Program Manager, Engagement Strategy

Choice Hotels
Rockville, MD
May 18, 2017
May 22, 2017
Full Time
That's why here at Choice we're always looking for exceptional people - people who will challenge us, make our team stronger, smarter and more complete. People who know how to roll up their sleeves and tackle the job at hand; who go the extra mile to get the job done - and done well.At Choice, we are looking for employees to connect the world through the power of hospitality - and we offer support, training and a collaborative workplace atmosphere that makes us a great place to bring together people, brands, and technology that enable success.Who are we looking for? Maybe it's you.The role The Program Manager, Engagement Strategy is a key member of the Loyalty Marketing team and is responsible for implementing effective marketing engagement strategies, in alignment with Choice Privileges' business goals and Choice's overarching corporate strategy. In partnership with the Director, determines 'when' and 'how' Loyalty Marketing communicates with members to increase business from past stayers; engage current members; and derive incremental revenue per member. Develops and champions a personalization curriculum, partners with communications team to optimize all communication channels to meet core objectives.What you will do STRATEGYDevelops a dynamic personalization strategy, including specific objectives, implementation strategies and associated metrics to measure success. Ensures rigorous, insightful and consistent reporting that details progress and business results.Ensures a strong customer centric viewpoint. Employs industry best lifecycle marketing practices to deepen engagement with CP members and deliver incremental revenue lift across the program metrics. Introduces continuous improvement and innovation for processes and technology.Develops and champions a personalization curriculum to promote continuous improvements and innovation.Map curriculum vision via flowcharts/Gantt charts from which business requirements and logic will be developedPROGRAM MANAGEMENTAligns stakeholders around each initiative, assigns responsibilities and holds work group participants accountable for timelines and deliverablesUtilizes proven project management framework/software to ensure successful achievement of objectives, and proactively provides regular updates to work team to manage expectations, information clarity and successful project outcomes.Collaborates with communications team to communicate CRM vision and ensure that all consumer messages are on strategy in accordance with program objectives.ANALYTICSConducts analyses to understand metrics for recommendations regarding the effectiveness and prioritization of messages and member touch-points.Ensures appropriate targeted segmentation of members to determine groups of high incremental revenue yield and improve engagement.Through data insights, develops a curriculum to derive more lifetime value from members and effectively sequence messages through different marketing channels. INDUSTRY/MARKET STRATEGYKeeps up on industry trends, new developments in marketing communications and associated Best Practices. Monitors direction and growth of the business; anticipates future communication needs and business requirements to help drive innovation and new approaches.Skills you have A minimum of 4 years' experience in customer relationship marketing, demonstrating a pattern of strong performance. Previous experience with loyalty programs is desired. Bachelor's Degree in Marketing, or related field, or equivalent combination of education and experience. Advanced degree is desired.Strong track record of success in developing successful data-driven marketing engagement strategies and driving business results.Strong program/project management framework to achieve business goalsBroad based business acumen; demonstrated ability to collaborate with business teams and manage multiple projects across organizational lines. Excellent analytical and problem solving skills.Excellent communication and presentation skills.Excellent interpersonal skills and demeanor. SQL, Tableau and Business Objects are requirements for the role Must be able to uphold Choice's Values & Performance Principles of accountability, collaboration, performance excellence, sense of urgency, innovation, inclusion & diversity, integrity & trust, customer focus, and respect.

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