Michael Mays Email & Phone Number

Atlanta, Georgia, Us

Responsible leading Loyalty Partnerships portfolio-wide Strategy and Operations for the Enterprise, Partners, and Vendors beyond the flight across: Customer Engagement & Loyalty, Marketing, Digital, and Technology. Partnerships including: Starbucks, Lyft, American Express, Car Rental (Hertz, Avis, Enterprise), Airbnb, Ticketmaster, etc. Successes include: • Design of industry-first holistic centralized loyalty program & platform for SkyMiles member engagement, redemption, marketing, and partnership engagement. • Next-gen loyalty, marketing, promotional, and delivery strategy delivering 10x traffic and 30% uplift in engagement. Re-design of Delta's white-label Loyalty program/platform strategy, management & delivery:• SkyMiles Experiences (w/ FIMI group & Points.com) - Member experiential engagement • SkyMiles Shopping (w/ Cartera via affiliate marketing) - Earn Miles for Shopping in Retail Space • SkyMiles Dining (w/ Rewards Network) - Earn Miles for Dining w/ a network of RestaurantLead day-to-day for Loyalty Partnerships portfolio-wide: Customer Loyalty Experience & Engagement, Strategy, Marketing, Program & Platform management, Earn & Redemption strategy, new Partner integration, Omni-channel campaign marketing, Revenue Management & Forecasting, and Performance Management & Reporting.

Senior leader of firm specializing in developing innovative solutions, designing business strategy, and improving operations for companies and executive teams facing challenges in Sales & Marketing, Operations, and Technology. Experienced leading large-scale global innovation ($300 million) and cross-functional teams of hundreds for companies grossing over $25 billion in revenue.

Windsor, Berkshire, Gb

Central role reporting to global executive leadership (C-suite) responsible for leading strategy, planning, implementation, and operations of the company's global priorities & functions across all major business organizations including Commercial (Sales & Marketing), Operations, and Technology. Examples of leadership from strategy to implementation include: annual business strategy & planning, next-generation technology & platforms, organization & operational changes, new brands, marketing campaigns, loyalty programs, sales delivery, CRM, digital platforms, e-Commerce initiatives, and revenue management systems & processes.Also, led Global Transformation including organizational interaction & changes, E2E innovation process & systems from insights & design through implementation across the business w/ support & ROI.

Windsor, Berkshire, Gb

Led modernization of hotel initiative development & implementation which increased ROI and Speed-to-Market while improving Operational Efficiency, Strategic Alignment, Quality, Budget, Standards, Legal & Comms / Training (Change & Project Management) with high-quality testing & results before delivery. Managed an annual pipeline of around 100 initiatives. Led strategy, operational design & implementation of initiatives across functions for the Americas across Technology, Brands, Marketing, Sales, Loyalty, Operations, Strategy, Revenue Management, Finance, Risk Management, Quality, Owner Relations, HR, & Training. Led Chief Operating Officer (COO) Briefing and initiative communications as well as full review & rewrite of all tools, standards, & budget guidance across IHG (and brands).Led and responsible for design of the senior governing body for initiatives & key priorities for the Americas region.

Windsor, Berkshire, Gb

Led development of first ever remote General Manager Onboarding program – 1:1 evaluation of hotel current operational state, management & improvement of Operations, and then paired with GM training of key IHG systems, best practices, processes, and standards – customized for each hotel.Led development of crisis management, incident response, and communications across corporate & hotel stakeholders - then led response to major global & regional incidents.Led deployments, on-boarding, and operating procedure development for Operations Support & field support teams.

Responsible for leading nationally recognized (Travel Channel & Trip Advisor), award winning, high-performing resort with top-tier revenue & profit generation with exceptional customer experience in spite of small market conditions. Prior to responsibility for all operations, led Front Desk, Food & Beverage, Reservations, Revenue Management, Sales, Marketing, Housekeeping, Security & Loss Prevention.