Headquartered in Hong Kong, Plaza Premium Group is the pioneer and industry leader in providing Premium Airport Services in over 140 locations of 35 international airports across Asia, Australasia, Europe, North America, South America and the Middle East, with a collective goal of ‘enhancing your airport experience’. The Group comprises four core airport services, Airport Lounge, Airport Transit Hotel, Airport Meet & Greet Service, and Airport Dining.

The Group currently employs over 4,000 staff and serves over 11 million passengers around the world annually. The Group is dedicated to providing quality services and possesses proprietary knowledge in airport hospitality industry. By continuously surpassing travellers’ expectation, the Group’s network is rapidly growing across major international airports around the world.

Job Description

We are hiring Manager, Loyalty Marketing.

You will be responsible to manage the loyalty database, develop campaigns to drive, earn and burn process, conduct loyalty program education and enhance customer experience through various touch points online and offline. The candidate should demonstrate effectiveness in implementing and managing data-driven campaigns across a range of channels, be detail oriented and highly analytical. The ideal candidate is also a team player with extensive experience in multi-channel marketing and must have the ability to take the lead on loyalty marketing campaigns while keeping the customer at the heart of business.

• Develop a loyalty marketing and communications strategy, set KPIs, and identify growth opportunities and target areas. Facilitate and implement rewards program for all Plaza Premium Group products and services.
• Conduct market research from time to time to understand customer behaviours and motivations in relation to the loyalty program and incorporate insights into loyalty marketing strategy.
• Manage the group’s loyalty/ rewards marketing and communications program to build and grow membership base, improve customer retention and increase spend.
• Identify and understand various customer segments and use that knowledge to design campaigns and content for each customer group.
• Systematic review of loyalty database and conduct ongoing data cleansing exercise.
• Plan and execute regular promotions and customer engagement campaigns to build and nurture relationship with members; maintain communications and promotions calendar.
• Work with Arrture and different business units to identify and increase partnerships, develop marketing programs for membership acquisition and activation, and grow rewards library.
• Develop and generate ongoing reports.
• Consistently monitor campaign performance and measure effectiveness and ROI against budget and target

Job Requirements

• University degree in Marketing, E-commerce or a relevant discipline with minimum 6 years of working experience in eCommerce, loyalty or CRM operations in travel/ hospitality industry or related field.
• Proficiency in web analytics and reporting tools, such as Google Analytics, is compulsory.
• Experience in CMS, CRM or marketing automation software, such as Salesforce, Microsoft Dynamics, Marketo, Kentico, and Joomla, is a plus.
• Highly analytical, data-driven, results-oriented.
• Technologically savvy, sensitive to digital trends.
• Energetic self-starter.
• Good communication and interpersonal skills.
• Excellent project and time management.
• Collaborative, team player yet able to work independently.
• Excellent attention to details and strong work ethics.
• Good command of written and spoken English and Chinese

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