Santosh Nair

WORK HISTORY

EDUCATION

SKILLS

ABOUT SANTOSH NAIR

I believe loyalty is not just a program—it is a system of experiences, behaviors, and trust built consistently at every guest touchpoint. With over 18 years in the hospitality industry, I bring a rare combination of deep operational grounding and strategic loyalty expertise to help brands drive meaningful, long-term guest relationships.Currently, I work with IHG Hotels & Resorts as Manager – Loyalty Performance Strategy (IMEA), where I focus on strengthening loyalty performance through data-led insights, guest engagement strategies, and close collaboration with regional and hotel teams. My work centers on translating loyalty marketing into measurable business outcomes, while keeping the guest experience at the core.Over the last 3+ years in loyalty, I have partnered with cross-functional stakeholders to improve enrollment quality, member satisfaction, and program effectiveness across diverse markets. Prior to IHG, I contributed to the APAC Radisson Rewards program at Radisson Hotel Group, gaining hands-on exposure to large-scale, multi-market loyalty execution.My foundation is built on 16 years in hotel operations, with leadership and frontline experience at ITC Hotels, Le Meridien, Radisson Blu, and Mahindra Holidays & Resorts. This operational lens allows me to design loyalty strategies that are not only aspirational but practical, executable, and hotel-friendly.I am particularly passionate about:Bridging the gap between brand strategy and on-property executionUsing loyalty as a lever for guest recognition, staff enablement, and revenue growthCreating scalable frameworks that work across mature and emerging marketsI continue to learn, share, and contribute to conversations around hospitality loyalty, guest experience, and performance strategy, with the belief that the strongest loyalty is built when people, process, and purpose align.