Director, Marketing & Guest Experience

Job description / Role

Company Description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Job Description

An exciting opportunity has become available for a Director, Marketing & Guest Experience, MEA to join our team.?This role will be based in Dubai/Saudi Arabia/Turkey and will be reporting directly to the VP Commercial Market Strategy, MEA with the SVP Brand, Marketing & Loyalty, MEA APAC as the role's matrix manager. This role is responsible for driving operational excellence and performance of Brand and Guest Experience KPI's for MEA. The position is responsible for defining strategies to improve brand compliance, guest quality metrics and hotel performance across all related KPI's. The role will lead the deployment of all marketing and guest experience projects within MEA. The position will lead a team of in-country Marketing & Guest Experience performance teams and will interact closely with MEAPAC Brand Management and Marketing Specialist teams. This role is also responsible for defining, co-creating and executing the strategy for training of new hotels and ongoing learning and development of our operating network.

Getting to know the role and your responsibilities:

Brand Marketing

- Manage a team of in-country Marketing Performance teams, driving achievement and operational excellence across all related KPI's.
- Drive regional performance of Brand Audits and related action plans, being fully conversant of brand audit criteria across Premium, Midscale and Economy brands (LQA, BARE).
- Co-create Learning & Development plans for hotel marketing talent.
- Act as the lead for marketing support for Operations, Commercial and support teams.
- Coordinate rollout of brand programs in MEA, with the support of Marketing Specialist teams.
- Create guidelines for onboarding and support of hotel Marketing teams.
- Directly manage a portfolio of hotels, fully supporting the Marketing & Guest Experience functions for this perimeter.
- Support Brand Marketing Specialist teams on F&B, Development and Design & Technical Services product & design queries.
- Be fully conversant with ALL and individual Accor brands, their standards and their DNA and ensure that the brand integrity is retained in all communications and key identity elements, managing brand compliance with the field to grow our brand equity.

Guest Experience

- Drive regional performance of all Guest Quality metrics, including RPS & NPS.
- Monitor and drive use of systems and tools, including I-Auditor, ACDC, Pulse.
- Manage a team of in-country Guest Experience teams.
- Facilitate refresher training for in-country Guest Experience teams, and hotel teams.

Requirements

Qualifications

What we need from you

- A bachelor's degree in hospitality, Marketing, Communications, or related field with minimum 5 years of Marketing experience and 3 years of working in a regional capacity.
- Experienced in hotel operations.
- Previous creative, design, or media agency background desired
- Excellent interpersonal, presentation and influencing skills with ability to communicate with staff across all levels.
- Excellent command of written and spoken English, with one intermediate level of one other regional language preferred
- Excellent Project Management Skills
- Ability to work effectively and contribute in a team environment.
- Multicultural awareness and able to work with people from diverse cultures.
- Flexible and able to embrace and respond to change effectively, able to work independently and has good initiative in a dynamic environment.

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.