International Loyalty And Customer Engagement Manager

Who are we looking for?

Choice Hotels, one of the world's largest lodging franchisors, has an exciting new opportunity as our International Loyalty and Customer Engagement Manager in the Marketing & Distribution team of our International Operations Division. The International Marketing & Distribution team supports the entirety of Choice Hotel's business outside of the United States. As a key member of the team, you will enable our international regions (Canada, LATAM, EMEA and APAC) to successfully scale loyalty enrollments and drive higher loyalty revenue contribution, through the management, development and execution of loyalty and customer engagement programs, tools, processes, or solutions.

Are you a strong project manager with advanced analytical skills and a strategic mindset who can work independently in a multicultural environment with different stakeholders across regions and within the US organization? We invite you to apply today for our International Loyalty and Customer Engagement Manager role today and #MakeItYourChoice.

Your Responsibilities

Management of a portfolio of key initiatives

• Own and manage a portfolio of key loyalty and customer engagement initiatives, with the main purpose of driving loyalty program enrollments, increase loyalty revenue contribution as well as direct online contribution.

• Build detailed project plans and document materials and knowledge on programs, processes, tools being developed and rolled out.

• Collaborate with functional leaders within the regions and consider market differences; including customizing solutions to fit each region as needed but must ensure alignment with Centers of Excellence requirements and strategy.

International Loyalty

• Work closely with regions to assess needs and identify new features and enhancements to drive greater Choice Privileges member enrollment and value on international markets.

• Identify gaps and work closely with the domestic loyalty team and regions to set priorities and ensure execution.

• Leverage existing loyalty partnerships, tools, programs, solutions, or processes that will enhance program features for international customers, especially around reward and redemption options.

• Present business cases to leadership and technology partners about new functionalities and partnerships opportunities. Work closely with the domestic loyalty team to ensure cohesion with the global program; finance to ensure projects profitability; and IT to implement enhancements and ensure proper integrations, as needed.

• Collaborate with various stakeholders on local / global Choice Privileges promotions and create a global environment, while driving incremental enrollments and loyalty revenue contribution as well as driving efficiency and consistency.

International Customer Engagement

• Work closely with regions to assess needs and gaps pertaining to marketing and transactional emails and audience management. Work closely with both regions and global loyalty and customer strategy teams to define and implement Choice Privileges customer journey and key touch points of engagement in order to drive stays at our properties worldwide.

• Identifies and manages new opportunities to further engage with our customers such as SMS or App notifications and work with Tech and Privacy teams to enable new channels, as needed.

• Partner with Global teams to test new communications and thrive for consistency across all markets.

• Define the rules of engagement and the processes for regions to efficiently manage their customer engagement campaigns while aligning with the global strategy.

Technology & Analytics Management

• Define the roadmap of products or technology needed to enable loyalty and customer engagement and works closely with appropriate Tech domains teams to execute developments and enhancements.

• Assist with defining and implementing our international audience strategy which includes working with the Advance Analytics Team to understand customer attributes gaps and define a roadmap to close these gaps.

• Communication & Collaborations

• Keeps abreast of new or existing enterprise-wide initiatives or projects related to loyalty and customer engagement and leverages enterprise scales to accelerate Int'l growth.

• Ensures transparency and clearly communicates to regional teams, US stakeholders or Int'l HQ key initiatives, plans, deadline, status update and more. Seeks alignment with all business partners on all projects.

• Collaborates closely with Tech teams to prioritize projects and ensure timely delivery of new capabilities, product integrations, functionalities etc.

Your Experience, Skills & Competencies

• Bachelor's degree or equivalent years of experience required; MBA preferred.

• 5+ years of relevant experience in Loyalty and Guest communication strategy.

• Experience with audience strategy and advanced analytics highly preferred.

• Must have organizational savvy with the ability to navigate different stakeholders at all levels of the organization and across functions.

• Must be a self-starter and can work independently.

• Possess strong cross functional project management skills.

• Showcase strong leadership skills and the ability to manage several projects simultaneously.

• Must be a change agent with strong influence, motivation, and focused on execution and delivery.

• Must be an exceptional problem solver.

• Requires excellent written and verbal communication and presentation skills.

• Knowledge and experience in IT/Technology is a plus.

• Multilingual in French, German and Spanish is a plus but not required.

• Ability to travel (domestic & global) up to 15%.

Your Team Pick

This is an individual contributor role that will report to the Director, International Marketing & Distribution. You will have 2 peer teammates and collaborate with cross functional departments on a regular basis.

Your Work Location

As our International Loyalty and Customer Engagement Manager, you will be based in our beautiful, state-of-the-art worldwide corporate headquarters in North Bethesda, MD. Less than 15 miles from Washington, DC, we're located one block away from the North Bethesda Metro station, with service on the Red Line and the MARC Brunswick line, easy access to I-270, and plenty of free parking provided by Choice Hotels.

Right now, our associates in corporate headquarters are working in a hybrid environment, up to 4 days per week in the office and virtually from your home office the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.

About Choice

Choice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world. With nearly 7,500 hotels, representing nearly 630,000 rooms, in 46 countries and territories, with a range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay, and economy segments. We're the hotel company for those who choose to bet on themselves - the underdog, the dreamer, the entrepreneur - because that's who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today - for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, MD and St. Louis Park, MN as well as our technology center in Scottsdale, AZ, and through our associates around the globe, every voice is heard, and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our more than 18,000 franchise owners, which propels us forward - giving our work at Choice a purpose larger than our business.

About Choice Hotels Financial Performance

Adjusted earnings before interest, taxes, depreciation, and amortization (EBITDA) for first quarter 2024 grew to $124.3 million, a first quarter record and a 17% increase compared to the same period of 2023. Please click here to review highlights of our first quarter 2024 results.

• PLEASE NOTE: This role is not eligible for sponsorship

Ability to model Choice's Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.