Company Description 

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,460 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. 
 
People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter. 

Job Description 

This role is pivotal in translating high-level business objectives into actionable business requirements, leading the transformation to better serve customer needs and enhance overall performance.

The ideal candidate will have strong project management experience and a proven ability to work cross-functionally and cross-companies to implement large-scale solutions in 3 main areas:

1.     Loyalty Program operations.

2.     Loyalty Program implementation / integration / synergies into new Brands or group of Hotels.

3.     Support transverse projects on guest experience digitalization & hotel operations optimizations.

Loyalty is a key commercial driver for the global business. In this role, the loyalty senior Program manager needs to manage complex & highly impactful business/operational/customer facing cross workstream business projects.  This role requires a strong business understanding to define / challenge the needs, a strong process background to be able to translate the needs into requirements, IT understanding to challenge the proposed solution & excellent organization, project management to align all of it. 

Location: This role is based in Madrid, Spain

Responsibilities

Loyalty Transformation Strategy:

• Lead the transformation of loyalty programs by defining and implementing strategic initiatives aligned with business goals and customer expectations.
• Lead strategic Loyalty integration/implementation initiatives for new Brands and/or Hotel portfolio, Identify synergies, drive change management, lead integration efforts (process & landscape)
• Work with senior leadership and key stakeholders to understand business challenges and objectives, translating these into clear business requirements for loyalty programs.
• Identify opportunities for program enhancements, leveraging emerging trends, customer insights, and technological advancements to improve customer engagement and retention.

Business Requirements Development:

• Act as the primary liaison between business units and technical teams to translate business needs into detailed business and system requirements.
• Develop comprehensive requirements documentation for new loyalty program features, tools, and system integrations, ensuring alignment with business goals.
• Collaborate with product managers, developers, and UX/UI teams to ensure the successful design and execution of loyalty solutions that meet defined requirements.

Project Management & Execution:

·       Oversee the end-to-end implementation of loyalty transformation projects, ensuring that programs are delivered on time, within scope, and on budget.

·       Lead cross-functional project teams, coordinating with marketing, IT, operations, and customer service departments to ensure smooth execution and adoption of new program elements.

·       Monitor project progress, identifying and mitigating risks, and ensuring that business requirements are met at every stage of the project lifecycle.

·       Work closely with internal stakeholders to ensure alignment on project goals, priorities, and expectations throughout the transformation process.

·       Provide regular updates to leadership teams on project milestones, timelines, risks, and overall progress toward loyalty transformation goals.

·       Ensure effective communication and knowledge sharing across teams to ensure consistency and clarity in program design and execution.

Data-Driven Decision Making:

• Leverage data analytics to measure the impact of loyalty transformation initiatives, providing insights into program effectiveness and areas for improvement.
• Define key performance indicators (KPIs) to track the success of loyalty program transformations and report findings to senior leadership.
• Make data-driven recommendations for program adjustments to ensure maximum ROI and customer satisfaction.

Budget Transformation Tracking:

• Develop and manage the budget for the loyalty transformation initiatives, ensuring that financial resources are aligned with strategic objectives and that the projects are completed within budget constraints.
• Track and monitor program expenses throughout the lifecycle of loyalty transformation projects, identifying and addressing any budget variances or risks early on.
• Work with finance and senior leadership to forecast, analyze, and report on program spend, ensuring cost-efficiency while driving high-impact transformation initiatives.
• Conduct regular budget reviews and provide updates on financial performance to ensure program goals are met within the allocated budget, making adjustments as needed to optimize spend.

Program Support:

·       Provide ongoing operational support together with your team for all aspects of the loyalty program post-transformation, ensuring its continuous optimization and functionality.

·       Work closely with customer service and operational teams to troubleshoot and resolve any issues related to loyalty program implementation, ensuring a seamless customer experience.

·       Monitor system performance and collaborate with IT teams to address technical issues, system updates, or integrations related to the loyalty program.

·       Develop and maintain program documentation, FAQs, and knowledge resources to support both internal stakeholders and customers.

·       Provide training and continuous support to internal teams on program updates, new features, and best practices to ensure smooth day-to-day operations.

·       Ensure that all program components are up to date and compliant with industry regulations, making necessary adjustments as needed to meet changing requirements.

As Project Manager expert

·       Support on enhancing guest experiences through digitalization

·       lead and implement innovative technology-driven solutions that elevate customer satisfaction and streamline operations in the hospitality industry.

·       leverage on your expertise in project management, data analytics, and digital transformation to create seamless, personalized, and efficient guest experiences, from booking to post-stay engagement. By collaborating with cross-functional teams,

·       drive continuous improvements in guest services, operational efficiency, and revenue growth, ensuring that every guest interaction is intuitive, memorable, and aligned with industry-leading digital tr

Qualifications

·       5+ years of experience in program management, with a focus on loyalty, customer engagement, or digital transformation, ideally within the hospitality or retail sectors.

• Proven experience translating business needs into actionable business and system requirements, particularly for large-scale projects.
• Strong background in managing cross-functional teams and delivering complex projects from concept to completion, with experience in budget management and program support.

Additional Information 

Our commitment to being a remarkable workplace mirrors our commitment to delivering Memorable Moments. Joining RHG comes with a range of perks: 

·       Special rates for team members, their friends, and family at our hotels.  

·       Tailored development opportunities for everyone at all levels and all roles  

·       A meaningful employment contributing to shared value, a better future, and a sustainable planet.  

·       Local benefits apply.

Company Description 

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,460 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. 
 
People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter. 

Job Description 

This role is pivotal in translating high-level business objectives into actionable business requirements, leading the transformation to better serve customer needs and enhance overall performance.

The ideal candidate will have strong project management experience and a proven ability to work cross-functionally and cross-companies to implement large-scale solutions in 3 main areas:

1.     Loyalty Program operations.

2.     Loyalty Program implementation / integration / synergies into new Brands or group of Hotels.

3.     Support transverse projects on guest experience digitalization & hotel operations optimizations.

Loyalty is a key commercial driver for the global business. In this role, the loyalty senior Program manager needs to manage complex & highly impactful business/operational/customer facing cross workstream business projects.  This role requires a strong business understanding to define / challenge the needs, a strong process background to be able to translate the needs into requirements, IT understanding to challenge the proposed solution & excellent organization, project management to align all of it. 

Location: This role is based in Madrid, Spain

Responsibilities

Loyalty Transformation Strategy:

• Lead the transformation of loyalty programs by defining and implementing strategic initiatives aligned with business goals and customer expectations.
• Lead strategic Loyalty integration/implementation initiatives for new Brands and/or Hotel portfolio, Identify synergies, drive change management, lead integration efforts (process & landscape)
• Work with senior leadership and key stakeholders to understand business challenges and objectives, translating these into clear business requirements for loyalty programs.
• Identify opportunities for program enhancements, leveraging emerging trends, customer insights, and technological advancements to improve customer engagement and retention.

Business Requirements Development:

• Act as the primary liaison between business units and technical teams to translate business needs into detailed business and system requirements.
• Develop comprehensive requirements documentation for new loyalty program features, tools, and system integrations, ensuring alignment with business goals.
• Collaborate with product managers, developers, and UX/UI teams to ensure the successful design and execution of loyalty solutions that meet defined requirements.

Project Management & Execution:

·       Oversee the end-to-end implementation of loyalty transformation projects, ensuring that programs are delivered on time, within scope, and on budget.

·       Lead cross-functional project teams, coordinating with marketing, IT, operations, and customer service departments to ensure smooth execution and adoption of new program elements.

·       Monitor project progress, identifying and mitigating risks, and ensuring that business requirements are met at every stage of the project lifecycle.

·       Work closely with internal stakeholders to ensure alignment on project goals, priorities, and expectations throughout the transformation process.

·       Provide regular updates to leadership teams on project milestones, timelines, risks, and overall progress toward loyalty transformation goals.

·       Ensure effective communication and knowledge sharing across teams to ensure consistency and clarity in program design and execution.

Data-Driven Decision Making:

• Leverage data analytics to measure the impact of loyalty transformation initiatives, providing insights into program effectiveness and areas for improvement.
• Define key performance indicators (KPIs) to track the success of loyalty program transformations and report findings to senior leadership.
• Make data-driven recommendations for program adjustments to ensure maximum ROI and customer satisfaction.

Budget Transformation Tracking:

• Develop and manage the budget for the loyalty transformation initiatives, ensuring that financial resources are aligned with strategic objectives and that the projects are completed within budget constraints.
• Track and monitor program expenses throughout the lifecycle of loyalty transformation projects, identifying and addressing any budget variances or risks early on.
• Work with finance and senior leadership to forecast, analyze, and report on program spend, ensuring cost-efficiency while driving high-impact transformation initiatives.
• Conduct regular budget reviews and provide updates on financial performance to ensure program goals are met within the allocated budget, making adjustments as needed to optimize spend.

Program Support:

·       Provide ongoing operational support together with your team for all aspects of the loyalty program post-transformation, ensuring its continuous optimization and functionality.

·       Work closely with customer service and operational teams to troubleshoot and resolve any issues related to loyalty program implementation, ensuring a seamless customer experience.

·       Monitor system performance and collaborate with IT teams to address technical issues, system updates, or integrations related to the loyalty program.

·       Develop and maintain program documentation, FAQs, and knowledge resources to support both internal stakeholders and customers.

·       Provide training and continuous support to internal teams on program updates, new features, and best practices to ensure smooth day-to-day operations.

·       Ensure that all program components are up to date and compliant with industry regulations, making necessary adjustments as needed to meet changing requirements.

As Project Manager expert

·       Support on enhancing guest experiences through digitalization

·       lead and implement innovative technology-driven solutions that elevate customer satisfaction and streamline operations in the hospitality industry.

·       leverage on your expertise in project management, data analytics, and digital transformation to create seamless, personalized, and efficient guest experiences, from booking to post-stay engagement. By collaborating with cross-functional teams,

·       drive continuous improvements in guest services, operational efficiency, and revenue growth, ensuring that every guest interaction is intuitive, memorable, and aligned with industry-leading digital tr

Qualifications

·       5+ years of experience in program management, with a focus on loyalty, customer engagement, or digital transformation, ideally within the hospitality or retail sectors.

• Proven experience translating business needs into actionable business and system requirements, particularly for large-scale projects.
• Strong background in managing cross-functional teams and delivering complex projects from concept to completion, with experience in budget management and program support.

Additional Information 

Our commitment to being a remarkable workplace mirrors our commitment to delivering Memorable Moments. Joining RHG comes with a range of perks: 

·       Special rates for team members, their friends, and family at our hotels.  

·       Tailored development opportunities for everyone at all levels and all roles  

·       A meaningful employment contributing to shared value, a better future, and a sustainable planet.  

·       Local benefits apply.