Vice President, Multi-Brand Solutions, Guest Experience Shar…

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

This role provides the strategic direction of the Multi-Brand Solutions organization for all regions.

Leads the identification, development and delivery of large-scale multi-brand solutions that enhance the guest experience; and key brand & marketing activities that drive measurable contribution to brand health and revenue delivery. Directly accountable for multi-year experience agenda and activation activities for IHG Rewards Club (~$6B in loyalty revenue; 47% loyalty contribution), as well as all brands and all regions.

Responsible for strategic development and optimization of customer touchpoints throughout the guest experience while improving consistency and driving down cost. Work with the Partnership team to assess and execute on strategic growth initiatives and high value business ventures (e.g., partnerships/alliances, co-branding) that align with corporate, brand and loyalty to improve the guest experience. Acts in a thought leadership role to champion global integration and alignment with brand, hotel operations, FPS, and strategy and development teams. Ensures alignment between global initiatives and regional commercial goals. Additionally, ensures brand strategy and standards are adhered to in the development process (e.g., FAC), provides key support activities across brands to leverage our scale, and leads the Multi-Brand business planning process, ensuring alignment across all disciplines

• Develop the global strategy and drive increased speed and consistency of delivery of foundational brand experience resulting in significant improvement in both the overall guest experience and owner return.
• Develop a system of continuous improvement to ensure competitiveness, consistency and quality of the guest experience while driving incremental revenue to the property, owner/operator and IHG system.
• Utilize consumer insight, competitive analysis and system appetite to drive decisions and lead cross functional teams to create executable solutions.
• Responsible for the appropriate allocation of hotel funds to drive effective deployment of foundational brand experiences, next generation brand experiences while focusing on customer retention through our loyalty program.
• Primary owner point of contact for major brand innovation delivery questions – essentially a “hotline” for individuals to call with questions, concerns or education regarding the initiative. Represent IHG at owner councils and effectively position new initiatives to win owner support and adoption.
• Ensure high priority / high profile owners and deals related to major brand innovations are being treated with extra care and attention
• Establish strategic process and lead project delivery decisions, e.g. compliance, PIP, term length, contract negotitions and on-going vendor management.
• Own key stakeholder engagement, including global brand leaders, lolyalty, operations, procurement, design and construction to define and manage key cross-brand initiatives – includes business models and go-to-market strategies

Education – Bachelor’s or Master’s Degree in Brand Management, Marketing, Communications, or an equivalent combination of education and work-related experience

Experience – 15+ years in hospitality or other consumer-focused sector, preferably within a large multi-national company, with roles focused on sales & marketing, business development. Experience working in a franchise environment with an active Owners Association. Demonstrated strategic marketing, brand management, and extensive experience involving a marketing focus in a multi-brand environment.

Technical Skills

• Thorough and in-depth knowledge and experience of hotel operation
• Solid understanding of the key metrics within the hotel industry
• Extensive and credible appreciation of brand management
• Experience in third party agency management
• Excellent commercial skills
• Knowledge of procurement practices an advantage
• Experience in dealing with key stakeholders from board level to line colleagues
• Experience in managing logistically complex programs

Managerial skills

• Must be challenging and diplomatic
• A good ‘real world’ sensibility when applying strategic solutions
• Strong at tactical delivery with a good eye for detail
• High degree of credibility with operators and owners
• Able to influence those outside own reporting structure
• Commercially astute
• Responsive to demands from multiple stakeholder groups and able to understand and balance consumer, managerial and ownership perspectives
• High degree of personal drive and able to pursue own intuition and vision
• Able to apply creative methodologies and thinking to the tasks
• Hotel operational experience preferred
• Passionate advocate of branding the guest experience
• Ability to influence and lead projects to board level
• Strong communication skills, both written and verbal; articulate, persuasive & influential; systematic and timely
• Educated to Degree level with a further Marketing or MBA preferred

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve – click here to find out more about us.

IHG is an equal opportunity employer. Minorities/Females/Disabled/Veterans