Manager, CRM & Loyalty

The Manager, CRM & Loyalty owns the strategy, performance, and ongoing evolution of Red Roof's Loyalty Marketing Program and CRM efforts, with a focus on driving repeat stays, member engagement, and lifetime value. This role sets the direction for CRM and loyalty, leads key campaigns and initiatives, and is accountable for results. Day-to-day execution support is provided by a CRM Operations Specialist, allowing this role to balance hands‑on campaign leadership with higher-­level strategy, optimization, and performance ownership.

• Oversee and manage day-to-day loyalty marketing program, Redi Rewards, and its operations.
• Serve as the daily point-of-contact with key loyalty marketing vendors (loyalty platform,email platform, incentives, marketplace, consultant/s, designer/s, etc.)
• Ensure consistent brand loyalty message is integrated into all applicable marketing collateral/ communications
• Collaborate closely with colleagues in Marketing and across functions to support loyalty program goals for enrollment, engagement, retention, and satisfaction.
• Advise on appropriate loyalty marketing promotions to meet marketing goals
• Set up and oversee loyalty marketing promotions in Red Roof's loyalty marketing platform
• Monitor loyalty marketing program budget and provide monthly status updates
• Support the Marketing leader with quarterly and annual goal setting through performance analysis
• Prepare loyalty marketing campaign proposals, including presentations to leadership
• Monitor loyalty campaign performance, make adjustments as needed, and prepare campaign summary reports
• Collaborate with Analytics to prepare custom reports or evaluate performance more deeply
• Collaborate with Marketing colleagues on omnichannel campaign planning for loyalty promotions
• Collaborate with IT to troubleshoot loyalty platform issues as needed
• Collaborate with Distribution on member satisfaction practices and issue resolution
• Prepare and distribute internal communications and updates about loyalty marketing campaigns
• Stay informed on crm, loyalty marketing best practices, trends and case studies through industry webinars, conferences or education to serve as the loyalty marketing SME in Red Roof
• Stay informed on competitor crm and loyalty programs
• Evaluate vendors or new opportunities in loyalty marketing
• Manage special projects or initiatives for loyalty marketing as needed/requested
• Manage the brand's strategies for loyalty, brand awareness and sales support
• Collaborate closely with Email Marketing Manager to develop email marketing campaigns to meet loyalty marketing goals
• Manage multiple projects in a collaborative team environment where last minute changes and tight deadlines are critical to success.
• Review and oversee work to ensure it meets Red Roof brand and quality standards.
• Perform other duties as assigned.

• Experience in CRM, lifecycle, or loyalty marketing (hospitality industry preferred but not required)
• Experience owning CRM or loyalty campaigns and programs with measurable results
• Strong understanding of email marketing and customer segmentation
• Understanding and application of loyalty marketing best practices
• Excellent verbal and written communication skills are a must, with written fluency in American-style English. Writing samples will be required.
• Demonstrated problem solving and decision‑making skills
• Can demonstrate understanding of loyalty marketing practices, purpose, and how to employ in e‑commerce.
• Can read and interpret analytics reports and key performance indicators for loyalty marketing, email marketing, and e‑commerce KPIs.
• Bachelor's Degree in Liberal Arts, Business, Marketing, Public Relations,
• Communications OR equivalent work experience preferred.
• 7+ years…