Senior Manager, Loyalty Member Experience (Hybrid)

Who are we looking for?Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Senior Manager, Member Experience in the Loyalty Organization. The Loyalty Team is the team that runs our Choice Privileges loyalty program, an award-winning loyalty program with over 60M members. As a key member of our Loyalty team, you will be responsible for overseeing the overall member journey including member acquisition, activation and engagement, while also leading our member events and partnering closely with our marketing team on member communications.Are you a leader in the customer experience space with a passion for loyalty & driving great customer interactions? We invite you to apply today for our Senior Manager, Member Experience role today and #MakeItYourChoice.Your Responsibilities

Oversee the development of the Choice Privileges member customer journey. Identify key stages of the journey, the moments that matter and identify gaps and opportunities to improve the experience for members.

Oversee the member communications strategy and member experiences strategy, partnering with the marketing team to bring the strategy to market.

Lead the elite member experience – identifying the strategy and tactics to drive love amongst elite members, including both digital and on-property.

Serve as the point person for the loyalty customer journey and act as the point person for all work related to the member experience, member communications and member experiences.

Create and cultivate a culture of driving results while innovating. Create opportunities for associate development while driving the team to exceed goals.

Your Experience, Skills & Competencies

Bachelor's degree in related field, or equivalent experience.

6+ years managing/overseeing customer experience efforts.

Experience with customer journey mapping and B2C marketing required.

Loyalty and hotel experience preferred.

Ability to coordinate multiple projects at once within tight timelines.

Ability to manage and guide junior team members.

Demonstrated analytical and project management skills.

Excellent interpersonal and written communication skills.

Ability to interface well with a wide variety of employees.

Demonstrated problem-solving skills.

Detail oriented, independent thinker.

Proficient in Microsoft Office (PowerPoint, Word, Excel, & Access).

Must be able to uphold Choice’s Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.

Your TeamThis is a leadership role that will report to the Senior Director of Loyalty. You will have 1 direct report and collaborate with cross functional departments on a regular basis.Your Work LocationAs our Senior Manager, Member Experience, you will be based in our beautiful, state-of-the-art worldwide corporate headquarters in Rockville, MD. Less than 15 miles from Washington, DC, we’re located directly across from the Rockville Metro station, with service on the Red Line and the MARC Brunswick line, easy access to I-270, and plenty of free parking provided by Choice Hotels.Right now, our associates in Rockville, MD are working in a hybrid environment, up to 4 days per week in the office and virtual from your home office the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.About ChoiceChoice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world. With nearly 7,500 hotels, representing nearly 630,000 rooms, in 46 countries and territories as of September 30, 2022, the Choice® family of hotel brands provides business and leisure travelers with a range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay, and economy segments. The award-winning Choice Privileges® loyalty program offers members a faster way to rewards, with personalized benefits starting on day one. For more information, visit www.choicehotels.com.At our worldwide corporate headquarters in Rockville, MD and St. Louis Park, MN as well as our technology center in Scottsdale, AZ, and through our associates around the globe, we keep Choice hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.About Choice Hotels Financial PerformanceTotal revenues reached $427.4 million for second quarter 2023, a quarterly record and a 16% increase compared to the same period of 2022. Please click here (https://media.choicehotels.com/2023-08-08-CHOICE-HOTELS-INTERNATIONAL-REPORTS-SECOND-QUARTER-2023-RESULTS) to review highlights of our results. PLEASE NOTE: This role is not eligible for sponsorship Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity. ​ CONNECT THE WORLD THROUGH THE POWER OF HOSPITALITY We bring together the people, brand and technology that enable the success of others – welcoming every guest, every partner, everywhere their journey takes them. Visit http://careers.choicehotels.com to learn more.