Own the global direction for brand design and guest experience within IHG’s Global Mainstream Brands and Guest Shared Services Organization.

Develop and execute the annual and multi-year plan for global brand design and guest experience, aligned to the global brand framework and top-down corporate plan; incorporate input from regions and key functions and adjust throughout the year as needed
Lead the creation and execution of strategic initiatives that define, implement, or embed brand design and/or guest experience initiatives to drive brand performance and optimize franchisee cost and/or ROI
Ensure ongoing delivery and continuous improvement of the brand prototype, standardized design elements, and brand experience hallmarks in line with cost guardrails and consumer insights
Analyze internal and external guest satisfaction data regularly to identify opportunities and guide improvements
Engage regularly with hotel owners and operators (including franchisee association groups) and relevant IHG teams to gather feedback and insights on brand initiatives
Manage multiple complex, cross-functional projects end-to-end, including project briefing, stakeholder engagement, executive storytelling, prototyping/pilot execution and analysis, launch planning and implementation, and embedding and optimization of initiatives

Bachelor’s or Master’s Degree in Brand Management or Marketing, or an equivalent combination of education and work-related experience
10+ years of progressive work-related experience in brand management, marketing, and/or hotel industry experience tied to brand experience or brand marketing
3-5 years managing teams and/or leading significant complex projects based on business needs and assessments
Experience with innovation or product development grounded in consumer needs, including demonstrated ability to apply creative methodologies and thinking
Experience working and/or supporting a brand that established a differentiated experience within its industry
Strategic thinking with the ability to analyze markets, performance data, and business issues; able to draw insight/conclusions using modelling and analysis; commercially astute
Strong interpersonal and communication skills, including relationship-building across business units; ability to balance consumer, business, and ownership perspectives

Director, Global Guest Experience & Brand Design

Job Description