Associate Program Manager, Loyalty Programs - AZ Hybrid

Best Western Hotels & Resorts • Phoenix, AZ

239d • Hybrid

About The Position

This role, Associate Manager of Loyalty Programs and Member Engagement, is responsible for supporting the day-to-day Elite member experience of Best Western Rewards as well as key program initiatives. This role is responsible for providing program support to enhance both loyalty products and member engagement across all touchpoints of Best Western's loyalty program. This includes support to the marketing team by implementing recommendations to help meet marketing goals for assigned products, services or market segments. The Program Manager will be responsible for the User Acceptance Testing of program standard releases, as well as ongoing support in researching issues and troubleshooting defects for the following platforms: Mercury (loyalty program customer service application), GRS (website), brand mobile app, brand portal and hotelier site.

Requirements

• 2+ years related loyalty program experience in marketing or the hospitality industry.
• Previous experience with QA testing and problem resolution is needed.
• Bachelor's Degree in Business Administration, Marketing, Advertising, Communications, or a related field or an equivalent combination of education and experience.
• Proficiency in Microsoft Office Suite.
• Experience with Jira or Medallia a plus.
• Uses written and verbal skills effectively.
• Ability to resolve defined roadblocks using problem solving methodology, as well as separate and combined tasks for efficient workflow.
• Analyzes successes and setbacks to find solutions.
• Manages time effectively and conducts activities in an organized manner.

Responsibilities

• Providing support on a global level for the loyalty program - troubleshooting issues, answering general questions and participating in meetings with international BWH Hotels hoteliers and affiliate offices.
• Preparing reports by compiling data, tracking and analyzing program metrics.
• Assessing and providing insights on variances, initiatives, promotional performance, and loyalty program member activity/engagement.
• Developing and implementing ongoing recommendations to help meet goals for the loyalty program and find opportunities to improve the guest experience.
• Extensive Quality Assurance testing on program enhancements and new benefits related to the Loyalty program.
• Collaborates with internal and external stakeholders to foster program growth, including supporting projects to new features needed to optimize Best Western Rewards engagement with members.
• Manages and implements work and projects as assigned.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Provides timely, accurate, and detailed status reports as requested.

Benefits

• Medical/Dental/Vision available day one
• Vacation/Sick- accruals start day one
• Paid company holidays and personal holidays to celebrate what's important to you
• 401K - company contribution and match (U.S.)
• Registered Retirement Savings Plan (RRSP) - company contribution and match (Canada)
• Employee discounts/hotel discounts
• Free financial and health wellness programs
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: Bachelor's degree