Loyalty and Partnerships Director

Organization- India Consultancy Private Limited

Summary

Position Summary

The Loyalty & Partnerships Director is responsible for driving the growth, activation and performance of World of Hyatt across India & SWA. The role supports member acquisition, engagement and retention by executing loyalty initiatives, hotel activation programmes, strategic partnerships and customer marketing activities that strengthen Hyatt's commercial performance and guest loyalty.

Working closely with Regional Loyalty, Brand Marketing, Integrated Marketing, Digital, Commercial Services and hotel teams, the position ensures World of Hyatt is effectively activated across the region while supporting hotels in delivering consistent member experience and maximising loyalty contribution to the business. The role also assists in identifying and managing strategic partnerships that enhance Hyatt's customer proposition and create incremental value for members and hotel owners.

Key Responsibilities:

Loyalty Programme Activation

• Execute the regional World of Hyatt strategy across India & SWA by implementing approved loyalty initiatives, campaigns and member engagement programmes.
• Support member acquisition, activation, retention and elite recognition initiatives that increase programme participation and direct revenue.
• Work closely with hotels to ensure consistent execution of loyalty programmes, member benefits and promotional campaigns.
• Assist in localising global loyalty initiatives to reflect regional market opportunities and customer preferences.
• Monitor programme adoption across hotels and recommend improvements to increase participation and member engagement.

Loyalty Performance & Business Insights

• Track key loyalty KPIs include enrolments, member contribution, room night penetration, elite member engagement and promotional performance.
• Analyse loyalty performance data to identify trends, opportunities and areas requiring improvement.
• Prepare regular performance dashboards and reports for regional leadership and hotel stakeholders.
• Support business reviews by translating loyalty insights into practical recommendations for hotels and commercial teams.
• Monitor competitive loyalty programmes and market developments to identify opportunities for Hyatt.

Hotel Engagement & Loyalty Capability

• Serve as the primary loyalty contact for hotels across India & SWA.
• Support hotels in implementing World of Hyatt initiatives, member promotions and operational best practices.
• Deliver training sessions and educational materials that improve hotel understanding of programme benefits, member recognition and loyalty performance.
• Develop hotel toolkits, communication guides and activation resources that support consistent programme execution.
• Work with Operations and Commercial teams to strengthen hotel engagement and accountability for loyalty performance.

Strategic Partnerships

• Support the development and execution of strategic partnerships that enhance the value proposition of World of Hyatt across India & SWA.
• Identify partnership opportunities with airlines, financial institutions, payment platforms, retail brands, travel companies and lifestyle organisations.
• Coordinate partnership activations, marketing campaigns and member offers in collaboration with internal and external stakeholders.
• Monitor partnership performance and recommend opportunities to improve customer engagement and commercial outcomes.
• Maintain strong working relationships with existing partners to ensure successful delivery of joint initiatives.

Member Marketing & Promotions

• Partner with Integrated Marketing, Digital and Brand Marketing teams to develop customer campaigns that promote World of Hyatt membership, offers and experiences.
• Support marketing initiatives that increase member acquisition, engagement and repeat stays.
• Ensure loyalty messaging is consistently integrated across customer communications and campaigns.
• Assist in developing promotional calendars aligned with commercial priorities, seasonal campaigns and hotel initiatives.
• Evaluate campaign performance and recommend optimisation opportunities.

Cross-functional Collaboration

• Collaborate with Brand Marketing, Integrated Marketing, Digital, Revenue Management, Commercial Services, Operations and hotel teams to integrate loyalty into commercial initiatives.
• Coordinate with Global Loyalty teams to implement programme updates, promotions and operational changes.
• Support regional and hotel leadership with loyalty insights, recommendations and project updates.
• Ensure effective communication across stakeholders to deliver a consistent member experience.

Project Management & Programme Delivery

• Coordinate regional loyalty projects from planning through implementation, ensuring timelines, deliverables and stakeholder expectations are met.
• Support the rollout of new programme initiatives, promotions, member benefits and operational enhancements.
• Track project progress, identifying risks and escalating issues where required.
• Maintain documentation, operating procedures and project plans for regional loyalty initiatives.
• Ensure initiatives are delivered efficiently and aligned with Hyatt standards.

Enterprise Leadership & Culture

• Champion Hyatt’s purpose, values, and leadership behaviors across all interactions and business activities.
• Foster a culture of collaboration, accountability, inclusivity, and performance excellence across India & SWA.
• Contribute as an enterprise leader by implementing regional strategy, organizational priorities, and long-term value creation.
• Ensure Hyatt’s expansion across India & SWA is ambitious, scalable, sustainable, and aligned with Hyatt’s reputation as a leading hospitality company.

Qualifications

Qualifications:

• 8–10 years of experience in Loyalty, CRM, Partnerships, Customer Marketing, Commercial Marketing or related disciplines.
• Experience in hospitality, travel, airlines, financial services, retail or consumer loyalty programmes is preferred.
• Experience managing customer engagement campaigns, promotions or partnership programmes.
• Strong understanding of loyalty programmes, customer lifecycle marketing and member engagement strategies.
• Experience working with cross-functional teams and external partners.
• Experience using customer data and performance metrics to support business decisions.
• Bachelor's degree in Marketing, Business Administration, Hospitality Management or a related discipline.
• Postgraduate qualification or MBA is advantageous but not essential.