Customer Engagement Program Manager

Omni Hotels and Resorts creates genuine, authentic guest experiences at 60 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

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.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement
If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.