Assistant Manager, Loyalty Operations & Customer Support

At Kempinski, we don't just offer stays; we curate moments. As a hospitality organization, anchored in a legacy of elegance and a pioneering spirit, we have grown into a collection of iconic hotels and resorts around the world, each a landmark in its own right. From grand palaces steeped in history to contemporary masterpieces of design, Kempinski is where impeccable service meets authentic local experiences.
We empower our people to be artisans of hospitality, fostering an environment where passion is nurtured, individuality is celebrated, and every detail is thoughtfully considered. Joining Kempinski means becoming part of a family that is dedicated to creating memories that last a lifetime for our guests, and a fulfilling and enriching career for our team.
If you are driven by excellence, inspired by the art of hospitality, and seek to contribute to a legacy of luxury, we invite you to explore the exceptional opportunities that await you at Kempinski Hotels. We invite you to be part of our story.

The Assistant Manager, Loyalty Operations & Customer Support is in charge of the full administration, execution, evaluation, performance and the continued development of the loyalty programme. As the key operational expert of the programme, the Assistant Manager, Loyalty Operations & Customer Support is the central point for the successful execution, continuous development and training of the KEMPINSKI DISCOVERY loyalty programme while setting the course for the company to increase customer retention, improved guest experience, and to drive profitable and to optimise revenues, through operational excellence and customer support.
The responsibilities including following areas:

• Daily support for hotels’ loyalty queries and member requests.
• Handling customer feedback, requests and complaints.
• Guest satisfaction monitoring & hotel follow up
• Ensuring complex loyalty-related enquiries are resolved efficiently.
• Oversee database (GI, OC, DL, OCC) of guest profiles and maintain the quality of data.
• Maintaining and improving loyalty system behaviour and data flow in cooperation with HIS team.
• Quality control, SOP and E! Training creation in cooperation with the Quality & Operations team
• Continued development and improvement of KEMPINSKI DISCOVERY and all related systems
• Control hotel content quality on ghadiscovery.com
• Global my.gha.com user and application management administration
• Supporting process enhancements, updating FAQs, and preparing for rollout phases with the wider
  team.
•  Overseeing hotel content quality on ghadiscovery.com to ensure brand alignment and accuracy.
• Managing CMS content approvals and supporting hotels in maintaining standards.
• Creating and distributing hotel performance reports, supporting the analysis and evaluation of hotel
  KPIs.
• Loyalty related billing reviews and financial reporting.
• Overseeing KEMPINSKI PRIVATE CONGIERGE and KEMPINSKI DISCOVERY Red.
•  Stakeholder management and key contact with GHA (Global Hotel Alliance)
• Assisting with strategic insights based on hotel data and overall loyalty performance.
• Creating hotel competitions and incentive programs to drive engagement.
• Delivering onboardings and training workshops to hotels and internal teams.
• Acting as a point of reference for knowledge, best practices, and brand standards.
•  Ensuring a successful implementation and continued development of the programme
•  Coordination between all departments and stakeholders
• Creation, development and testing of all procedures within a demo hotel in cooperation with on
  property colleagues
• Complete audits and maintenance of the loyalty branding requirements
• Enhance, improve and simplify member journeys, online and offline