Manager, Loyalty Strategy and Guest Experience

Hyatt; Chicago (IL); On-site; USD 95,000 - 124,000; Full time

Job summary

A leading hospitality brand seeks a Manager for Loyalty Strategy and Guest Experience in Chicago. This role involves enhancing guest loyalty through strategic initiatives, collaboration with various teams, and leveraging analytical skills. Ideal candidates will have strong management experience and a passion for guest satisfaction.

Benefits

Annual free hotel stays at Hyatt hotels worldwide

Flexible work schedules

Well-being initiatives including Headspace subscription

Paid Time Off, Medical, Dental, Vision, 401K with company match

Qualifications

• 4-6 years in management, marketing, or leadership roles.
• Strong analytical skills and proficiency with Excel modeling.
• Proven track record of delivering results and managing change.

Responsibilities

• Leading development and implementation of World of Hyatt initiatives.
• Addressing member pain points across the guest journey.
• Building relationships across departments such as Marketing and Operations.

Skills

Analytical skills

Strategic thinking

Creative problem-solving

Project management

Communication skills

Education

Bachelor’s degree

MBA (preferred)

Tools

Excel modeling

Job description

Manager, Loyalty Strategy and Guest Experience

Join to apply for the Manager, Loyalty Strategy and Guest Experience role at Hyatt.

Organization: Hyatt Corporate Office, Chicago

Summary:

The Opportunity: Hyatt seeks an enthusiastic Manager, Loyalty Strategy & Guest Experience to join our World of Hyatt Loyalty Strategy team. In this role, you will collaborate closely with the broader World of Hyatt and Guest Experience teams, playing a key role in maintaining Hyatt's leadership in the hospitality industry. You will be part of a team passionate about diversity, equity, and inclusion, committed to fostering curiosity, developing new skills, and building connections with stakeholders, colleagues, and guests across the organization.

Who We Are: At Hyatt, we believe in belonging and creating a culture of care, where colleagues become family. Since 1957, our focus has been on our people and guests, helping Hyatt grow into a leading hospitality brand. We prioritize people, turning trips into journeys and jobs into careers.

Why Now: This is an exciting time to join Hyatt. We are experiencing rapid growth and are looking for passionate changemakers. The hospitality industry offers dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care For Our People: Our purpose is to care for people so they can be their best. Our decisions are guided by this purpose, supporting each other as part of the Hyatt family. We are proud to be listed on Fortune’s 100 Best Companies to Work For for the past ten years, reflecting our inclusive, empathetic, and respectful culture.

Benefits include:

• Annual free hotel stays at Hyatt hotels worldwide
• Flexible work schedules
• Well-being initiatives including Headspace subscription and fitness discounts
• Family assistance policies with paid time off for childbirth or adoption, and financial support for adoption
• Paid Time Off, Medical, Dental, Vision, 401K with company match

Who You Are: Our ideal candidate understands the power of our Culture of Care and embodies core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy teamwork, are results-driven, and seek opportunities for personal and professional growth.

The Role: The Manager, Loyalty Strategy and Guest Experience, is an entrepreneurial individual eager to leverage analytical and creative skills to enhance loyalty for a global hospitality leader. Key responsibilities include:

• Leading development and implementation of World of Hyatt initiatives related to program design
• Addressing member pain points across the guest journey to guide digital, GPGS, and on-property improvements
• Developing business cases for loyalty program evolution to boost brand preference, considering operational and financial impacts
• Partnering with Analytics and Insights teams to analyze trends and industry dynamics to enhance loyalty and guest experience
• Building relationships across departments such as Marketing, Operations, Data & Analytics, Digital, and Legal
• Inspiring and engaging the organization around loyalty and guest experience strategies
• Contributing to the global evolution of guest experience strategies across regions and brand portfolios

Qualifications:

Required Experience:

• Bachelor’s degree
• 4-6 years in management, marketing, or leadership roles
• Strong analytical skills and proficiency with Excel modeling
• Strategic thinking with experience in program development and execution
• Creative problem-solving skills
• Proven track record of delivering results and managing change
• Ability to lead cross-functionally through influence
• Excellent project management and organizational skills
• Strong communication skills, including writing and presentations; experience with senior audiences is a plus

Preferred Experience:

• MBA (preferred)

The responsibilities listed are not exhaustive; other duties may be assigned as necessary.

We welcome you: Hyatt encourages applications from women, people of color, and other underrepresented groups. If you’re inspired to grow your career, apply and share your unique experiences with us.

The salary range is $95,500 to $124,000, plus potential annual bonuses. Final compensation depends on experience, skills, qualifications, and location.