Director of Marketing & Guest Experience, Asia

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An exciting opportunity has become available for a Director of Marketing & Guest Experience, Asia to join our team. This role will be based in Thailand and will be reporting directly to the VP Commercial Market Strategy, ASIA/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 Asia. 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 Asia. 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 Asia, 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 DTS 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. 

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. 

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