Senior Manager, Loyalty Strategy

Choice Hotels • North Bethesda, MD

1d • Remote

About The Position

The Senior Manager, Loyalty Strategy leads the strategic execution and performance of the Choice Privileges program. The role is a key driver of all program design, product, and commercial workstreams for the loyalty program, inclusive of benefits design, value proposition, tier architecture, earn-and-burn structure, points valuation, hotel-pricing and reimbursement economics, and fee governance – and partners with stakeholders across Marketing, Digital, Revenue Management, Finance, and Technology to shape the end-to-end member experience.

Requirements

• 5+ years of experience in strategy, consulting, strategic finance, or transformation, preferably in the hotel/hospitality industry with loyalty marketing programs
• 2+ years of people-management experience, with demonstrated success developing individual contributors
• Proven expertise in managing analytics and strategy teams to drive results via data-driven methodologies
• Experience in business modeling and driving commercial performance; proven success in utilizing analytics to provide strategic recommendations and drive aggressive action.
• Must be able to manage projects within a team structure through collaboration and communication with multiple teammates and other departments.
• Ability to manage execution of ambiguous and complex projects with short timelines.
• Must be able to uphold Choice’s Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.
• Superior data analytics, measurement, data mining , and modeling skills
• Advanced Excel modeling and financial forecasting; comfort building and defending business cases.
• Proficiency with SQL and experience working with data warehouses; familiarity with analytics/visualization tools (Tableau, Looker, or Power BI).
• Experience with loyalty platforms/offer-management systems, CRM and marketing-automation tools, CDPs, and CRS/revenue-management integrations.
• Fluency with A/B testing and holdout/experimentation frameworks; Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Bachelor’s degree required, preferably in a related field: Hospitality Management, Business, Strategy, Marketing, or Finance.

Nice To Haves

• Python or R a plus.
• Preferred: MBA or advanced degree.
• Certifications (optional): PMP, Six Sigma, or an analytics/finance certification.

Responsibilities

• Lead end-to-end execution of loyalty program design workstreams, focusing on the member value proposition, tier architecture, member benefits, earn-and-burn mechanics, personalization, and lifecycle design, while balancing member value with sustainable program and franchise economics.
• Execute against the loyalty product roadmap set by the Director: translate priorities into a repeatable build–measure–learn cadence, define success measures before launch, and report results that inform the next roadmap cycle.
• Partner with Marketing, Digital, and Product to deliver the member experience across the journey (discover, book, stay, return, advocate), with particular focus on the moments that drive first enrollment and the second and third stay.
• Own fee governance for the loyalty program, including the issuance of loyalty fees assessed to hotels and ancillary loyalty products including Points Plus Cash and the sale of Choice Privileges points.
• Run the Reward Night program economics, including cost-per-point management and reimbursement-model optimization across Choice’s global hotel network (7,000+ properties), in close partnership with Finance on loyalty-fund performance and fiscal governance.
• Manage points valuation of Choice Privileges points, including the earn/redemption structure, breakage policy, and currency-lifecycle governance, keeping the currency both compelling to members and financially sustainable.
• Build and maintain the models that forecast redemption velocity, breakage, and points-liability movement; deliver regular reporting on the health of the currency.
• Under the guidance of the Director, set and pursue measurable targets for member acquisition and repeat-stay rate as the role's primary outcomes, coordinating with partner teams to grow engagement and conversion.
• Develop and execute lifecycle and win-back tactics (welcome flows, milestone campaigns, tier stretch, reactivation) that measurably increase activation, repeat bookings, and member lifetime value.
• Build, develop, and lead a high-performing team of 2–4; establish operating rhythms, coach for growth, and create stretch opportunities to advance the entire Loyalty team.
• Maintain dashboards and reporting for key loyalty metrics that matter — enrollments, repeat-stay rate, contribution, redemption elasticity, points velocity, liability movement, and program contribution margin — and support the Director in presenting performance and trade-offs to senior leadership.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide
• Eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager