Brand Management & Guest Experience Manager (F/M/X)

As a key player in brand management, you will be responsible for co-developing and executing the brand strategy to ensure alignment with business goals and company values. This includes contributing to crafting the brand guest experience, overseeing brand performance, driving innovation, and collaborating with stakeholders to ensure alignment across global and regional teams.

Brand Experience Design:

• Develop and own the Brand Customer Journey – Pre to Post leading briefings to stakeholders
• Develop robust Brand Standards and Standard Operating Procedures to ensure deployment and measurement in hubs, working hand in hand with the Brand compliance team.
• Brand Management, develop new products, Signature Moments (Arrival, Stay, Service, F&B, Wellness, Events, Sustainability, Family, MICE etc.)
• Collaborate with brand marketing on potentiel partnerships, in order to lead deployment and implementation of the partnerships on property to enhance guest experience.
• Develop the vision on tools and resources required for Talent Experience, Service Culture, and Trainings
• Map On-Property Touchpoint Optimisation
• Develop Digital/Technology Enabled Experience (On-Property) in collaboration with Guest Tech team.
• Embed Sustainability Standards and Commitment in collaboration with Global CSR.

Key responsibilities

Brand Product Strategy

• Drive compliance through product improvement and renovation.

Design & Development Guidelines

• Develop and implement guidelines for the Brand by collaborating with and using expertise of Digital &Technical Services team.
• This includes: design briefs;  design concepts, guidelines & technical specifications; architectural and spatial design, construction and renovation standards, way finding & signage.

Monitor Brand Health: Measure, Optimise

• Utilise reporting to improve experience including guest satisfaction and RPS
• Champion Consumer Sentiment for the brand
• Co-design Operational Delivery with hubs and go-to-market team, and follow-up on implementation.
• Support Performance Optimisation of the brand

Build strong relationships

• Build and harness relationships with hubs and key departments, and implement RACI with stakeholders
• Support in establishing ‘Brand-centric’ organisation