Mandarin Oriental Hotel Group - Loyalty Program and Marketing Manager Candidate Pack 2022 - Global Executive Search

Mandarin Oriental Hotel Group
Loyalty Program and Marketing Manager
         Candidate Pack 2022

Mandarin Oriental Hotel Group
Loyalty Program and Marketing Manager
Candidate Pack – Monday, 17 January 2022

Executive Summary
Mandarin Oriental Hotel Group is an international hotel investment and management group with
luxury hotels, resorts and residences in sought-after destinations around the world. Having grown from
its Asian roots over 50 years ago into a global brand, the Group now operates 34 hotels and seven
residences in 24 countries and territories, with each property reflecting the Group’s oriental heritage and
unique sense of place.

Mandarin Oriental is seeking a Loyalty Program and Marketing Manager located in New York or
London, to lead the operations, enrolment and engagement of its Fans of M.O. programs as well as
drive enrolment and engagement. The successful candidate will have a combination of responsibilities
that include, but are not limited to, program and project management, marketing, strategy and customer
service (internal and external), among other duties, making it a crucial role for Mandarin Oriental’s
success.

The successful candidate will have prior experience in loyalty or guest recognition programs, familiarity
with loyalty KPI’s, project and stakeholder management skills and be someone who is a self-starter,
creative thinker and enjoys working in fast paced environments.

Mandarin Oriental Hotel Group is being assisted in this appointment process by the executive search
firm Society. To book a confidential conversation, email Jomar Mercado at jomar.mercado@society-
search.com or call +1 646 974 9014.
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The deadline for receipt of applications is midday EST on February 18 , 2022.

Organization
Mandarin Oriental Hotel Group is an international hotel investment and management group with
luxury hotels, resorts and residences in sought-after destinations around the world. Having grown from
its Asian roots over 50 years ago into a global brand, the Group now operates 34 hotels and seven
residences in 24 countries and territories, with each property reflecting the Group’s oriental heritage and
unique sense of place. Mandarin Oriental regularly receives international recognition and awards for
outstanding service and quality management and has a strong pipeline of hotels and residences under
development. The Group has equity interests in a number of its properties and adjusted net assets
worth approximately US$5.0 billion as of 30th June 2021

Mandarin Oriental continues to drive its reputation as an innovative leader in luxury hospitality, seeking
selective opportunities to expand the reach of the brand, with the aim to maximise profitability and long-
term shareholder value.

The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a
standard listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore.
Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the
activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.

Role Description
Mandarin Oriental is seeking a Loyalty Program and Marketing Manager for its guest recognition
program, Fans of M.O., to oversee operations, drive enrolment and engage members. We are looking
for an individual with strong project management and marketing acumen, to help evolve our program
with a customer-first approach to impact overall brand loyalty. The Program Manager will be highly
organized and comfortable in a fast-paced environment. They will be responsible for evaluating and
optimizing different program features, coordinating cross-functional teams of colleagues and vendors on
projects to continuously improve the program. The individual will have strong marketing and project
management skills which will be leveraged to coordinate and motivate internal teams, as well as
communicate directly with guests as a customer service contact. They will be great problem-solvers and
naturally creative, pragmatic, and collaborative.

Fans of M.O. launched in 2018 as Mandarin Oriental’s first guest recognition programs, providing
members with a wide variety of benefits to make their experiences even better. Members enjoy
complimentary wi-fi, a welcome amenity and exclusive offers at Mandarin Oriental hotels and
restaurants round the world. In addition, hotel guests who book on mandarinoriental.com can choose
two additional privileges such as daily breakfast, early check-in or a dining or spa credit. Whether
traveling or local, Fans of M.O. members can also take advantage of unique member experiences as well
as offers from luxury brand partners. Click here to visit the Fans of M.O. website.

Marketing
• Team with internal marketing teams to drive member acquisition, engagement and sales impact
  through effective communication channels (digital, social, advertising).
Commercial Delivery
• Define and link program KPIs to business outcomes, and conduct audits to confirm program is
  being delivered consistently and improved over time.
Program management
• Oversee program operations to provide optimal guest experience across channels and guest
  segments.
Guest Focus
• Map and evaluate various guest journey scenarios to optimize member experience;
• review guest feedback to influence program modifications and enhancements.
Project management
• Manage cross functional teams including internal and external partners to plan and deliver program
  delivery and enhancements.
Expert
• Build awareness around the organization as the expert on Fans of M.O., maintain training materials
  for new hotels and colleagues, co-lead with monthly calls with operations to support hotels and
  solicit feedback, and create presentations as needed.

Reporting
• Analyze performance, assist VP Guest Engagement on forecasting and annual budgeting.
Customer Service
• Manage customer enquiries and business resolution.
Ambassador
• Be an ambassador for Mandarin Oriental’s customer-first approach

Person Specification
The successful candidate will be expected to demonstrate evidence of the following skills, capabilities
and experience:

• experience in a guest recognition or loyalty program role with a demonstrable track record in project
  management delivering results and improving guest experience;
• a working knowledge of loyalty program KPIs including exposure or experience overseeing a budget;
• proficiency in Microsoft Office tools including Microsoft Excel, pivot tables, charts and statistics;
• strong project and stakeholder management skills;
• creative problem-solving skills, with an ability to think outside of the box;
• comfort working in an agile and constantly evolving environment;
• self-starter with the ability to set direction and execute;
• fluent English.

Appointment Details and How to Apply
Mandarin Oriental Hotel Group is being assisted in this appointment process by the executive search
firm Society.

Applications should consist of:

1 a concise covering letter (ideally no longer than two pages), addressing the criteria in the Person
  Specification;
2 an up-to-date curriculum vitae;
3 names and contact details of three referees (although referees will only be approached at the final
  stage of the process, and only with your express permission).

General advice on how to write a strong CV and a strong covering letter can be found on our website.

To upload your documents via Society’s website, click here.
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The deadline for receipt of applications is midday EST on February 18 , 2022.

Shortlisted candidates will be required to provide a case study prior to being invited to interview.
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Invitations to interview will start from February 22 , 2022.

Mandarin Oriental Hotel Group is offering a base salary of US$65,000 – $70,000/GBP40,000 based on
experience and skills, plus other benefits included in the compensation package.

An appointment will be made subject to receipt of satisfactory references. The appointed candidate will
be offered a salary that is commensurate with their experience and the seniority of their new role.