Director, Loyalty & CRM

This is a newly elevated role that sits at the intersection of commercial performance, guest experience, and strategic partnerships. You will own both our guest-facing loyalty programme and our corporate booker programme end-to-end – from strategy and CRM to campaigns and day-to-day operations. This is a hands-on leadership role. You'll work closely with Sales, Marketing, Operations, and Technology teams internally, and represent our brands externally at the partnership level.

• Own the strategy and performance of both our guest loyalty programme (B2C) and corporate booker programme (B2B), ensuring alignment with commercial and revenue objectives.
• Lead the rollout and ongoing integration of the loyalty programmes across our properties – covering staff training, system setup, member recognition, and benefit delivery.
• Strategically define and evolve the value proposition for both programmes, driving the...