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Senior Expert Loyalty

City:  Cologne
Job area:  Marketing
Job field:  Marketing
Seniority Level:  Mid-Senior level
Date:  Jan 12, 2022

Job Role: Senior Expert Loyalty

Business Travel Club

The HRS Business Travel Club (BTC) is based on the Commerce platforms of the well-known hotel portal businesses of HRS.de and HOTEL.DE that transform into much more than “just” a platform: BTC provides its members, business travelers and SMEs, with a distinct range of exclusive services, which shape tomorrow´s safe, sustainable and upgraded travel experience. The primary purpose of BTC is to create loyalty between HRS and its customers. We envision a Prime like system for Business Travelers, where members get on “golden handcuffs” in exchange for superior benefits and services. Thus, the Club and its products, plays an important role in HRS´s DACH strategy as it revolves around a disruption of the interplay between hotel and workplace supply and e-commerce and a domination of the Business Travel DACH market.
Your mission is to further develop and shape the "The HRS Business Travel Club" and its solutions and make it the next innovation of the HRS Group together with a great team.


The Position: Senior Expert Loyalty Programs (m/f/d)


In the responsible position of the Expert Loyalty the future position holder is responsible for both the program optimization (member acquisition, engagement and retention) and the modeling, analysis and reporting of Key Performance Indicators (KPIs) for various assigned loyalty programs. 
As Program Manager she takes on the responsibility to plan, implement and execute strategies and initiatives that retain existing customers and at the same time elevate and boost our recurring customers. 
The position is located as an important interface between the requirements and needs of customers and business partners and collaborates closely with product development and marketing.
As direct report to the CGO of BTC you will be a key point of the company and hold responsibility for managing and developing key consumer relationships.


Your challenge:


  • Merge customer behavior insights with product development initiatives to build a prime-like system which makes customers and suppliers stick
  • Design, plan and roll out features and services that retain existing members and generate new memberships
  • Deep dive into the customer database to glean insights that can be applied to drive the business. Develop customer strategies in order to improve customer data capture and optimize RFM, ATV and Customer Lifetime Value
  • Create and roll out an effective reward system for club members
  • Conduct Market & customer research, whilst upholding data governance standards and ensure data is captured consistently and appropriately across different touch points and channels and in compliance with the GDPR regulations
  • Take on the customer’s perspective, plan and execute different customer journeys in regards to the strategic target for each of the segments defined with the intention to constantly improve the experience
  • Perform multi-project management and engage with different stakeholders
  • Extract, analyse and interpret data from different sources to enable data visualisation and translate findings into simple actionable insights


For this exciting mission you are equipped with…


  • A successfully completed university degree, preferably in the field of business administration
  • Several years of experience in the fields of Loyalty, CRM and marketing, ideally within the e-commerce and/or financial sector
  • A data driven profile who is also commercially minded, with strong analytical skills. Experience creating dashboards for metrics reporting
  • Experience in Digital Marketing & CRM strategy
  • Strong experience of planning, executing and delivering Marketing Campaigns
  • Superb Project Management skills
  • Excellent communication, negotiation and stakeholder management skills to support cross-functional teams in delivering results
  • Hands-on experience managing an initiative from start to finish
  • Google Analytics knowledge preferable; HTML/CSS skills preferable.
  • Good copywriting, proofreading skills and excellent attention to details
  • The innate drive to do things better. Strong problem-solving skills, creativity to develop new possibilities and processes
  • Eager to learn and experiment and not afraid to fail.
  • Able to self-analyse failures and put required solutions in place in order to improve
  • Quick comprehension and comprehension of complex relationships, structured and independent way of working, paired with a high degree of initiative and responsibility
  • German language skills would be a bonus but not required

Your perspective:


You get access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.
Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.


Location, Mobility, Incentive:


In general the position is assigned to the company headquarters in Cologne, but can also be agreed as another location position, preferably in Berlin, Germany.
The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.

Req ID:  11745

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