Gift Card Program Manager

Auberge-posted 9 months ago
$85,000 - $95,000/Yr
Full-time • Mid Level
Bethesda, MD
Real Estate
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The Gift Card Program Manager is responsible for overseeing and managing the day-to-day operations of the gift card program at Auberge Resorts Collection. This position serves as a liaison between guest relations, vendors, hotels, and ARC finance, ensuring the smooth functioning of all gift card-related activities. The role requires proactive problem-solving, excellent communication skills, and the ability to work with multiple stakeholders to ensure the program's success.

  • Review and resolve all gift card purchaser inquiries through coordination with the gift card vendor, credit card processor, or the hotel involved.
  • Assist guests in handling lost or stolen gift card issues by investigating and providing solutions in a timely manner.
  • Maintain an ongoing relationship with the gift card vendor, ensuring effective communication and issue resolution.
  • Monitor, address, and resolve fulfillment-related problems with the vendor.
  • Ensure that both Auberge Resorts Collection and the vendor are in compliance with all terms and conditions outlined in the vendor contract.
  • Act as the primary escalation point for unresolved queries or issues from hotels regarding gift cards.
  • Manage the reordering and distribution of gift cards to hotels as needed.
  • Provide hotels with daily sales and redemption figures for accurate accounting and balancing of gift card transactions.
  • Calculate and determine monthly payments or invoicing for sales and redemptions at hotels.
  • Provide training and support to property team members on administration, sales, redemptions, etc.
  • Ensure the timely collection, distribution, and tracking of all gift card sales and redemptions across the network.
  • Handle all B2B sales and recording.
  • Manage cash flow by investing idle gift card funds in approved, permitted investments.
  • Perform periodic calculations for breakage, identifying funds that are unlikely to be redeemed.
  • Maintain accurate records of all card stock and related inventory.
  • Manage the program's profit and loss (P&L), tracking statistics for sales, redemptions, breakage revenues, interest earned, shipping/handling fees, and all operational expenses, including labor, credit card commissions, shipping, fulfillment, and card stock.
  • Ensure the gift card webpage is up-to-date and functions correctly for guests and internal stakeholders.
  • Provide ARC Accounting with the necessary data for monthly invoice charges or credits.
  • Review and audit invoices from the gift card vendor for accuracy and resolve any discrepancies.
  • Follow necessary directions for the investment activities of gift card funds to ensure compliance and maximization of returns.
  • Conduct monthly reconciliations of all gift card accounts to ensure accuracy and resolve any discrepancies.
  • Bachelor's degree in Business Administration, Finance, Accounting, Hospitality Management, or a related field (preferred).
  • Minimum of 3-5 years of experience in a similar role, ideally within a hospitality, retail, or financial services environment.
  • Proven experience managing vendor relationships and resolving customer inquiries.
  • Strong background in finance or accounting, with experience in P&L management and account reconciliation.
  • Experience with gift card programs or loyalty programs (such as SVS, GiveX, etc.) is preferred.
  • Strong organizational and multitasking abilities.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills to effectively manage relationships with internal teams, vendors, and guests.
  • High proficiency in Microsoft Excel and financial software.
  • Knowledge of gift card industry standards and best practices.
  • Ability to maintain confidentiality and handle sensitive financial information.
  • Base salary range of $85-95k plus an annual bonus.
  • Comprehensive medical, dental, vision and voluntary benefits.
  • 401k employer match.
  • Employer paid life insurance.
  • Employee assistance program.
  • Team member hotel stay program.
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