An exciting opportunity has become available for a Director of Marketing & Guest Experience, Pacific to join our team. This role will be based in Sydney and will be reporting directly to the SVP Commercial, Pacific. This role is responsible for driving operational excellence and performance of Brand and Guest Experience KPI’s for Pacific. 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 the Pacific region. 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 Pacific, 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.
