Manager, Loyalty Systems

Preferred Travel Group•New York, NY

8d•$85,000 - $95,000•Hybrid

About The Position

The Manager, Loyalty Systems is responsible for the day-to-day administration, optimization, and performance of the I Prefer loyalty platform and supporting systems. This role sits at the intersection of technology, marketing, operations, and guest experience - ensuring the loyalty ecosystem operates seamlessly and delivers consistent, high-quality member interactions across all touchpoints. This position plays a critical role in maintaining platform stability, while identifying opportunities to improve functionality, streamline processes, and support ongoing platform enhancements and integrations. Success in this role is measured by platform reliability, operational efficiency, timely issue resolution, and the ability to turn system needs into practical improvements. The ideal candidate will help ensure that loyalty benefits, offers, partner integrations, and member experiences are delivered accurately and consistently across the I Prefer ecosystem.

Requirements

Analytical and solutions-oriented mindset with strong problem-solving capabilities
Ability to translate technical concepts into clear, actionable insights for non-technical stakeholders
Highly organized with the ability to manage multiple priorities in a fast-paced environment
Collaborative team player who can work cross-functionally
Customer-first mindset with a passion for delivering exceptional member experiences
Loyalty management systems and reporting tools
Power BI and data visualization tools
SQL Server or similar
Microsoft Dynamics CRM (B2B Participating Hotels)
Messaging platforms (Email/SMS/Push)
Microsoft Excel and PowerPoint
Familiarity with Property Management Systems (PMS) and hospitality technology platforms
Customer feedback and survey platforms
Customer service and ticketing systems
Company-approved AI tools

Nice To Haves

Experience configuring loyalty program rules, points logic, tier structures, and offer management
Exposure to system integrations, APIs, and working with technical or IT teams on platform initiatives
Familiarity with data privacy regulations (GDPR, CCPA) and their impact on member data management
Experience supporting platform migrations or system implementations

Responsibilities

Manage day-to-day loyalty platform systems and operations, including configuration, maintenance, and performance monitoring
Configure and maintain program elements including offers, privileges, awards, and promotions
Serve as the primary point of contact for loyalty system issues, escalations, and troubleshooting
Monitor system performance and proactively identify risks, disruptions, and opportunities for improvement
Partner with IT, data, vendors, and external partners to resolve system or integration issues efficiently
Communicate timely updates to internal teams, hotels, and partners regarding system outages, updates, or enhancements
Support platform enhancements and new feature rollouts, including requirements gathering, testing (UAT), and quality assurance
Identify system inefficiencies and recommend enhancements to improve performance, scalability, and user experience
Partner with internal stakeholders to align system capabilities with evolving program strategy
Set up and onboard new hotels, partners, and integrations within the loyalty platform
Support hotel teams in activating offers, privileges, and awards to ensure consistency and accuracy
Oversee partner integrations, including point transfers, status matches, and reward fulfillment
Collaborate with internal teams and partners to ensure accurate points posting, tracking, and reconciliation
Act as a subject matter expert (SME) for the loyalty platform in internal and partner meetings
Work closely with operations, IT, data, marketing, and member services teams to support program initiatives