Radisson Hotel Group ispursuing its commercial journey by reviewing and adapting all its customerengagement programs and activation plans, adapted to the new customerbehaviours, embedding in all communication channels a significant digitaltransformation piece and more crucial than ever, making all demand generation& retention activities 100% data driven.
An efficient go-to-market strategyto embark its most lifetime valuable customers to become its mostinfluenced and engaged brand ambassadors through acustomer-driven loyalty program.
Mission of the role
The Radisson Rewards Brand, Experienceand Quality Specialist will support the Manager in the loyalty department andwill be involved in engaging projects to reach the set goals and help withcontinuous improvements.
The team member will be involved in a variety of projects, such as thevalidation of the brand strategy and redefinition of the experience for thebrand, the creation and update of brand resources, conducting market research,support in the definition of brand audits, lead ad-hoc customer experiencedesign projects.
Support the Rewards Brand, Experience and Qualitydepartment on global level.
Support the creation and update of brand resources (Brand standard manuals, brand book, brand guidelines).
Lead the development of creative assets, such as branded collaterals and digital elements, from briefing to implementation.
Support in defining the member experience and identify gaps and quick wins.
Assist in experience design projects, defining the benefits for members and ensuring its implementation through the different channels : hotels, contact center, digital channels, etc.
Work with key internal stakeholders to develop training materials and internal communication campaigns to assure the full delivery of the operational & benefit promises to the program members.
Support the Manager analyzing the Quality data (surveys, mystery audits, etc) to identify key actions to improve the overall satisfactions of Loyalty program members across all tiers
Project management. Liaise with different stakeholders (Brand,Experience and Quality team, Customer Care, IT, Digital Experience, L&D,Operations, Procurement, creative agencies,
Conduct market research, competitive benchmarking and analyse market trends.
Create presentations, for internal and external purposes.
Support the manager in the departmentalbudget follow up.
Job requirements and skills
Education : Bachelor’s degree (MBA preferred)
Experience : 2+ years of relevant experience in loyalty, branding and / or customerexperience within consumer facing industries, ideally hospitality
Competencies & skills :
Strong projectmanagement abilities; capable of prioritizing and handling multiple projectssimultaneously, under tight time constraints and within budget parameters.
Flexible, proactive,can-do mentality.
Team player with aglobal mindset, able to work with a variety of different stakeholders at alllevels of the organization.
Ability to write and follow up briefings to creativeagencies
Autonomy and highfeeling of responsibility
Microsoft Office expertuser (Excel and PPT)
Proficiency in Englishand good communication skills