Gift Card Program Manager

The Gift Card Program Manager is responsible for overseeing and managing the day-to-day operations of the gift card program at Auberge Resorts Collection. This position serves as a liaison between guest relations, vendors, hotels, and ARC finance, ensuring the smooth functioning of all gift card-related activities. The role requires proactive problem-solving, excellent communication skills, and the ability to work with multiple stakeholders to ensure the program's success.Key ResponsibilitiesGuest RelationsQuery Resolution: Review and resolve all gift card purchaser inquiries through coordination with the gift card vendor, credit card processor, or the hotel involved.Lost or Stolen Cards: Assist guests in handling lost or stolen gift card issues by investigating and providing solutions in a timely manner.Vendor RelationsVendor Communication: Maintain an ongoing relationship with the gift card vendor, ensuring effective communication and issue resolution.Fulfillment Issues: Monitor, address, and resolve fulfillment-related problems with the vendor.Contract Compliance: Ensure that both Auberge Resorts Collection and the vendor are in compliance with all terms and conditions outlined in the vendor contract.Hotel RelationsEscalation Management: Act as the primary escalation point for unresolved queries or issues from hotels regarding gift cards.Inventory Management: Manage the reordering and distribution of gift cards to hotels as needed.Reporting: Provide hotels with daily sales and redemption figures for accurate accounting and balancing of gift card transactions.Monthly Invoicing: Calculate and determine monthly payments or invoicing for sales and redemptions at hotels.Education: Provide training and support to property team members on administration, sales, redemptions, etc. Gift Card Program ManagementSales & Redemptions: Ensure the timely collection, distribution, and tracking of all gift card sales and redemptions across the network.B2B Sales:  Handle all B2B sales and recording.Cash Management: Manage cash flow by investing idle gift card funds in approved, permitted investments.Breakage Calculations: Perform periodic calculations for breakage, identifying funds that are unlikely to be redeemed.Inventory Records: Maintain accurate records of all card stock and related inventory.Program Financial Management: Manage the program’s profit and loss (P&L), tracking statistics for sales, redemptions, breakage revenues, interest earned, shipping/handling fees, and all operational expenses, including labor, credit card commissions, shipping, fulfillment, and card stock.Website Maintenance: Ensure the gift card webpage is up-to-date and functions correctly for guests and internal stakeholders.ARC FinanceAccounting Coordination: Provide ARC Accounting with the necessary data for monthly invoice charges or credits.Invoice Auditing: Review and audit invoices from the gift card vendor for accuracy and resolve any discrepancies.Investing Guidance: Follow necessary directions for the investment activities of gift card funds to ensure compliance and maximization of returns.Account Reconciliation: Conduct monthly reconciliations of all gift card accounts to ensure accuracy and resolve any discrepancies.The Gift Card Program Manager role offers a base salary range of $85-95k plus an annual bonus as well as comprehensive medical, dental, vision and voluntary benefits, 401k employer match, employer paid life insurance and an employee assistance program and a team member hotel stay program.