Wyndham Hotels & Resorts is now seeking a Director Loyalty Marketing EMEA to join our team in London, United Kingdom.

Job Summary

The Director Loyalty Marketing EMEA will be accountable for the Wyndham Rewards function in EMEA. They will be responsible for the loyalty strategy in EMEA, leveraging cross-functional and global loyalty teams to develop and implement the overall marketing, operational and communications plans to drive value and visibility of the Wyndham Rewards programme in EMEA. They will also be responsible for the regional loyalty cost centre with full control over the loyalty marketing fund allocation. The Director Loyalty Marketing EMEA will be accountable for driving financial results in terms of member occupancy, member revenue and new enrolments. 
 

Responsibilities Loyalty strategy

Commission research, both internally and externally, to define the loyalty strategy for the EMEA region. Present strategic direction to Leadership both in EMEA and Global Headquarters (HQ).

 

Loyalty programme operations

Be the Subject Matter Expert (SME) for the Wyndham Rewards programme in EMEA. Support field teams to work with hotels on the day-to-day operation of the programme. Provide guidance and training to internal operations teams and hotels/ key clients where necessary. Monitor and report on programme performance.

 

Member acquisition and engagement

Drive hotel enrolments by engaging with and incentivising hotels to meet and exceed new member acquisition targets. Develop and implement member communications and marketing strategy to drive repeat stays and incremental revenue. Oversee the EMEA email marketing channel for member communications.

 

Brand awareness

Raise awareness of the Wyndham Rewards programme to both consumers and industry audiences through a variety of digital and offline marketing channels. 

 

Partnerships

Identify new Wyndham Rewards partner relationships and nurture existing relationships to drive increased member acquisition and engagement.

 

Budget ownership

Full ownership of Wyndham Rewards EMEA marketing budget. Define strategy based on allocated budget and provide regular forecasting to finance teams. 

Complexity

The Director Loyalty Marketing EMEA makes business decisions that will have an impact on the company’s loyalty programme revenues. This role requires the ability to manage multiple projects working in conjunction with external agencies, the US-based Wyndham Rewards team and major franchisees, acting as an ambassador for the programme and delivering upon key measurables linked to revenue and membership. They will be expected to present complex strategic plans to leadership in both EMEA and the global HQ.

Scope/ Financial Responsibility

This role is responsible for leading the company’s loyalty marketing programme across EMEA brands and markets. This individual will develop and implement activities that are designed to increase central reservation contribution and overall gross room revenue on time and to budget delivering ROI. This role includes ownership of the full Wyndham Rewards EMEA marketing budget. 

 

Success will be measured by achieving the member engagement and service levels set for the properties, improving loyalty penetration and programme performance delivery of increased member stays and supporting the growth of EMEA’s overall gross room revenue. Their contribution in this area will have a fundamental impact on the bottom line for the organisation.

Abilities/ Key Competencies/ Skills

Alongside the professional competencies outlined below, the successful candidate will demonstrate the fundamentals of WHR’s Count on Me! Service Culture to be responsive, respectful and deliver a great experience.  This will form the cornerstone of their approach as they carry out all tasks with the Count on Me! Building Blocks in mind; Compassionate, Engaged, Dependable, Courteous, Engaged, Inclusive, Hospitable, Prepared and Personalised.

 

Analytics orientation – able to interpret data to define direction, key drivers and objectives. Financial acumen – able to set forecasts and budgets to drive financial performance, overall commercially aware. Impact and influence – able to influence team members, senior executives and client groups and gain buy-in within a matrix organisation. Cultural awareness – able to navigate different cultural environments, anticipate differences. Communication – strong interpersonal skills and able to communicate in writing, verbally and present throughout all levels of the organisation and externally. Flexibility – copes well with a changing landscape and shows drive, initiative, creativity and problem solving, adjusting course when necessary. Relationships building – easily builds trust and credibility with clients, colleagues and key stakeholders. Customer orientation – maintains sight of the customer perspective and strives for results which drive the value proposition. Projects and problem solving – able to work on cross functional problems and show drive, initiative and problem solving. Analytical – able to create, present and interpret numerical and verbal data in order to deduce trends and opportunities in order to make suggestions for change and improvement. Creativity and Innovation – able to work with creative agencies to effectively position Wyndham Rewards and develop marketing materials. Planning and Prioritisation – able to manage several projects simultaneously and remain calm under pressure. People Development – ability to manage, mentor and coach direct reports to help achieve their potential within the organisation.
  Experience/ Certificates/ Education Degree qualified, ideally within a marketing or related discipline or equivalent experience. Significant loyalty marketing, customer acquisition and CRM experience including direct marketing (particularly utilisation of email as a channel) and loyalty/ database management. Experience working in a global corporate environment where it is usual to work cross-functionally with business areas such as operations, call centres, e-commerce, marketing and revenue management. Previous experience managing forecasts/ budgets. Agency management experience. Fluency in verbal and written English is essential.  Excellent computer skills (Word, Excel, PowerPoint) as well as use of CRM databases.
  Organisational Relationships

The Director Loyalty Marketing EMEA reports to the Head of Marketing EMEA. This position will have 1 direct report. 
 

 

 

 

COMPANY OVERVIEW:

 

Wyndham Hotels & Resorts is the world’s largest hotel franchising company by the number of properties with approximately 9,200 hotels across over 95 countries on six continents. Through our network of approximately 872,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company’s mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.

 

Job Location: WHG United Kingdom, 4th Floor, 3 Shortlands, Hammersmith, London  W6 8DA
Employment Status: Full-time

Employment Disclaimer

In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on behalf of the owner. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving only as the recruiter and will not be my actual employer.