Loyalty Manager

Grecotel Hotels & Resorts, the leading hotel chain in Greece, is seeking a Loyalty Manager to join its team. As a Loyalty Manager, you will handle the strategic development, daily management, and continuous improvement of Grecotel Hotels & Resorts' Loyalty Program, the Privilege Club. This role is responsible for activating strategic member acquisition, maximizing engagement as well as retention, and driving long-term customer growth through advanced commercial activities and loyalty strategies powered by Salesforce Loyalty Cloud and CRM. You will act as the key stakeholder for loyalty initiatives across the organization, translating data insights into customer-centric campaigns and partnerships that reinforce guest loyalty and drive business revenue taken care of by following the company's SOPs. At Grecotel, we believe that our people are the cornerstone of our success. We are committed to creating a supportive and inspiring work environment, offering opportunities for personal and professional growth. By joining our team, you will be part of a renowned hospitality brand that is dedicated to delivering luxury accommodations and unforgettable experiences across Greece's most stunning destinations.

Responsibilities

• Program Ownership
  • Develop the strategy, structure, and value proposition of the Privilege Club, ensuring the program delivers on brand and commercial goals.
  • Manage all aspects of the loyalty lifecycle, including member acquisition, tier progression, reward redemption, and member engagement.
• Salesforce Loyalty Cloud Management
  • Administer and optimize Salesforce Loyalty Cloud functionalities to build and manage rules-based loyalty journeys, points accrual/redemption, and tier progression.
  • Collaborate with CRM administrators and developers to integrate loyalty insights into broader guest personalization campaigns.
• Data-Driven Engagement
  • Analyze guest behavior and customer data to develop actionable insights and tailor offers, communications, and campaigns.
  • Monitor key performance indicators (KPIs) related to Loyalty program health, such as enrollment rates, repeat bookings, tier migration, ROI, etc., and share learnings from Loyalty customer behavior with internal teams to inform strategies to drive engagement and direct bookings.
• Guest Experience & Touchpoint Integration
  • Work closely with property-level teams to ensure the Privilege Club experience is consistently delivered across all guest touchpoints.
  • Develop training materials and standard operating procedures for front-line staff to effectively promote and activate the loyalty program.
• Campaign & Communication Management
  • Design and launch targeted marketing campaigns, offers, and tier-based promotions in alignment with customer data and seasonal trends.
  • Collaborate with the marketing team to ensure integrated messaging across channels (email, app, website, in-property).
• Partnership & Innovation
  • Identify and cultivate strategic partnerships (e.g., airlines, lifestyle brands, etc.) to enhance the Privilege Club's value proposition.
  • Stay informed of hospitality loyalty trends, benchmarking against global programs and continuously evolving Grecotel Hotels & Resorts' offering.

Requirements

• Bachelor's degree in Marketing, Hospitality, Business Administration, or related field (Master's Degree will be considered as a plus).
• Minimum of 3-5 years of experience in loyalty program management, preferably in the hospitality or luxury sector.  
• Strong strategic thinking and understanding of CRM systems, customer data analytics, omni-channel customer experience and digital marketing platforms.
• Advanced analytical skills with the ability to extract, interpret, and communicate actionable insights from guest behavior and loyalty program performance data that can be shared across organization, including CXO level management.
• Exceptional communication, presentation, leadership, and cross-functional collaboration skills to work with Sales & Marketing teams in order to drive omni sales performance, customer centricity, and customer base growth/CLTV.
• Fluency in Greek and English, knowledge of additional languages will be considered as an asset

Benefits

• Competitive salary and other benefits
• Advanced Opportunities for professional growth
• Participation in educational programs