Gift Card Program Manager

Auberge • Bethesda, MD

289d • $85,000 - $95,000

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

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