Manager Loyalty Programs, Milestone Rewards and Vouchers

IHG•Atlanta, GA

2d•$83,000 - $108,000•Hybrid

About The Position

Responsible for the end-to-end management, delivery, and performance of Milestone Rewards and the full Voucher portfolio, including the voucher ordering platforms. Leads Milestone Rewards achievement and choice offer, manages the voucher lifecycle from development through delivery and reporting, works with Global Marketing to support and enhance marketing for Voucher/Milestone Rewards lifecycle, and partners cross-functionally to drive redemption performance and bring new voucher capabilities to life.

Requirements

Bachelor’s degree in relevant discipline, or equivalent experience
5+ years in program or product management, marketing, or loyalty (travel/hospitality preferred)
Proven delivery of benefits or products from concept through rollout
Strong cross-functional collaboration and stakeholder management
Experience partnering with analytics teams; Salesforce familiarity a plus

Responsibilities

Leads and Understands Milestone Rewards lifecycle from achievement to choice selection through redemption, and program health/reporting
Manages the Choice Platform: reward options by milestone, selection experience, communication/notification experience
Accountable for the end-to-end voucher lifecycle: development, delivery, redemption, and reporting
Delivers and enhances the voucher set (F&B Rewards, CSU, etc.) and drives redemption performance
Manages the voucher ordering platforms
Supports requests and delivery of vouchers for use in other member initiatives
Develops the multi-year voucher and Milestone Rewards roadmap in partnership with Member Experience and alignment with L&P strategy
Builds business, design, and technical requirements
Monitors Milestone Rewards and voucher performance, member engagement, redemption trends, operational issues, and stakeholder feedback to identify risks, opportunities, and optimization actions
Maintains program documentation, decision records, business rules, and handoff materials so ownership, support paths, and post-launch processes are clear
Partners with P&T, Loyalty Operations, Member Experience, GIAD, and Revenue Management to deliver and optimize benefits
Works with GMSS to support Milestone Rewards lifecycle marketing and campaigns