Sr. Specialist, Member Experience & Program Operations

We’re Sonesta International Hotels.
The 8th largest hotel company in the U.S.—and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

As the Sr. Specialist, Member Experience & Program Operations, you will be responsible for driving the engagement and retention strategy for Sonesta Travel Pass, our award-winning loyalty program. In this role you will be responsible for developing and executing compelling engagement campaigns, identifying moments to deepen customer engagement throughout their lifecycle and supporting the Operation of the Sonesta Travel Pass program.

Job Description

Principle duties and responsibilities (Essential Functions) include:    

• Work with the Director, Member Experience, to ensure seamless execution of the customer retention and engagement plan for Sonesta Travel Pass
• Manage engagement and retention campaigns from inception to execution (from insights to brief to production to deployment to performance analysis and measurement)
• Develop in depth knowledge of member insights to identify opportunities to further enhance the Sonesta Travel Pass member experience and drive retention
• Partner with Field Marketing Team to plan and execute engagement and retention campaigns across all Sonesta Travel Pass participating brands
• Keep stakeholders informed and engaged with projects, manage risks, and look for creative solutions to resolve issues
• Support and respond to both Hotel and Corporate inquiries to the Sonesta Travel Pass shared inbox and At Your Service support tickets
• Coordinate and assist with update and development of collateral and resources for loyalty program activation on property
• Work directly within the Loyalty Platform to research member experience issues and directly assist on campaigns and processes as well as ad-hoc requests
• Manage the engagement and retention campaign calendar, demonstrating integrated marketing plan for engagement across:
• Digital media
• CRM channels (website, app, SMS, email, direct mail)
• Property marketing materials

Qualifications and Skills

• 3+ years’ experience in omni channel marketing with experience writing briefs, managing campaigns across multiple channels, and maintaining marketing calendars
• Loyalty Marketing and/or CRM experience a plus
• Experience working on a co-brand credit card program a plus
• Excellent written and oral communication skills along with strong presentation skills with an ability to work collaboratively
• Excellent planning, time management, and decision-making skills
• Strong attention to detail
• Bachelor’s Degree required in Marketing, Communications, Business or related field
• Proficiency with Microsoft Office suite

Additional Job Information/Anticipated

Pay Range

Pay range: $60,000 to $65,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.