IHG Hotels & Resorts

Director, Loyalty Program Enrollments

IHG Hotels & Resorts

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Salary

💰 $138,000 - $160,000 per year

Job Level

Lead

About the role

  • Own and lead the end-to-end enrollment ecosystem across hotel, digital, sales, and emerging channels
  • Drive sustainable growth in new member enrollments while protecting program integrity and member quality
  • Define the global enrollment roadmap, balancing near-term performance with long-term capability building
  • Lead, develop, and set direction for the Program Enrollment team, including direct reports and stakeholders
  • Establish clear governance, decision rights, and operating cadence across stakeholders
  • Act as senior point of escalation and decision-maker for enrollment-related topics
  • Define global enrollment strategy aligned to IHG One Rewards growth, commercial priorities, and regional needs
  • Own the portfolio of enrollment programs, incentives, and overlays across hotel, digital, sales, and partner channels
  • Identify and incubate new enrollment opportunities, channels, and experiences; challenge legacy approaches and test-and-learn rapidly
  • Own enrollment performance across channels, including volume, efficiency, quality, and cost effectiveness
  • Establish clear success metrics, dashboards, and performance reviews in partnership with Analytics
  • Monitor competitive enrollment tactics and recommend enhancements to keep IHG’s approach relevant and differentiated
  • Ensure enrollment programs are simple, motivating, and operationally executable for hotels
  • Partner with Regional Operations and Field Support to drive adoption, engagement, and compliance
  • Oversee development of global standards, guidance, training, and communications supporting enrollment delivery
  • Provide senior oversight across all enrollment touchpoints, including front desk, web/app, Wi‑Fi, RCC, sales, and group-related enrollment opportunities
  • Partner with Technology and Digital teams to shape the enrollment experience roadmap and prioritize loyalty requirements
  • Provide executive oversight of enrollment controls, fraud prevention, and program abuse mitigation in partnership with Loyalty Operations and Risk teams
  • Ensure terms, conditions, and program mechanics are clear, compliant, and consistently applied

Requirements

  • Bachelor’s degree required; advanced degree preferred
  • 8–10+ years experience in loyalty, commercial strategy, marketing, digital, or hospitality operations
  • Proven ability to lead complex, cross-functional programs at scale
  • Strong strategic thinking paired with operational rigor and execution discipline
  • Executive-level communication, influence, and storytelling skills
  • Comfort operating in ambiguity and driving clarity for teams
Benefits
  • paid time off
  • medical/dental/vision insurance
  • 401K and other benefits to employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program managementstrategic planningperformance metricsdata analysisenrollment strategygrowth strategyoperational executionfraud preventioncompliance managementmarketing strategy
Soft Skills
leadershipstrategic thinkingcommunicationinfluencestorytellingproblem-solvingcollaborationadaptabilitydecision-makingteam development
Certifications
Bachelor's degreeadvanced degree