Sr. Specialist, Member Experience & Program Operations

Sonesta Hotels•Newton, MA

5d•$60,000 - $65,000

About The Position

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting. Job Description Summary As the Sr. Specialist, Member Experience & Program Operations, you will be responsible for driving the engagement and retention strategy for Sonesta Travel Pass, our award-winning loyalty program. In this role you will be responsible for developing and executing compelling engagement campaigns, identifying moments to deepen customer engagement throughout their lifecycle and supporting the Operation of the Sonesta Travel Pass program. Job Description

Requirements

3+ years’ experience in omni channel marketing with experience writing briefs, managing campaigns across multiple channels, and maintaining marketing calendars
Excellent written and oral communication skills along with strong presentation skills with an ability to work collaboratively
Excellent planning, time management, and decision-making skills
Strong attention to detail
Bachelor’s Degree required in Marketing, Communications, Business or related field
Proficiency with Microsoft Office suite

Nice To Haves

Loyalty Marketing and/or CRM experience a plus
Experience working on a co-brand credit card program a plus

Responsibilities

Work with the Director, Member Experience, to ensure seamless execution of the customer retention and engagement plan for Sonesta Travel Pass
Manage engagement and retention campaigns from inception to execution (from insights to brief to production to deployment to performance analysis and measurement)
Develop in depth knowledge of member insights to identify opportunities to further enhance the Sonesta Travel Pass member experience and drive retention
Partner with Field Marketing Team to plan and execute engagement and retention campaigns across all Sonesta Travel Pass participating brands
Keep stakeholders informed and engaged with projects, manage risks, and look for creative solutions to resolve issues
Support and respond to both Hotel and Corporate inquiries to the Sonesta Travel Pass shared inbox and At Your Service support tickets
Coordinate and assist with update and development of collateral and resources for loyalty program activation on property
Work directly within the Loyalty Platform to research member experience issues and directly assist on campaigns and processes as well as ad-hoc requests
Manage the engagement and retention campaign calendar, demonstrating integrated marketing plan for engagement across: Digital media CRM channels (website, app, SMS, email, direct mail) Property marketing materials