Manager – Rewards & Loyalty

Sarovar Hotels; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Sarovar Hotels is seeking a Manager – Rewards & Loyalty to drive strategy, execution, and growth of the loyalty program. The role focuses on increasing member acquisition, engagement, retention, and lifetime value through innovative campaigns and data-driven decisions.

The incumbent will collaborate with Marketing, Revenue, Digital, Operations, Reservations, and Customer Experience teams to deliver a seamless loyalty experience and measurable business impact.

Qualifications

• Bachelor's degree in Marketing, Hospitality Management, or related discipline. MBA preferred.
• Mandatory experience in hospitality with loyalty, CRM, guest engagement, or customer retention programs.
• Experience in travel platforms, hotel loyalty programs, or hospitality tech is highly preferred.

Responsibilities

• Lead end-to-end management of the loyalty and rewards program to drive growth, engagement, and retention.
• Develop and execute customer loyalty strategies, campaigns, and member engagement.
• Identify, negotiate, and manage strategic partnerships to enhance member benefits.
• Collaborate with Marketing, Revenue, Digital, Operations, Reservations, and Customer Experience teams.
• Monitor program performance through KPIs, prepare analytical reports, and propose improvements.

Skills

Stakeholder management

Analytical skills

Project management

Negotiation

Communication

Education

Bachelor's degree in Marketing

MBA preferred

Tools

CRM platforms

Loyalty management systems

Microsoft Excel

Reporting tools

Job description

The Manager – Rewards & Loyalty will be responsible for driving the strategy, execution, and growth of the organization's customer loyalty and rewards program. The role focuses on enhancing member acquisition, engagement, retention, and lifetime value through innovative campaigns, strategic partnerships, and data-driven decision-making. The incumbent will work closely with cross-functional teams to deliver a seamless and rewarding customer experience while contributing to overall business growth.

Key Responsibilities:

• Lead the end-to-end management of the loyalty and rewards program, ensuring sustained member growth, engagement, and retention.
• Develop and execute customer loyalty strategies, promotional campaigns, and member engagement initiatives aligned with business objectives.
• Identify, negotiate, and manage strategic partnerships to enhance member benefits and program value.
• Collaborate with Marketing, Revenue, Digital, Operations, Reservations, and Customer Experience teams to drive loyalty-led business initiatives.
• Monitor program performance through defined KPIs, prepare analytical reports, and recommend improvements based on customer insights and market trends.
• Leverage customer data to optimize member journeys, increase repeat business, and improve customer lifetime value.
• Ensure effective execution of loyalty promotions, member communications, reward fulfilment, and campaign performance tracking.
• Manage relationships with external vendors, technology partners, and service providers supporting loyalty operations.
• Ensure program compliance with applicable policies, processes, and customer data privacy standards.

Desired Candidate Profile:

• Bachelor's degree in Marketing, Hospitality Management, Business Administration, or a related discipline. MBA preferred.
• Mandatory experience in the hospitality industry, with strong exposure to customer loyalty, rewards, CRM, guest engagement, or customer retention programs.
• Experience in customer-centric organizations, travel platforms, hotel loyalty programs, reservations, or hospitality technology companies will be highly preferred.
• Proven ability to manage loyalty programs, customer engagement campaigns, partnerships, and member lifecycle initiatives.
• Strong analytical skills with experience in interpreting customer data and campaign performance metrics.
• Excellent stakeholder management, communication, negotiation, and project management capabilities.
• Proficiency in CRM platforms, loyalty management systems, Microsoft Excel, and reporting tools.