Assistant Manager, Loyalty Operation & Performance
Hotel Brand: IHG Corporate
Location: China, Shanghai, Shanghai
Address: 上海市, Shanghai, Shanghai, China
Job number: A561317715
As one of the first hotel loyalty program, IHG One Rewards become a popular and award-winning loyalty program among frequent travels around the world since it launched. With more than 160 million members, it is one of the largest hotel loyalty programs in the world.
This role strengthens IHG One Rewards delivery across Greater China hotels through program deployment, loyalty culture building, and hotel activation. It builds colleague commitment to loyalty and supports hotel execution to improve enrollment, member recognition and future stays.
Your day to day
Loyalty Program Deployment
• Support the deployment and execution of loyalty program initiatives, including pilots, program enhancements and new rollouts.
• Provide daily operational guidance and support to hotels on loyalty program matters, including enrollment, member recognition and benefits delivery. Partner with hotels to ensure compliance with loyalty program standards, policies, and operational procedures.
• Monitor hotel execution and analyze hotel and regional loyalty performance data, identify improvement opportunities. Work with hotels to develop and implement targeted action plans, and track progress to drive continuous performance improvement.
• Support loyalty readiness for new hotels, especially conversions, by coordinating materials, training delivery and implementation follow-up.
Hotel Loyalty Culture Building
• Embed loyalty into everyday hotel culture and build colleague belief in its value and ownership of its role in the guest experience.
• Develop colleague participation and recognition initiatives, including relevant regional and global loyalty activities. Equip Loyalty Leaders with culture toolkits and use colleague feedback to improve engagement.
• Support the development and delivery of loyalty communications to hotels and internal stakeholders. Facilitate meetings, webinars, and engagement sessions with hotel teams.
Hotel Loyalty Activation
• Optimize hotel activation delivery, with an engagement campaign designed to encourage stays across brands as the core program. Develop tailored activation formats with Brand and Commercial teams to broaden member participation and address diverse commercial needs.
• Manage activity planning, hotel onboarding and campaign materials. Coordinate registration, task completion and rewards fulfilment with relevant teams and vendors.
• Track activation participation and penetration and use campaign insights and hotel feedback to improve activation effectiveness.
What we need from you
• 3-5 years of hospitality industry experience, hotel operations, loyalty programs, guest experience, or commercial functions preferred.
• Experience managing cross-functional initiatives and stakeholder relationships
• Familiarity with project reporting and budget tracking.
• Understanding of hotel operations, loyalty standards and member journeys. Ability to translate program requirements and campaign mechanics into clear hotel guidance.
• Strong project coordination, content development and analytical skills, including interpretation of participation, conversion and penetration data.
• Creative problem-solving, ownership and attention to detail. Ability to influence hotel and corporate stakeholders without direct authority.
• Strong written and verbal communication in English and Mandarin.
• Bachelor’s degree in hospitality, business, marketing or a related discipline, or an equivalent combination of education and relevant experience.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
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