Job Description

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

We are looking for a Manager, Loyalty Operations – France & Western Europe to join our team in Madrid.

Roles/Responsibilities:

1. Radisson Rewards Implementation across Hotels:

• Contribute to and oversee the development and implementation of loyalty program initiatives, monitoring progress through regular performance reporting and executive-level presentations.
• Deliver regular training sessions (both in-person and virtual) to ensure consistent and effective program execution, with a strong focus on member acquisition and benefit delivery.
• Foster and strengthen the Loyalty Champion community by driving engagement initiatives, including competitions and multi-channel communication (e.g., Teams, email, SharePoint).
• Ensure appropriate tools, processes, and controls are in place to mitigate and prevent potential fraud risks.
• Identify training needs and support the development of materials to enhance program delivery at the hotel level.
• Lead and manage ad hoc projects related to the development, enhancement, and growth of the Radisson Rewards program.

2. Stakeholder Engagement and Strategic Hotel visits:

• Act as a key liaison representing the loyalty function both internally and externally, building strong relationships with stakeholders (e.g., Front Office Managers, General Managers, Managing Directors) to drive alignment and support for loyalty initiatives.
• Champion the voice of the loyalty program across hotels, ensuring alignment with program objectives and delivery against defined targets.
• Monitor guest satisfaction and identify opportunities to enhance recognition and overall loyalty experience at the hotel level.
• Support the delivery of in-depth performance reporting and drive compliance with loyalty brand standards, revenue targets, enrollment goals, and quality metrics in close collaboration with cross-functional teams

3. Radisson Rewards Reporting & analytics for RHG Hotels:

• Support the operational management of the loyalty program, including hotel training, member enrollment, profile management, and points accrual and redemption processes.
• Assist senior leadership in defining and executing strategies to grow loyalty-driven revenue, increase member acquisition, and enhance member satisfaction through effective benefit delivery.
• Contribute to the development of annual targets and monitor monthly performance to ensure achievement of agreed loyalty objectives across RHG–LHG hotels.
• Drive full KPI achievement across all hotels, ensuring alignment with global strategy, particularly in enrollment growth and benefit delivery, while supporting improvements in systems and technical processes. Competencies & skills requirements
• Strong analytical, problem-solving, and interpersonal skills.
• Experience in hotel marketing, quality management, and/or the operational deployment of initiatives within a hotel environment is highly desirable.
• Understanding of loyalty program dynamics, including the use of loyalty currency and member data to influence customer behavior, is considered an asset.
• Demonstrated ability to work proactively, both independently and collaboratively within cross-functional teams.
• Proven capability to develop and deliver high-quality, senior leadership–ready presentations and materials.

Qualifications

• Minimum Education: Bachelor’s Degree, preferably in Marketing or Hotel Management
• Minimum experience: Minimum of 3+ years’ experience managing senior client or stakeholder relationships, with a proven ability to effectively engage and influence at all levels of an organization, including hotel teams.
• 3–5 years’ experience as a Subject Matter Expert (SME) or trainer, with the ability to deliver training and clearly communicate the functionality and value of the Radisson Rewards program to hotel stakeholders.
• Language skills: Fluent in French and English. Additional language(s) are a plus

Additional Information

Why Join Radisson Hotel Group?

Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life.

Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development—helping you reach your full potential.

Experience the Team Spirit - Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives.

Lead with Your Ambition - Your ideas, passion and drive matter! We empower you to make a difference—in hospitality, your community and beyond.

Enjoy Global & Local Perks - No matter where you’re located, you’ll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you’ll have access to local perks and rewards tailored to your country, making your experience even more rewarding!

Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide

Guaranteed minimum of 30% off for your Friends & Family

Exclusive Discounts on Breakfast, Food & Beverage, Spa and more

Join us in shaping the future of hospitality! If you’re ready to bring your talent, energy, and passion, we’d love to hear from you.

Apply now and let’s make every moment matter.

We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.