We’re seeking a detail-oriented, hands-on Customer Engagement Program Manager to support the development and execution of customer-facing engagement initiatives that drive loyalty, retention, and brand value. This role is responsible for creating, testing, and managing engagement and promotional offers. The ideal candidate is organized, detail-oriented, accountable and passionate about the customer experience.
Join us at Omni Hotels & Resorts, where your passion for hospitality can flourish, and you can make a difference in the lives of our guests and your fellow team members. Be part of a family that values excellence, teamwork, and innovation!
Perks
- Competitive salary
- Comprehensive health benefits package
- 401(k) retirement plan with employer match
- Professional development and training opportunities
- Dynamic and inclusive company culture with opportunities for growth and advancement
This position is fully in-office Monday - Friday and is based in Dallas, TX at the Omni Corporate Office.
Offer Management
- Responsible for Select Guest program management using Opera and future loyalty platform capabilities including Omni Credit earning, Tier Management and more.
- Create and manage unique, single-use promotional codes via P3 or similar platforms that support campaigns in owned channels (email, SMS, social).
- Design, test, and manage brand-wide Select Guest offers (e.g., triple occupancy credits during seasonal campaigns).
- Ensure flawless execution and tracking of promotions and offers that support enhanced segmentation strategies through CDP with Opera and future loyalty platforms.
- Collaborate with vendors for setup, QA, reporting, and optimization.
Loyalty Partnership Engagement
- Support Loyalty Partnerships including but not limited to:
- Select Pro, Select Business
- Founders Card
- Golf/Social Memberships
- PGA of America,
- Avis
- American Airlines
- Mesa
- Dallas Cowboys
- Execution of Loyalty Partnership benefits:
- Program tier rule creation and testing
- Omni Credit currency conversions
- Testing for new integrations
- Billing management, where applicable
- Manage partner deliverables, timelines, and performance metrics.
Gift Card Operations
- Oversee end-to-end gift card lifecycle, including:
- Design and release of new faceplates
- Vendor testing of targeted campaigns and seasonal gift card promotions
- Identify and test new channels or methods for distribution and redemption.
Qualifications
- Bachelor’s degree in Marketing, Business, or related field preferred.
- 3-5 years of experience in customer engagement, loyalty, CRM, or related marketing roles.
- Experience with Opera (or equivalent hospitality/retail systems) strongly preferred.
- Strong internal/external partnership collaboration skills.
- Excellent organizational and project management skills.
- Accountable and hard-working.
- Experience in Vendor Management a plus.
