Manager, Loyalty Analytics & Insights

GENERAL SUMMARY

The primary responsibility of the Manager, Loyalty Analytics & Insights is to provide strategic and actionable insights into performance and dynamics of the I Prefer loyalty program and its member hotels. This will be accomplished through gathering, monitoring, analysis and auditing of loyalty and hotel data, including hotel compliance with program strategies and standards.  This role requires a blend of analytical expertise, business acumen, and proficiency in data tools to support loyalty program optimization, with a relentless bent toward identifying and solving challenges.

 ORGANIZATIONAL RELATIONSHIP

Reports to Senior Manager, Loyalty Operations & Analytics.

 This role partners with cross-functional leaders including Data Analytics, Loyalty Operations, Training, Member Services, Marketing. Finance, Regional Management and Revenue Management,

  DUTIES & RESPONSIBILITIES

 Develop and provide actionable insights to inform business decisions, guide strategic decisions and identify process improvements.

• Analyze, monitor and audit ongoing loyalty metrics, member insights, hotel engagement and member satisfaction reports.  
• Analyze customer data from loyalty program to identify patterns, behaviors, and trends that inform decision-making.
• Analyze loyalty program performance using advanced analytics tools and methodologies.
• Create dashboards and reports to track loyalty KPIs, trends, and ROI.
• Present insights to executive leadership, translating complex data into clear and actionable recommendations.
• Audit program, monitor hotel compliance with program requirements, and handle ad hoc reporting requests
• Ensure accuracy, completeness, and consistency of loyalty data across all systems.

  QUALIFICATIONS

• Bachelor’s degree in analytics, statistics, business, or a related field
• 3-5 years of experience in data analytics, preferably within customer loyalty or CRM environments.
• Ability to navigate ambiguity, understand integrity and identify and solve challenges with data sources
• Demonstrated ability to analyze and optimize loyalty programs.
• Strong business acumen with the ability to align analytics with organizational strategy.
• Proficiency in SQL, Power BI, and other data visualization tools, with strong knowledge of CRM and loyalty platforms.
• Inquisitive nature – thrives on identifying anomalies and relentlessly pursues answers.
• Excellent problem-solving and critical-thinking skills.
• Positive, collaborative “team-player” with the ability to work cross-functionally and independently.
• Highly organized and detail-oriented with the ability to manage time effectively.

WORKING CONDITIONS

This role follows a hybrid working model, with a base at the Preferred Travel Group office located in Newport Beach, New York or Chicago. Associates are generally expected to work from the office 2-3 days per week, allowing for a balance of in-person collaboration and flexible remote working. 

Travel is not required.

REQUIRED TRAINING

• Power BI
• SQL Server 
• Loyalty management system and reporting tools 
• Messaging management system (Email/SMS/Push)
• SynXis Voice Agent (NGVA)and SynXis Reporting Platform
• Microsoft Excel
• Microsoft Power Point
• Microsoft Dynamics CRM (B2B Participating Hotels)

SALARY RANGE

$70,000 TO $80,000 Actual compensation within this range will be determined by multiple factors including candidate location, experience and expertise.

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification.   It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.