into program effectiveness and areas for
  improvement.


• Define
  key performance indicators (KPIs) to track the success of loyalty program
  transformations and report findings to senior leadership.


• Make
  data-driven recommendations for program adjustments to ensure maximum ROI
  and customer satisfaction.

Budget Transformation
Tracking:

• Develop
  and manage the budget for the loyalty transformation initiatives, ensuring
  that financial resources are aligned with strategic objectives and that
  the projects are completed within budget constraints.


• Track
  and monitor program expenses throughout the lifecycle of loyalty
  transformation projects, identifying and addressing any budget variances
  or risks early on.


• Work
  with finance and senior leadership to forecast, analyze, and report on
  program spend, ensuring cost-efficiency while driving high-impact
  transformation initiatives.


• Conduct
  regular budget reviews and provide updates on financial performance to
  ensure program goals are met within the allocated budget, making
  adjustments as needed to optimize spend.

Program Support:

· Provide ongoing operational support together with
your team for all aspects of the loyalty program post-transformation, ensuring
its continuous optimization and functionality.

· Work closely with customer service and operational
teams to troubleshoot and resolve any issues related to loyalty program
implementation, ensuring a seamless customer experience.

· Monitor system performance and collaborate with IT
teams to address technical issues, system updates, or integrations related to
the loyalty program.

· Develop and maintain program documentation, FAQs,
and knowledge resources to support both internal stakeholders and customers.

· Provide training and continuous support to internal teams
on program updates, new features, and best practices to ensure smooth
day-to-day operations.

· Ensure that all program components are up to date
and compliant with industry regulations, making necessary adjustments as needed
to meet changing requirements.

As Project Manager
expert

· Support on enhancing guest
experiences through digitalization

·
lead and implement innovative technology-driven solutions that elevate
customer satisfaction and streamline operations in the hospitality industry.

·
leverage on your expertise in project management, data analytics, and
digital transformation to create seamless, personalized, and efficient guest
experiences, from booking to post-stay engagement. By collaborating with
cross-functional teams,

·
drive continuous improvements in guest services, operational efficiency,
and revenue growth, ensuring that every guest interaction is intuitive,
memorable, and aligned with industry-leading digital tr

Qualifications

·
5+ years of experience in program management, with a
focus on loyalty, customer engagement, or digital transformation, ideally
within the hospitality or retail sectors.

• Proven experience
  translating business needs into actionable business and system
  requirements, particularly for large-scale projects.


• Strong background in
  managing cross-functional teams and delivering complex projects from
  concept to completion, with experience in budget management and program
  support.

Additional
Information

Our commitment
to being a remarkable workplace mirrors our commitment to delivering Memorable
Moments. Joining RHG comes with a range of perks:

· Special rates for team members, their
friends, and family at our hotels.

·
Tailored development
opportunities for everyone at all levels and all roles

· A meaningful employment contributing to shared value, a better
future, and a sustainable planet.

· Local benefits apply.

Ready to say, 'Yes I Can!'? Join us in making
every moment matter!