Account Director, Global Luxury & Lifestyle, Central America & México

The Director Global Luxury & Lifestyle Global Sales is accountable for leading and directing IHG resources in the luxury & lifestyle segments that incorporate major Travel Management Companies with over USD1BN turnover, the Luxury Consortia, specialist entertainment companies and niche corporate agencies that focus on higher rated premium business and formulates the strategy to optimize account performance and strategic opportunities across IHG functions, regions, and luxury & lifestyle market segments. This position is also the ‘owner’ of the account relationship for IHG, engaging the account and IHG in all interactions (at all levels) related to our mutual business together, representing a 360 view of our account relationship. The Director will lead and engage IHG resources that include global account teams, regional sales leadership, hotel operations, global and regional functional groups (such as technology, multi-brand/brand, marketing, loyalty, procurement, partnerships / alliances) and senior management. The Luxury & Lifestyle Sales Accounts Director is responsible for account management, developing strategic account plans, QBRs, RFP’s, communicating brand differentiation through brand programs, agency events, roadshows, tradeshows, next-gen initiatives, B2B marking and other sales activity. This position explores general and specific needs of the accounts and delivers value propositions to the account which maximize returns to the client and IHG. The Director drives results from each account which contributes to the outperformance of the Luxury & Lifestyle team target.

Key Accountabilities

• Govern all business generating aspects of the account (how they buy from IHG and how we purchase from them). Oversee the development and implementation of 3-year strategic plans that achieve the desired results from the assigned accounts and segments.
• Lead account management to a deeper understanding of the client needs that could become competitive opportunities for IHG; use strategy, financial analysis, insight techniques, risk analysis and the offerings of IHG functions to deliver innovative solutions to strategic clients; have a keen understanding of business tradeoffs: what we should do and what we should not do.
• Direct and function well in a matrix organization where both direct and indirect reporting relationships are engaged and respected. The Luxury / Lifestyle Accounts are global in their remit and require leadership knowledgeable and respective of global and regional issues to derive the appropriate account strategy.
• Understand the competitive marketplace as well as the market dynamics that impact the assigned account portfolio, and interpret those into the appropriate strategic sales activities for IHG to remain at competitive advantage with the assigned accounts. Continuously report significant market dynamics to functional teams to assist with maintaining or improving performance.
• Drive the strategy for annual target setting by owning and executing the approach and socialization.
• Map and own the profile and characteristics of assigned Account’s key contacts and decision makers; develop strong relationships with all levels of the client organization to achieve breakthrough solutions which may require client senior management involvement for consideration and acceptance.
• Own Account’s reporting and analysis strategies for multiple audiences at the account and our internal stakeholders.
• Develop outstanding brand knowledge of IHG’s portfolio of world-class brands with even deeper understanding of the luxury lifestyle portfolio. Be confident and clear on what makes each brand special and unique to build an emotional connection with the buyer.
• Sell the benefits of IHG’s Luxury Lifestyle B2B Program and enroll qualified Premium Travel Agencies into the program based on an understanding of account potential and commitment to targets.
• Actively research from Account portfolio B2B opportunities in driving revenue, brand awareness and total account management.
• Understand the unique points of difference of the ‘halo’ hotels and resorts in each brand and can articulate their competitive advantage in the local market.
• Work closely with the Program Manager – Global Luxury & Lifestyle Sales to ensure that IHG hotels are highlighted in the agent’s educational material and regularly communicate (at least quarterly) new news such as signings, openings, new R&B etc.
• Manage IHG’s internal relationships to educate and achieve global and regional buy-in; provide customer feedback to the appropriate IHG functions that supports continuous improvement of products and services.
• Lead the executive sponsorship program for the account. Facilitate relationship development at senior levels between the client organization and IHG where the relationship serves or enables enhanced commercial performance.
• Lead and guide regional luxury sales specialists and hotel-based sales; deploy team resources to work the account to full engagement and influence in the global regions; assess resource needs in emerging markets.
• Enable sales opportunities with the luxury / lifestyle portfolio of hotels to advance the account growth strategy. Lead and execute global account coordination in activation of holistic account opportunity management strategy (working on the right deals with the greatest short- and long-term value to IHG.
• Organize IHG’s participation in key luxury trade shows ensuring an exceptional experience for buyers and IHG participants.
• Contribute to IHG’s Luxury & Lifestyle advisory board, hosting the board and acquiring new insights that positively impact growth opportunities.
• Oversee and manage coordination of RFP for hotels, business case strategy, strategic negotiations.
• Own all account information visibility in CRM system (IHG Javelin); govern quality of account information; manage groups and develop account pursuit strategies.
• Manage project and travel budgets responsibly by providing quarterly forecasts to the VP and Finance of all anticipated expenditure.
• Provide feedback to VP on market conditions, forecasts, and recommendations.

Key Skills & Experiences

Education -

Bachelor's or Master's Degree in Marketing, Management, Business, Hospitality or a relevant field of work, or an equivalent combination of education and work-related experience.

Experience -

15 plus years progressive work-related experience in the service industry with at least 3 years in multi-unit or corporate roles, as well as demonstrated mastery of technical and business knowledge and understanding of multiple disciplines/processes related to the position. Extensive sales experience is required, as well as client management experience among large corporations such as Fortune 100 or FTSE 100

Technical skills and Knowledge –

• The Director – Global Luxury & Lifestyle Sales can think beyond traditional ways of doing things by using the principles of strategy development and execution, as well as gaining insight that is the platform for the development of creative and innovative client solutions. The Director’s financial and commercial skills are sufficient to assess the impact of non-traditional approaches to gaining market share.
• Demonstrated experience in working in global markets, deep understanding of managing across a cultural teams and cultural client interactions.
• Demonstrated sales management experience in organizing, planning and executing large-scale sales segment plans from conception through implementation.
• Demonstrated effective verbal and written communication skills for providing information to clients, vendors, senior management and staff.
• Must be able to work effectively at board level in client companies, possess strong relationship management skills, and well-developed negotiating and persuading abilities.
• Demonstrated knowledge of hotels and hotel sales & marketing, business planning, etc., along with strong sales ability, sales management, problem solving and analytical skills.
• Demonstrated knowledge of competitors’ sales strategies, positions and initiatives.
• Demonstrate well-developed negotiating and persuading abilities.
• Demonstrate a strong commercial acumen and hold a high level understanding of operating in an owned managed and franchised environment.
• Experience with franchise organization or ownership constituencies is preferable. International experience or handling accounts with international scope is required.
• Demonstrated computer skills in MS Word, Excel, PowerPoint, social media, and using sales-related software.