Marketing and Guest Experience Director

Marketing and Guest Experience Director

Company Name Confidential
Makkah Al Mukarramah Dubai
15 - 20 Years
Not Specified

Job Description


- Planning & Implementation: Country lead on brand marketing & communication plans development and implementation. Own the brand roadmap and ensure that key stakeholders such as operations, revenue management and HR are involved, clear on planning and deadlines are met.
- Brand Awareness/Communication: Country lead on brand campaign and tactical campaign content rollout across paid, earned and owned channels.
-Brand Experience/Product/Quality: Manage and communicate new brand product and service rollout, regional brand owner and champion. Aligned to brand experience roadmap – enrich brand pillars and identifiers. Ensure consistent delivery of design, product and services and guest touchpoints through up-to-date brand DNA, Toolkits and ongoing communication. Monitor and take action to ensure quality.
- Responsible for the relationship between marketing and /managed/franchise hotels and briefing hotels marketing team accordingly.
-Have full understanding of the guest by mapping out the guest journey. The aim is to improve guest satisfaction in hotels.
Have full visibility on the guest feedback and satisfactions including online reputation metrics.
-Define a plan on improvement with service, team member engagement or capital investments, to make sure hotels deliver at best of their possibilities and monitor the results of the implementations.
-Build a CX scorecard to be used to measure progress. The scorecard has to include all relevant KPIs from NPS to guest satisfaction.
-Define and confirm the key guest segmentation in an actionable manner. Define key drivers and spending behaviors.
-Listen to our guests: this includes qualitative and quantitative research to better understand the pain points of the guest and the friction points.
-Monitor and stimulate how guests talk about their improved guest experience and improve the online reputation scores of the hotels which has to substantially contribute to an increased RGI index. 

QUALIFICATION :
• Engaging and a good team player
• Customer-centricity
• Extremely digitally savvy and aware
• Creative and innovative thinking (solutions driven)
• Strong Communication skills
• Business Acumen
• Innovation driven (High performing)
• Bachelor’s degree (Master’s degree or above preferred) in a quantitative field (business, math, economics, finance, statistics, science, engineering, etc.)
• 5+ years of experience in Marketing and Customer Experience within the travel/hospitality industries or related
• Knowledgeable of hotel technology (PMS, POS, Channel Manager, GDS, CRS, Extranets, Revenue Management systems, etc.), and hospitality third party data a plus
• Certifications / experience in statistics, data mining, data science or machine learning a plus

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