RESPONSIBILITIES:

Responsible for designing, implementing, and optimizing customer loyalty programs to enhance customer engagement, satisfaction, and retention.

Develop loyalty strategies aligned with overall business objectives.

Design point systems, membership tiers, and customer reward structures.

Collaborate with cross-functional teams including Marketing, Sales, E commerce, and IT to implement and operate loyalty programs.

Analyze customer behavior data to improve program effectiveness.

Monitor key performance indicators such as retention rate, churn rate, customer lifetime value (CLV), and engagement rate.

Manage budgets and evaluate cost efficiency of loyalty initiatives.

Propose initiatives to enhance customer experience and loyalty.

Improve CRM systems supporting loyalty programs.

Perform tasks as directed by direct management and the Board of Directors, ensuring the overall objectives of the organization are met in each phase.

REQUIREMENTS:

• Bachelor’s degree in marketing, Business, Hospitality Management, or a related field.
• 5–8 years of experience in CRM, Loyalty, or Customer Engagement, preferably with experience in designing, implementing, or managing loyalty programs in hospitality or multi-property environments.
• Strong knowledge of CRM systems and experience with system integrations (PMS, CRS/Booking Engine, POS systems).
• Experience in cross-functional collaboration and multi-property operations; group-level or project management experience is an advantage.
• Strong communication and interpersonal skills, with the ability to work effectively across multiple departments and properties.
• Strong analytical skills with the ability to track KPIs and evaluate the performance and profitability of loyalty programs.
• Fluent in English; additional languages are an advantage.

BENEFITS:

• Competitive salary based on experience and performance.
• Full salary during the probation period.
• Public holiday bonuses, annual performance bonuses, and productivity incentives.
• Modern and professional working environment with strong career growth opportunities.
• Annual management teambuilding programs and various employee engagement activities.
• Opportunity to work within a professional hospitality group operating 15+ four- and five-star hotels and resorts nationwide.