Program and Promotions Manager

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Job Summary

The Program and Promotions Manager is responsible for the day-to-day management of the end-to-end promotions process across Choice Privileges and related commercial programs. This includes promotion intake, configuration and implementation, stakeholder communication, and coordination of launch activities. The individual will serve a key role in the Promotions Governance team and coordinate with IT, Marketing, and Loyalty Operations to ensure that promotions are efficiently reviewed, prioritized, implemented, and tested for successful execution across all impacted Choice platforms.

NOTE:

This role is not eligible for Visa Sponsorship.

Responsibilities Promotions Governance (Intake)

• Create, refine, and manage an intake process for new promotions requests from the enterprise
• Run requests through a battery of acceptance criteria and through appropriate stakeholders
• Has a perspective on how promotion requests could drive business results and how to prioritize a queue of requests for value and sequencing

Loyalty Platform and Customer Data Platform Expertise (Execution)

• Understands how to translate enterprise-wide promotion requests into requirements for Customer Data Platform and promotions tool
• Firm understanding of data attributes, customer profiles, and capabilities across Customer Data Platform, Tally, and digital channels to drive business outcomes and field promotion related requests and questions from the enterprise
• Leverages the Customer Data Platform to create audience segments to leverage with promotions
• Validate offer eligibility rules, member segmentation, and data integrations across channels, including ensuring that requisite data and attributes, audience, and data are available within the Customer Data Platform
• Uses new promotions and coupon tool in conjunction with the Customer Data Platform to configure and setup promotions
• Keeps a standardized log of promotion test cases to ensure promotions are accurately configured before and after launch and are performing correctly in all Choice channels including web, mobile app, property systems, loyalty systems, partner integrations, and internal data sources and reporting
• Understands how to leverage data sources and tools to inform and execute test cases
• Document all test results and track post-launch issues through resolution
• Partner with QA, IT, and other platform owners to ensure quality and compliance standards are met before and after go-live

Promotions Lifecycle Management (Program Management and Launch)

• Maintains an accurate promotions backlog and calendar for requests and proactively communicates sequencing and changes to applicable stakeholders
• Serve as primary point of contact for day-to-day promotions operations and issue resolution
• Review requests for completeness, accuracy, and feasibility.
• Ensure visibility of promotion status through dashboards and data sources
• Lead coordination of launch activities across departments including Marketing, IT, and Customer Care

Performance Tracking & Optimization (Post Launch)

• Monitor active promotions for technical functionality and performance against goals
• Track engagement metrics, redemptions, and conversion rates post-launch
  
  Proactively identify and escape performance or configuration issues to appropriate teams and stakeholders
• Partner with Analytics to create standardized reporting and insights on promotion impact and ROI
• Recommend enhancements to improve promotion efficiency and effectiveness and develops a playbook of past performance to inform future promotion requests and prioritization

Cross-Functional Communication and Stakeholder Engagement

• Calendars a regular cadence of meetings to provide regular updates to stakeholders on best practices, tool capabilities, promotion status, testing outcomes, and launch readiness
• Prepare and deliver communications, presentations, and summaries for leadership and other teams
• Foster collaboration between marketing, IT, data, and loyalty teams to ensure alignment throughout the promotion lifecycle
• Lead or participate in post-launch review sessions to identify lessons learned…