Loyalty Operations & Performance Manager, Pacific

Company Description

Join the Accor Group, an ecosystem of over 5,500 hotels, 10,000 restaurants, and lifestyle destinations, in 110 countries. 

As one of our 5,000+ Corporate Heartists®, come pursue your passion to the vibrant rhythm of the hospitality industry. 

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality. 

Become a Heartist®, and let your heart guide you into a world where life pulses with passion.

Job Description

A unique and highly sought-after opportunity has become available due to an internal promotion for a Loyalty Operations & Performance Manager to join our Pacific Loyalty team, based in Sydney CBD Office. Reporting to the Director Loyalty Operations & Performance, you'll help shape the success of one of the world's largest hotel loyalty programmes, supporting approximately 400 hotels across the Pacific region.

Working within Accor's Commercial team and closely with the MEA APAC Loyalty Hub, you'll play a key role in driving hotel loyalty performance, enhancing the member experience, and delivering value for our hotels, owners and members. From assisting hotels with member enquiries, programme processes and system support, to identifying opportunities to improve performance and member satisfaction, you'll act as a trusted advisor to our hotel teams. A significant part of the role is building hotel capability through engaging training and education, delivering everything from small group coaching sessions to regional webinars and presentations. Combining operational expertise, commercial insight and strong presentation skills, you'll help hotels maximise the value of loyalty within their business while ensuring members consistently receive the recognition, benefits and experiences they expect.

Getting to know the role and your responsibilities

• Drive awareness, understanding and adoption of ALL Accor's loyalty programme, strategy and objectives across the Pacific hotel network.
• Monitor loyalty performance, member satisfaction and key programme metrics, using insights to identify opportunities and support hotel success.
• Develop and deliver engaging training programmes, webinars and workshops that build hotel capability and confidence in delivering the benefits of ALL Accor's loyalty programme.
• Build loyalty capability across all hotel departments through practical tools, resources, education and ongoing support, with a particular focus on empowering our Loyalty Champions to drive programme awareness, engagement and success within their hotels.
• Lead loyalty communications and programme updates, ensuring hotels remain informed, engaged and aligned with key priorities and initiatives.
• Drive awareness and successful hotel execution of loyalty campaigns, offers and incentives, supporting stronger member engagement and programme performance.
• Identify opportunities to strengthen member engagement and commercial performance through ALL Accor campaigns, promotional offers and strategic loyalty initiatives.
• Champion programme compliance and benefit delivery, helping ensure members consistently receive the recognition, rewards and experiences they expect as members of ALL Accor.

Qualifications

What we need from you

• At least 4 years of experience in hotel operations with customer service and management experience. Hotel Marketing and Loyalty program management experience highly desirable.
• Demonstrated experience managing loyalty acquisition, activation and retention campaigns, with a strong understanding of member experience and program operations.
• Strong stakeholder management and communication skills, with the ability to work across hotel, regional and global teams in a matrix environment.
• Proven project management capability, with confidence managing multiple priorities, complex campaign delivery, suppliers and operational dependencies.
• Experience developing training, communications, processes and practical tools for large, geographically dispersed audiences; experience supporting hotel teams is highly regarded.
• Experience using reporting and data reporting tools and keen interest in AI will be highly regarded.

Additional Information

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.

Candidate screening and interviews may be conducted prior to the closing date of the advertisement. Accor reserves the right to close applications for the position prior to the advertised date. We encourage you to submit your application as soon as possible.