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, bringing 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 requirements, leading transformation to better serve customer needs and enhance performance.
The ideal candidate will have strong project management experience and the ability to work cross-functionally to implement large-scale solutions in three main areas :
* Loyalty Program operations
* Loyalty Program implementation, integration, and synergies into new brands or hotel groups
* Support digitalization of guest experience and hotel operations
Loyalty is a key commercial driver. The senior Program Manager will manage complex, impactful projects, requiring strong business understanding, process background, IT knowledge, organization, and project management skills.
Location : Madrid, Spain
Responsibilities
Loyalty Transformation Strategy
* Lead loyalty program transformation, defining and implementing strategic initiatives aligned with business and customer goals.
* Drive integration and implementation for new brands and hotel portfolios, identifying synergies and managing change.
* Collaborate with leadership and stakeholders to translate challenges into clear requirements.
* Identify opportunities for enhancements leveraging trends, insights, and technology.
Business Requirements Development
* Act as liaison to translate needs into detailed requirements.
* Develop documentation for new features, tools, and integrations.
* Work with product and UX / UI teams to ensure successful design and execution.
Project Management & Execution
* Oversee end-to-end implementation, ensuring timely delivery within scope and budget.
* Lead cross-functional teams across marketing, IT, operations, and customer service.
* Monitor progress, mitigate risks, and ensure requirements are met.
* Maintain alignment with stakeholders and report progress to leadership.
Data-Driven Decision Making
* Use analytics to measure impact and identify improvements.
* Define KPIs and report findings to senior leadership.
* Recommend adjustments to maximize ROI and customer satisfaction.
Budget Management
* Manage budgets, monitor expenses, and forecast spend.
* Ensure cost-efficiency and address variances early.
Program Support
* Provide operational support post-transformation.
* Collaborate with teams to troubleshoot and resolve issues.
* Develop documentation and train internal teams.
* Ensure compliance with industry regulations.
* Support digitalization initiatives to enhance guest experiences.
* Lead innovative technology solutions to improve satisfaction and operations.
* Leverage project management, data analytics, and digital transformation expertise.
Qualifications
* 5+ years in program management focusing on loyalty, customer engagement, or digital transformation, preferably in hospitality or retail.
* Proven experience translating needs into requirements for large projects.
* Strong background in managing cross-functional teams, budgets, and project delivery.
Additional Information
Join RHG and enjoy perks like special hotel rates, development opportunities, and contributing to sustainability and shared value. Ready to say, 'Yes I Can!'? Join us in making every moment matter!
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