Director, Loyalty Program Enrollments

IHG Hotels & Resorts

Director managing IHG One Rewards member enrollment strategy across channels for quality acquisition. Leading complex programs while collaborating with commercial and operational teams.

Posted 4/16/2026full-timeAtlanta • 🇺🇸 United StatesLead💰 $138,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

paid time off
medical/dental/vision insurance
401K and other benefits to employees

ATS Keywords

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Applicant Tracking System Keywords

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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