All you need to know this week about loyalty & CX: GLO @Arabian Travel Market • ANA • Etihad • Qatar Airways • oneworld • Delta • Emirates • Air Arabia • Wizz Air • Saudia • Alaska Air • Easyjet • Qantas • Vistara • Hyatt • Expedia • Wyndham • Choice Hotels • Marriott • Hilton • Rotana • Expedia • Avani • OYO • 7-Eleven • Walmart • Tesco • Costa Coffee • Shopify • Carrefour • Netflix • BP • Reports • Jobs & Careers.
GLOGLO Featured:
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GLO to host a loyalty panel on “Emotional Loyalty & Experiences” (Future stage). 2024 ATM is the largest regional event for travel and hospitality. GLO Loyalty panel will focus on: Why emotional loyalty is key to grow devoted customers? • Use of personalization, sense of community, customer service, memorable experiences, & aligning with customer values as strategies to achieve emotional loyalty • Measuring emotional loyalty • Case studies.
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Airlines & Alliances:
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ANA to Offer New Japanese Sake and Shochu Selection Onboard and at ANA Lounges Starting March 1, ANA will introduce a refreshed selection of Japanese sake and shochu for onboard and ANA lounge service.・The new offering will include a total of 62 options, including some popular brands from the current selection.
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Qatar Airways is growing its sport sponsorship portfolio as the Official Airline Partner and Title Partner of the Qatar Airways Qatar 1812 Km FIA World Endurance Championship.
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Air Arabia’s announces record profits and routes expansion Air Arabia delivers record 2023 net profit of AED 1.5 billion, up 27% • Remarkable full year performance achieving 14% increase in turnover to AED 6 billion; and 31% increase in number of passengers carried to 16.7 million. • Group’s BoD’s proposes a cash dividend distribution of 20 fils per share.
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Wizz Air launches #LETSGETLOSTWITHWIZZ: Win a trip of a lifetime to a mystery destination As part of its #LetsGetLostwithWIZZ campaign, Wizz Air will charter a flight to an unknown destination this March. Adventure-seeking travellers will get the chance to win a coveted spot on this ultimate mystery getaway via Wizz Air’s Instagram page. 35 lucky winners will be chosen for a 4-day all-expenses-paid holiday to remember
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New, modern shopping and restaurant offerings will be created on an area of 70,000 m² featuring Austrian and international premium brands, spacious leisure areas and new, exclusive lounges. 18 new bus gates and a state-of-the-art security checkpoint will also be added. Extension scheduled to commence operations in 2027.
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ANA Airlines: BEAMS Shop Grand Opening in the Virtual Travel Platform “ANA GranWhale” To celebrate this event, a campaign is being held to win a
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Southwest Airlines Co. returns as the Official Airline of Luck Reunion The continued Southwest Airlines® and Luck partnership marks both brands’ commitment to the music community and elevating Artists On The Rise.
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Saudia named Best Brand Ranking in Saudi Arabia by YouGov Saudia’s consistent top ranking aligns with its dedication to meeting and exceeding customer expectations. It also reaffirms the airline’s mission to serve as the Wings of Vision 2030, connecting guests from over 100 destinations across four continents.
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Luxury Meets Speed: Qatar Airways Holidays Launch Fan Packages for the Formula 1® 2024 Season The packages allow fans travelling from more than 40 countries to be up-close to high-octane action and enjoy unique experiences.›
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Emirates Celebrates Milestone: Three Million Passengers on Prague-Dubai Route The milestone traveller had booked Economy class tickets for his trip with his partner from Prague to Sydney via Emirates’ Dubai hub for Valentine’s Day, and were both surprised at the Václav Havel Airport Prague (PRG) on the departure day with a complimentary upgrade to Business Class for their entire journey, in addition to iconic gifts from Emirates’ official store and exclusive vouchers for various products and services.
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Alaska Airlines adds exclusively brewed beer in unique can to premium beverage line-up Two beloved Pacific Northwest brands come together to create the ‘Cloud Cruiser,’ a co-branded IPA now being served 30k feet in the air and in select lounges.
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Etihad Airways unveils luxury new amenities for guests in all cabins Bringing the refined elegance of Giorgio Armani together with Etihad’s renowned Emirati hospitality will deliver an unparalleled inflight experience for guests flying in The Residence, First and Business class.
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easyJet announced as Official Airline of the Eurovision Song Contest The airline is set to fly thousands of Eurovision fans from across Europe travelling for the event which takes place this May.
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Qantas Group reports strong Q4 Qantas Loyalty expanded significantly during the half, adding more members to reach 15.8 million and adding several major program partners. Value of bookings via Qantas Hotels and Holidays increased by around 30 per cent compared with 1H23; TripADeal bookings grew by more than 60 per cent.
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Emirates scores its fourth Grand Slam – The Championships, Wimbledon Emirates has announced a multi-year partnership deal with The Championships, Wimbledon, becoming the Official Airline of one of the oldest tennis tournaments in the world. The partnership includes a multimillion-pound investment to support and promote purpose-driven social impact initiatives across the UK.
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Wizz Air celebrates 6 million passengers from London Gatwick The six millionth passenger was welcomed with a £200 voucher on a flight from Istanbul to London Gatwick.
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Etihad Guest to revamp loyalty program A new status tier and fewer miles needed for redemptions are the key highlights • Improved Etihad Guest programme puts customer rewards at the heart of every journey • First Middle East Airline to offer Custom Benefits letting members shape rewards to match their lifestyle •
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India’s Vistara launches annual campaign The Club Vistara campaign is open until 31 March 2024, offering members and Vistara flyers (post-enrolment) the chance to earn a bonus of up to 100,000 CV points (per transaction per eligible points transfer partner) when transferring bank/hotel reward points to CV points.
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John Mullen will join the Qantas Board from 1 July 2024 as Non-Executive Director and Chairman Elect, and will assume the role of Chairman ahead of the Company’s Annual General Meeting this October.
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oneworld’s first European lounge in Dutch capital promises to excite customers The oneworld® alliance has launched its first fully branded European lounge in Amsterdam, providing a sophisticated new space for travellers to unwind and rejuvenate before embarking on their journeys.
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Qantas is developing a new “flight reward product” Qantas is developing a new “flight reward product” aimed at increasing the availability of points-based seats for travelers, particularly closer to the departure date, addressing a common complaint among customers.
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Hotels & Hospitality:
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Bahrain re-launches India partnership after COVID Taking place at the Jio World Convention Centre in Mumbai from February 8 to 10, 2024, Bahrain’s representatives actively engaged with the Indian market, focusing on enhancing the MICE, wedding, and leisure segments.
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Wyndham hotels & resorts reports 4Q23 results with record openings, retention and system growth. Increases Quarterly Dividend by 9%. Reiterates Full-Year 2024 Outlook
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Choice Hotels International Reports Fourth Quarter And Full-Year 2023 Results “We significantly expanded our rewards program, increased our geographic reach, unlocked new value through our platform capabilities, and created step function growth through the rapid completion of the Radisson Americas’ integration,” said Patrick Pacious, President and Chief Executive Officer.
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Marriott Bonvoy celebrates passion of sports fans with Game Day Rituals campaign and contest Fans could score big by entering for a chance to win an exclusive experience at the Women’s Final Four Weekend in Cleveland, Ohio, with Women’s College Basketball coach Sydney Carter.
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Home2 Suites by Hilton Set to Make Debut in Western Europe One of Hilton’s fastest growing brands to open in Dublin city centre in 2025.
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Rotana announces Philip Barnes as new Chief Executive Officer Completing almost 25 years as part of Fairmont Hotels & Resorts, Barnes held several senior leadership positions worldwide, including Canada, the United Kingdom, and the United States of America. Most recently, he held the role of Regional Vice President of Southern California (2020 – 2022). Previously, he also worked with leading hospitality brands such as Four Seasons Hotels & Resorts and Shangri La Hotels & Resorts among others.
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The appointments of Alfonso Paredes and Greg Schulze reflect Expedia Group’s ongoing commitment to fostering talent from within and empowering teams to drive innovation and growth.
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McLaren Racing Announces Multi‑Year Extension to Long‑Standing Hilton Partnership This year, Hilton and McLaren are gearing up to create even more exclusive access and content across the racing calendar, including the signature “Join the Team” experience that puts one lucky Hilton Honors member and their guest in a team kit and embedded in the garage for a race weekend.
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Avani Hotels & Resorts Celebrates International Women’s Day with Unique Travel Experiences Avani Hotels & Resorts salutes the women who inspire guests through their courage and creativity. Guests can join them on four transformational travel experiences, led by women who have carved their own paths in the worlds of ballet, craft beverages, weaving and gastronomy.
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Hilton Accelerates Expansion in the Caribbean and Latin America Hilton is poised for another breakthrough year in the region with 2024 expected to bring first in market openings across multiple brands, including the highly anticipated Waldorf Astoria Costa Rica Cacique and Zemi Miches All‑Inclusive Resort, Curio Collection by Hilton
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OYO Unveils Loyalty Program Inspired by Shark Tank OYO introduced Wizard Shark, a Limited-Edition Loyalty Program, following CEO Ritesh Agarwal’s appearance on Shark Tank India recently.
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Retail, E-commerce, F&B, Healthcare:
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The report analyzes the competitive landscape and offers information on several companies, including: Amazon.com Inc., Carrefour SA, Costco Wholesale Corp., EG Group, EH Booth and Co. Ltd., Farmfoods Ltd., Heron Foods Ltd., HOFER KG, Iceland Foods Ltd., Lidl US LLC, Marks and Spencer Plc, National Coop Grocers, Ocado Retail Ltd., PROUDFOOT SUPERMARKETS, SPAR (UK) Ltd., Tesco Plc, Waitrose Ltd., Wm Morrison Supermarkets Ltd., McCormick and Co. Inc., B and M Retail Ltd.
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Abans launches redesigned loyalty program The refined MyAbans Loyalty Program introduces a new standard of exclusivity and rewards, inviting customers to explore the best of Abans while relishing personalised benefits and discounts.
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Kona Gold Beverages, Inc. Unveils Exciting Rebranding: Introducing HighDrate D9 Seltzer Drink Line Recognising the significance of this consumer loyalty, the company’s new management team has made the strategic decision to preserve and revitalise the line.
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7-Eleven, Inc. Gives 7Rewards, Speedy Rewards Customers the Chance to Win Concert Tickets for a Year Loyalty members can enter to win by purchasing participating products at 7-Eleven, Speedway and Stripes stores.
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Tesco launches new media partnership with Vauxhall Motors Tesco has initiated a fresh media collaboration with Vauxhall Motors, enabling the car manufacturer to promote its products through various channels within Tesco Media and Insight’s portfolio. This includes platforms such as social media, digital platforms, connected TV, in-store radio, and Tesco magazine.
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Asos appoints Anthony Ben Sadoun as a new executive vice-president of digital product Anthony Ben Sadoun has joined ASOS as the digital product executive, emphasizing the crucial importance of digital product and user experience for online retailers. His appointment as the new executive vice-president of digital product underscores the significance ASOS places on enhancing its digital offerings.
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Walmart’s robust sales in the 4Q 2023 were propelled by its omnichannel approach Walmart’s robust sales in the 4Q 2023 were propelled by its omnichannel approach, which the company noted as continuing to appeal to customers and contributing to substantial growth.
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Costa Coffee and Sainsbury’s to open cafes in supermarkets Costa Coffee and Sainsbury’s join forces to bring fantastic new cafe experience to UK supermarkets nationwide.
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Shopify 4Q 2023 results: strong results & technological innovation Shopify Inc. (NYSE, TSX: SHOP), a provider of essential internet infrastructure for commerce, announced today financial results for the quarter and year ended December 31, 2023. “2023 was an incredible year for both Shopify and our merchants. Our strong Q4 and annual results are a powerful testament to the progress we have made building fast, reliable, and unified software for merchants of all sizes,” said Harley Finkelstein, President of Shopify.
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Ecommerce giant Shopify strengthens EMEA team with appointment of new Director of partnerships Ecommerce giant Shopify has announced new leadership changes to its Europe, Middle East and Africa division as it aims to drive growth across the region. Emilie Benoit-Vernay is now director of partnerships for the region, after spending time as head of partnerships in Southern Europe.
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Tesco changes how it displays Clubcard prices after criticism Tesco will now show Clubcard Prices per unit alongside the total price in a move the grocer said it had been “planning to do for some time,” according to UK chief executive Jason Tarry.
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Carrefour Partners With Netflix To Test New Subscription Programme in France In this trial initiative, the French retailer will provide a 10% discount on all own-brand products, along with a Netflix Standard subscription featuring ads, priced at €5.99 per month without any long-term commitment. This marks the first instance of Netflix partnering with a major retailer to offer a subscription, as noted by the streaming service.
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Entertainment, Sport, Telecom & Social Media:
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Team Liquid Builds on Sui to Elevate Fan Experience Multiyear partnership with top professional esports organization to build loyalty platform on Sui and integrate marketing efforts to better connect with fans, further web3 gaming growth.
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Transport, Fuel Retail & Mobility:
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BP is strengthening its retail division BP is strengthening its retail division by recruiting David Phillpot, a former director at Marks and Spencer franchise, for a newly established position.
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Payments, Finance, Property & Insurance:
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Union Coop partners with Network International as its sole provider for digital payment services. The pioneering retail company based in the UAE will utilize Network International’s cutting-edge payment technology solutions to improve the overall shopping experience for its customers.
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Astra Tech emerges as largest fintech card Issuer in UAE Partnering with Mastercard, Astra Tech, a prominent consumer technology group, has successfully issued over 100,000 Botim Multi-Currency Cards, achieving this milestone in a remarkably short span since its launch and establishing a new standard in the market.
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Loyalty Technology, Solutions & Consulting:
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Bd-capital partners with TLC Worldwide TLC Worldwide has pioneered experience-led marketing and loyalty programmes for the world’s best-loved brands for over 30 years.
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Mitto and MoEngage Launch Strategic Customer Communications Partnership The partnership will optimise WhatsApp Business and SMS communication quality and cost-efficiency while elevating the customer experience. Mitto will now be part of the MoEngage Catalyst partner program that focuses on helping brands scale at speed.
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Business Leaders and Marketers Can Activate Their Own First-party Data, Gain a Unified View Across Sales and Marketing, and Say Goodbye to Third-party Data Reliance.
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Ansira Appoints Chip Crane As EVP, Business Development Crane joins the executive leadership team bringing a proven background in business development.
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Unified CX platform Locobuzz can now be integrated with Google My Business This strategic enhancement significantly bolsters Locobuzz’s commitment to empowering businesses in managing their online presence seamlessly, fostering direct customer engagement, and delivering exceptional experiences throughout their journey.
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Invixus Launches Customer Loyalty and Cryptocurrency Rewards Program The new customer loyalty program aims to engage and reward customers while revealing the commitment of Invixus for promoting meaningful connections in the digital age.
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MoEngage partners with Kaleyra To provide customized, multi-channel experiences To provide customized, multi-channel experiences worldwide using integrated WhatsApp and SMS functionalities seamlessly.
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Reports, Research, Insights & Opinions:
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Arrivia report: 2024 Travel Loyalty Outlook (1Q 24) Travel loyalty programs are prioritizing consumer value and business profitability for sustained success in the year ahead
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Customer Loyalty in Retail and Apparel Thematic Intelligence Report 2024 The report provides an overview of customer loyalty and its components, the leading companies, and the timeline of developments in customer loyalty. The report also details the relevant trends across technology, marcoeconomic, regulatory, and retail trends.
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‘Setmore publishes brand survey: ‘Grow your brand, not a marketplace’ ‘Grow your brand, not a marketplace’ — Online scheduling software Setmore launches a new initiative that champions brands and spotlights what sets them apart: Commissioned survey of 6,000 people—diving into how customers value their relationships with brands.
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Splash Releases 2024 Outlook on Events Report, Reveals Event Programming Ignites Revenue Growth New data reveals event-led growth strategies give marketers a competitive advantage in driving revenue, boosting brand visibility and increasing customer loyalty.
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E-Commerce Grows But Trust in Digital Channels is Uneven: Chubb Survey Consumers who shop on e-commerce platforms trust them more than the companies selling their goods through those digital channels, a new survey from Chubb reveals.
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NPS Prism reveals America’s customer loyalty leaders in its latest U.S. Benchmark Report NPS Prism, Bain & Company’s customer experience benchmarking service, shows USAA, T-Mobile, YouTube TV, and H-E-B are among the nation’s top-rated companies by their customers
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South Africa Loyalty Programs Market Report 2024-2028: A US$556.7 Million Market by 2028 The loyalty market in South Africa will continue to grow over the forecast period and is expected to record a CAGR of 9.7% during 2024-2028.
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Roughly 7 in 10 Americans surveyed say they are still concerned about rising prices for everyday purchases, down only slightly from summer 2022 (83%) – when inflation peaked at 9.1%
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Report: Marigold’s 2024 U.S. Consumer Trends Index 3 key takeaways: 1/ Economic optimism is growing, fueled largely by Millennials, and consumers are looking for more than just the lowest price. 2/ Brand loyalty is immensely valuable. Brands need to satisfy consumer desires in several key areas to maintain it. 3/ The consumer desire for personalization is clear.
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Jobs & Careers:
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Saks is hiring: AVP, Loyalty Strategy & Planning Location: New York, NY, USA. Click inside to apply.
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Chipotle Mexican Grill (USA) is hiring: Loyalty Manager Location: Newport Beach, CA, USA. Click inside to apply.
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SKIMS is hiring: Loyalty Program Director Location: Los Angeles, CA, USA. Click inside to apply.
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Expedia Group is hiring: Various positions Location: London, UK. Click inside to apply.
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Regal Hotels International is hiring: Assistant Loyalty Marketing Manager Location: Hong Kong. Click inside to apply
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Sonesta Hotels is hiring: Vice President of Loyalty, CRM and Partnerships Location: Newton, MA, USA. Click inside to apply.
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The Leading Hotels of the World is hiring: Sr. Manager, Loyalty Lifecycle Marketing Location: New York, NY, USA. Click inside to apply.
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Langham Hospitality Group is hiring: various positions in Loyalty and Partnerships Location: Hong Kong. Click inside to apply
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Norwegian Cruise Line Holdings Ltd. is hiring: Partnerships & Loyalty Senior Manager Location: Miami-Fort Lauderdale Area, USA. Click inside to apply.
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Harrods is hiring: Loyalty Marketing Manager Location: London, UK. Click inside to apply.
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Antavo is hiring: Customer Director (Remote) Location: Remote. Click inside to apply.
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