Director, Loyalty Program Enrollments
IHG Hotels & Resorts, Atlanta, GA, United States
The Director of Program Enrollments is accountable for the strategy, performance, and evolution of IHG One Rewards member enrollment across all channels, with a primary focus on driving high-quality acquisition at scale. This role sets the global enrollment vision, translates strategy into executable programs, and ensures consistent delivery through strong partnership with Commercial, Operations, Technology, Analytics, and regional teams.
Leadership & Governance
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
Strategy & Program Ownership
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
Performance & Optimization
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
Hotel Enablement
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
Channel & Experience Leadership
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
Risk & Controls
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
Qualifications
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
Travel Minimal.
Location Hybrid work structure: expectation of three (3) days a week in the Atlanta office, with flexible adjustments as business needs evolve.
Salary & Benefits The salary range for this role is $138,000 to $160,000. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K and other benefits to employees.
Equal Employment Opportunity IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws.
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Leadership & Governance
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
Strategy & Program Ownership
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
Performance & Optimization
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
Hotel Enablement
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
Channel & Experience Leadership
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
Risk & Controls
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
Qualifications
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
Travel Minimal.
Location Hybrid work structure: expectation of three (3) days a week in the Atlanta office, with flexible adjustments as business needs evolve.
Salary & Benefits The salary range for this role is $138,000 to $160,000. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K and other benefits to employees.
Equal Employment Opportunity IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws.
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