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Director, Member Acquisition & Field Engagement

Location: 

Parsippany, NJ, US

Property Name:  Parsippany - 22 Sylvan Way
Req Id:  12075

Wyndham Hotels & Resorts is now seeking a Director, Member Acquisition & Field Engagement to join our team at the Parsippany - 22 Sylvan Way location in ParsippanyNew Jersey.

Job Summary

Wyndham Hotels & Resorts is seeking a Director Member Acquisition & Field Engagement to lead a team focused on driving member acquisition and hotel engagement with the Wyndham Rewards program.  The Director will be focused on creating and executing a Global Acquisition strategy to increase enrollments for the Wyndham Rewards program and drive Guest engagement across multiple channels including property, web, digital and paid channels.  In addition, this role will partner with hotels and the contact centers on strategic initiatives to drive member acquisition and engagement.  This role will be focused on creating and executing strategies that increase new enrollments, share of wallet and maximize incremental revenue.

 

Acquisition Strategy & Guest Engagement:

Create holistic strategy to drive enrollments across key channels: property, call center and web including front line incentive plan, digital acquisition initiatives and tele-channel experience.  Define Guest Segmentation strategy and treatment plan by segment.

 

Hotel Engagement:

Partner with Operations and Hotel Owners to create holistic strategies that drive member acquisition and engagement on property.  Examples include creating enrollment goals and incentive programs, monitoring performance and supporting technology projects that enable front line engagement.

 

Contact Center Experience:

Work with cross functional partners including contact center to develop engagement strategy to drive member enrollments and incremental revenue through call center channel.  Design and launch new programs, analyze current call flow and dial transfer program and recommend new strategies.

 

Offer & Incentive Strategy:

Create end to end, multi-channel acquisition & engagement strategies across property, call center, digital, email and paid channels.  Test enrollment offers to optimize ROI and drive member enrollments. Create hotel and front line level incentives to drive on property enrollments.  

 

Creative & Messaging Approach:

Partner with key stakeholders to develop high impact creatives and messaging to drive new member enrollments. 

 

Measurement & Goal Setting:

Define KPIs against which to measure ongoing success and work with key stakeholders to develop dashboards that present data in a clear and concise matter, enabling timely data-driven decision making.  Work with key stakeholders to design test & learn plan to gain insights, measure results and refine.

This role will report to the Vice President, CRM and have 2 direct reports. 

 

Responsibilities
  • Leverage insights & analytics to develop high impact, targeted treatment strategies to drive member enrollments.  Create a holistic end to end member acquisition strategy and launch key initiatives.
  • Lead incentive design and execution strategy including in collaboration with key internal and external partners across channels (including websites, email, on-property, call centers, app, social, paid media) for member acquisition.
  • Continue to evolve prospect targeting strategy and drive conversion based on key learnings and insights. 
  • Partner with key stakeholders on KPIs, financial modeling, scorecard and results measurement and create and deliver read outs on progress, results & key learnings
  • Maintain strong, collaborative relationships with internal partners including Brand marketing, WHG finance, Loyalty technology, Digital Team 

 

Complexity

•    High level of autonomy. Will work independently with strategic direction from supervisor.  Must be able to effectively collaborate and influence in a highly matrixed and dynamic environment.
•    Makes decisions on a daily basis focused on driving revenue contribution and improving overall performance metrics
•    Leads cross-functional efforts involving multiple internal and external stakeholders
•    Actively manages a multi-faceted team across multiple disciplines 


Abilities/Key Competencies/Skills

•    Experience in and passion for marketing both acquisition and customer loyalty
•    Field enablement and/or operations experience preferred with a deep understanding on how to motivate agent and frontline behavior 
•    Data driven marketer who can leverage analytics to inform and create high impact strategies.  
•    Experience designing and managing front line incentive programs to drive performance
•    Passion for understanding consumer insights and consumer behavior
•    Experience in leading a team
•    Business experience in a global environment
•    Knowledge of segmentation and targeting strategies
•    Strong communication skills, both written and verbal
•    Strong quantitative skills and the ability to frame business problems analytically
•    Strong understanding of financial metrics
•    Ability to work well both independently and as part of a team to achieve goals and targets.
•    Excellent interpersonal and communication skills to work with people at all levels and backgrounds 
•    Ability to build and deliver presentations or written communication in a concise and well organized manner.
•    Works with a high level of accountability, results orientated and dependable.


 

Education & Experience

•    Bachelor's Degree in Business, Marketing or a relevant field of work
•    Master’s or advanced Degree with focus on Strategic Planning or Marketing is preferred.
•    10 + years of progressive work-related experience in marketing, field enablement, or CRM
 

 

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Parsippany - 22 Sylvan Way22 Sylvan WayParsippanyNew Jersey  07054
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.


Nearest Major Market: New York City
Nearest Secondary Market: Newark