Position Summary

The Director, Loyalty Operations & Performance, Asia Pacific is responsible for driving disciplined execution, operational excellence, and measurable performance of World of Hyatt across Asia Pacific, in support of the region’s loyalty strategy. This role leads the regional loyalty operations agenda, owns the performance management rhythm for key loyalty KPIs, and translates data, market insights, hotel feedback, and stakeholder input into practical actions that strengthen member engagement, benefit delivery, loyalty contribution, program differentiation, and program integrity.

As a regional Director and strategic business partner, you will proactively identify opportunities to elevate the position and impact of World of Hyatt across members, hotels, owners, brands, commercial teams, operations partners, and regional and global leadership. You will develop clear, data-informed business cases and stakeholder-ready recommendations that support prioritization, investment consideration, operational change, and stronger advocacy for the program across the region.

You will lead direct and/or indirect teams, influence cross-functional and matrixed teams, and build trusted relationships with hotels, owners, senior leaders, global teams, commercial stakeholders, operations partners, and market teams to align priorities, support effective decision-making, and deliver consistent, high-quality member experiences across the region.

Position Responsibilities / Essential Functions

Loyalty Operations, Program Governance & Execution

• Lead the regional loyalty operations agenda for World of Hyatt across Asia Pacific, ensuring disciplined execution of program priorities, member benefits, program integrity, terms and conditions, special requests, and operational processes.
• Oversee regional processes related to member benefits, annual category and compensation activities, bonus points and operational budget reporting, and loyalty-related policy or process implementation.
• Establish clear governance, decision sequencing, escalation paths, roles, timelines, and operating rhythms to support consistent execution across markets, hotels, and functions.
• Partner with Global Loyalty and regional stakeholders to localize and operationalize program initiatives while ensuring alignment with enterprise standards and regional/market business needs.
• Ensure loyalty operations are delivered with accuracy, appropriate verification, sound judgment, and clear stakeholder alignment before internal or external positioning is finalized.

Loyalty Performance, Analytics & Business Insights

• Own the ASPAC loyalty performance management rhythm, including regular review of key loyalty KPIs such as room-night penetration, enrollment share, engagement, activation, retention, elite member experience delivery, and loyalty room-night contribution.
• Translate loyalty performance data, member behavior, hotel diagnostics, market trends, and operational feedback into clear business insights and action plans for markets, hotels, brands, and regional leadership.
• Identify performance gaps and growth opportunities across markets, segments, channels, brands, and hotel types, and recommend targeted actions to improve loyalty contribution and member engagement.
• Develop performance narratives, scorecards, executive updates, and stakeholder-ready materials that connect data to business impact and practical action.
• Monitor loyalty market and industry trends to identify implications, opportunities, and risks for World of Hyatt in ASPAC.

Strategic Opportunity Development & Business Cases

• Proactively identify regional opportunities to strengthen the commercial, operational, and experiential impact of World of Hyatt across ASPAC.
• Identify opportunities to strengthen World of Hyatt’s differentiation in ASPAC, ensuring business cases and recommendations clearly articulate how proposed initiatives enhance the program’s value proposition, competitive relevance, and business impact for members, hotels, owners, brands, and commercial stakeholders.
• Develop data-led business cases, strategic recommendations, and decision materials that demonstrate value for members, hotels, owners, brands, commercial teams, operations partners, and regional and global leadership.
• Assess potential initiatives through a balanced view of member value, hotel impact, owner relevance, commercial return, operational feasibility, resource requirements, risks, trade-offs, and stakeholder implications.
• Influence prioritization and adoption of initiatives that elevate World of Hyatt positioning, deepen member engagement, strengthen hotel performance, and improve stakeholder advocacy.
• Partner with relevant teams to move approved opportunities from strategy to execution, with clear owners, milestones, performance measures, and communication plans.

Hotel Capability, Internal Advocacy & World of Hyatt Engagement

• Lead regional efforts to strengthen hotel and colleague capability in World of Hyatt, including internal advocacy, colleague training, hotel-facing communications, and engagement platforms.
• Lead and evolve the World of Hyatt Specialist Program and related hotel engagement initiatives to build program knowledge, accountability, recognition, and hotel-level ownership across the region.
• Partner with hotel support specialists, commercial teams, operations, learning, marketing, and brand stakeholders to support consistent member benefit delivery and stronger on-property program activation.
• Support hotel performance coaching and operational compliance by translating program expectations and KPI insights into practical, hotel-facing actions.
• Represent World of Hyatt in regional forums, hotel leadership discussions, colleague activations, and other internal platforms to strengthen awareness, understanding, and advocacy.

Multi-Workstream Project Leadership, Risk Management & Delivery

• Lead complex, multi-market and multi-workstream loyalty initiatives with clear objectives, workplans, owners, milestones, dependencies, risks, decision points, and success measures.
• Establish structured update cadences and reporting mechanisms that provide leadership and stakeholders with visibility into progress, risks, mitigation actions, and decisions needed.
• Proactively identify execution risks, delays, dependencies, or alignment gaps and propose mitigation or re-sequencing plans to preserve momentum and delivery quality.
• Coordinate across regional, market, hotel, and global teams to ensure initiatives remain on track and deliver measurable operational, commercial, and stakeholder impact.
• Ensure major communications, recommendations, and stakeholder positions are appropriately validated, aligned, and sequenced before circulation or external engagement.

Experiences

• 10+ years of experience in loyalty, hospitality, commercial strategy, operations, performance management, consumer marketing, CRM, analytics, or related roles.
• Strong experience leading loyalty or customer engagement programs, preferably within hospitality, travel, retail, financial services, or other consumer-facing industries.
• Experience leading regional operations, performance management, hotel or market activation, and cross-functional execution across complex stakeholder environments.
• Proven experience developing business cases, strategic recommendations, performance analysis, executive narratives, and commercially focused action plans.
• Experience managing or influencing senior stakeholders, hotel leaders, owners, commercial teams, operations partners, and global or regional functional teams.
• Experience leading teams directly and/or through matrixed, cross-functional structures.
• Experience working in a regional or global organization with diverse markets, cultures, and operating models is strongly preferred.
• ASPAC market experience and familiarity with hotel operations, owner dynamics, loyalty economics, and member experience delivery are strongly preferred.

Capabilities

• Strong strategic and commercial mindset, with the ability to identify opportunities, assess trade-offs, and connect loyalty initiatives to business outcomes for members, hotels, owners, brands, and Hyatt.
• Strong analytical capability and comfort working with loyalty KPIs, performance dashboards, member insights, market trends, operational diagnostics, forecasts, and business cases.
• Excellent communication, presentation, and writing skills, with the ability to translate complex program and performance topics into clear, compelling business narratives.
• Strong people leadership, coaching, stakeholder management, and relationship-building skills, with high emotional intelligence and sound judgment.
• Ability to influence without direct authority and align cross-functional stakeholders around shared priorities in a matrixed environment.
• Strong project leadership and execution discipline, with the ability to manage multiple workstreams, risks, dependencies, timelines, and decision points.
• Ability to engage effectively with hotels, owners, members, and senior stakeholders, communicating with professionalism, clarity, discretion, and confidence across a range of business matters.
• Ability to navigate diverse ASPAC market dynamics, hotel operating models, owner priorities, cultural nuances, and stakeholder expectations while maintaining regional consistency and program standards.

• Self-starter with strong ownership, organization, accuracy, and follow-through; able to operate independently at a Director level while demonstrating sound judgment in seeking input, alignment, or escalation when appropriate.

  
  

Other Requirements

• Bachelor's degree in Business, Marketing, Hospitality, Analytics, or a related field preferred.
• Fluent English required; additional Asian language capability is an advantage.
• Strong proficiency in Excel and PowerPoint; experience with loyalty, CRM, business intelligence, or performance reporting tools is preferred.
• Ability to travel across ASPAC and internationally as required.