Brand & Loyalty Supervisor

1. BRAND RESPONSIBILITIES
- Create, develop and promote knowledge of Odyssea Hospitality, Liberty Central, Liberty Hotels and other brand collections.
- Build, develop and provide brand marketing management, corporate identity management and sustainable development marketing for all hotels.
- Build or corporate with third parties in creating new brands, including: brand standard, brand culture, brand corporate identity and collaterals, brand guidelines.
- Coordinate and maintain the identity of the brand and all areas of communication that includes campaigns, social media, digital content, communication, CRM and online distribution channels.
- Create alliances to elevate brand positioning, provide value to guest experience and drive ADR.
- Ensure the communication of the brand in the internal departments and collaborate with the Odyssea Hospitality and hotel brands to ensure alignment in communication and activation.
- Ensure that all tools and procedures are in place at hotels to engage guests in satisfaction survey tools.
- Ensure that brand integrity and DNA is retained in all communication and key identity elements.
- Establish, train & monitor brand’s audit criteria.
- Perform audits when required and ensure actions are put in place by the hotel to improve below standard scores.
- Oversee the creative direction of our external creative agencies, photographers, media companies and other suppliers for all brand & loyalty and marketing activities.
- Monitor the hotels’ quality dash board and extract reports when required to communicate to the field.
- Support commercial strategies of all hotels in the portfolio.

2. LOYALTY RESPONSIBILITIES.
- Execute customer relationship’s activities include but not limited to database management.
- Responsible of being a “brand ambassador” at all time and ensure brand integrity and clarity are always maintained.
- Responsible for revenue analytics, brand communications and e-commerce to run campaigns and other commercial opportunities.
- Responsible for loyalty program design and management, partnership program solicitation, execution and strategic communication plans for all loyalty and subscription programs.
- Implement a communications’ calendar utilizing existing and new communication channels as relevant to the market to grow customer loyalty and drive revenue.
- Build and executive marketing strategies and plans to achieve key business objectives for loyalty and subscription programs to support the hotel network.
- Develop and work with hotel teams to execute customer acquisition strategies.
- Develop and manage performance versus benchmarks for CRM initiatives and objectives.
- Develop and update policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the hotels.
- Set business requirements for CRM infrastructure, lead generation, database acquisition, prioritization and deployment capabilities.
- Provide input to the CRM capabilities, systems and information architecture for the company.
- Drive CRM and loyalty programs assuring strategies deliver the necessary productivity benefits across all channels.
- Drive the deployment and integration of loyalty products and achieve acquisition targets.
- Keep abreast of new tools, technologies and evolving client needs to continually improve the management and execution of contact strategies.
- Daily manage, control and monitor “Earn & Burn Process” to assure the program running smoothly.
- Actively participate in and lead recruitment and talent development for the division/department to meet both current and future needs.
- Assist with loyalty and subscription marketing/sales collateral production when required.
- Collaborate with internal stakeholders (VPS, revenue management, general managers) to identify opportunities to drive revenue and formulate offers to members.
- Analyze and report on the impact of marketing and communications’ activities on driving revenue and growing membership.
- Develop strategic communications plans for the loyalty and subscription programs.
- Perform other duties assigned by supervisor.
3. PARTNERSHIP RESPONSIBILITIES
- Identify partnership, marketing and communication opportunities to further expose our hotel brands and network as well as drive incremental revenue.
- Identify opportunities to further expose our hotel brands and maximize revenue opportunities through sponsoring sporting/cultural/art events, where applicable in line with the brand strategy.
- Direct the solicitation process and ensure all partnership offers are correctly loaded, communicated and can be booked via our website and call center.
- Work with strategic partners to implement membership acquisition strategies.
- Analysis and report on partnership outcomes.

4. HOTEL SUPPORT.
- Provide brands, loyalty and partnership, SOPs, guidebooks, communication templates, reporting tools and direction to all hotels.
- Provide training to hotels, especially focus on their brand and loyalty champions and ensure those trainings are deployed at the hotel level.
- Provide pre-opening brand, loyalty and partnership tool kits to all hotels.
- Perform all necessary audits when applicable.
- Establish procedures, processes and accurate information and analysis for all hotels that support loyalty marketing initiatives.
- Assess all hotels’ performances and ensure all hotels are kept up to date on brand, loyalty programs, partnerships and marketing activities as well as providing marketing collateral templates as required.

- Minimum 3 year experience in design, execution of marketing plans and luxury brands.
- Minimum of 3 years of progressive CRM or direct marketing experience and proven team management experience is preferred.
- Educated to a minimum of university degree level in CRM, marketing, business related field or similar discipline.
- Experience in administrative tasks related to marketing.
- Good communication and presentation skills.
- Proficiency in MS Office, Internet.
- Ability to manage projects on time.

- Bonus
- Training
- Travel

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