Head of Hotel Loyalty & Performance (Circle Program)

Shangri-La Group

Hong Kong

Hybrid

HKD 900,000 - 1,500,000

Full time

10 days ago

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Benefits offered by this job

Learning & development

Colleague travel perks

Competitive benefits

Job summary

Shangri-La Group is seeking a strategic Manager, Shangri-La Circle (Hotel Performance & Member Services) to drive member growth, optimise operations, and maximise direct revenue across our luxury portfolio. You will bridge Corporate HQ, regional teams and hotel properties, ensuring high-impact loyalty initiatives are implemented and measured.

The ideal candidate brings strong hotel operations and loyalty program experience, exceptional stakeholder skills, and fluency in English and Chinese to

Qualifications

10+ years in hotel operations or loyalty programs.
Strong analytical and data-driven decision making.
Excellent communication and stakeholder management.
Fluent English and Chinese.

Responsibilities

Drive KPI delivery with HQ and regional teams.
Identify friction points and implement solutions.
Engage property leaders to drive loyalty adoption.
Analyse performance data to provide insights.
Design enrolment initiatives and manage earn/burn programs.
Assess member benefits and service touchpoints.
Collaborate with HQ to align loyalty initiatives.
Govern loyalty service levels and support teams.
Investigate and resolve data or system issues.
Participate in UAT for platform upgrades.
Govern policies and SOPs for hotel operations.

Skills

Hotel operations

Loyalty program

Stakeholder management

Data analytics

Bilingual EN/ZH

Education

Hospitality degree

Tools

CRM systems

Job description

The ideal candidate brings strong hotel operations and loyalty program experience, exceptional stakeholder skills, and fluency in English and Chinese to

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