Multi-Brand Solutions Manager

Design and implement digital guest and hotel products aligned with overall brand, loyalty and marketing strategies. Work closely with cross-functional teams to execute digital initiatives on behalf of marketing and brands. Serve as chief evangelist for assigned digital solutions across the business. Consult with key marketing stakeholders to identify the key “moments of truth” along the customer journey and determine how to best deliver a digital experience consistent with holistic marketing goals and promise, spanning from strategy design and conceptualization to implementation and successful hotel sustainment. Support in delivering any P&T programs to hotels via scaled multi-brand solutions. 

Your Day to Day

• Partner with Product & Technology and Marketing on cross-organizational ideation to define ideal GX through the creation of guest experience flows, conceptual designs, wireframes, and journey maps in order to produce a clear point of view for the organization on how to engage guests and colleagues through compelling digital experiences. Manage internal groups, external vendors and agencies where necessary.
• Serve as the marketing organization’s key point of contact for understanding and communicating progress on large-scale, strategic cross-enterprise digital programs that may impact guest or colleague experience (e.g. IHG App, Concerto, GRS, Payments, Salesforce CRM, or other initiatives.). Serve as the voice of customer, brand teams, and guest throughout program delivery.
• Define strategic objectives for appropriate digital engagement opportunities related to new or repositioned services, products or programs (e.g. new brands, Loyalty program evolutions, etc.). Develop the corresponding tactical initiatives to achieve those objectives or identify appropriate connections to in-flight initiatives.
• Review and analyze market and industry data to understand emerging technology and digital trends
• Effectively communicate and mobilize with Marketing and regional stakeholders, Hotel Operations, Product Teams, Technology Teams and hotels. Serve as primary marketing contact for strategic initiatives, answering questions and providing program information as needed.
• Design and/or review programs and executions designed by others. Programs are implemented with franchisees, hotel staff, Area Managers, and/or Regional Trainers to impact service levels and/or product initiatives at the hotel.
• Work across upper management, global/regional operators, and hotels to gain support and input into service and product initiatives, communicating program successes, issues, changes, etc.

What we need from you

• Bachelor's or master’s degree in business management, Marketing, UX Design, or an equivalent combination of education and work related experience
• 5-8 years in hospitality, consumer marketing, or digital marketing sector, preferably within a large multi-national company.
• Demonstrated work related experience in creation and delivery of digital solutions with a focus on customer experience or marketing
• Strong experience working well in cross functional environment with global partnerships
• Strong thought leadership, interpersonal and communication skills
• Demonstrated project management experience in organizing, planning and executing projects from conception through implementation.
• Demonstrated knowledge and understanding in the areas of consumer engagement, multi-brand marketing, and digital experience design
• Demonstrated experience in hands-on creation and delivery of digital solutions, including knowledge of iterative delivery models and customer-centric design thinking principles
• In depth knowledge of hotel operations, including solid understanding of key metrics within the hotel industry.
• Experience in managing logistically complex programs with both business and technical stakeholders
• Familiarity with guest-facing and hotel colleague-facing systems, including Property Management System, Service Optimization tools, Point of Sale system, In-Room Televisions & Technology, User-facing Mobile Apps highly desired

Location - Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business. 

The salary range for this role is $105,000 to $110,000.   This role is also eligible for bonus pay.  We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees. 

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