Brand Experience Manager H/F

Description de l'offre

Key tasks

Objective:
An ambassador of the brand, the person has a full strategic understanding of Swissôtel’s Core An ambassador of the brand, the person has a full strategic understanding of Swissôtel’s core competencies and the brand’s unique value proposition.
This person will strive to develop and implement a guest experience that shapes the company’s competitive advantage and generate value for our guests and colleagues. As part of the Swissôtel brand team we are also looking for a good team player supporting the roll out of various marketing & communication initiatives across various channels.
Working closely with all corporate functions both at corporate office and across all our regions and locations worldwide, this person will set an example as a good communicator and project manager.

Measurement and Tools:
• Monitor Brand Assurance programme scores (LQA)
• Monitor brand equity research (Brand Awareness/Perception)
• Monitor guest engagement (TrustYou)
• Monitor colleague engagement (yearly survey is taking place)
• Support and monitor trainings and implementation of Operational Excellence tools (iAuditor, SwissService, RADAR)
• Ensure “Proof of value documentation” is part of every key project
• Efficiency and effectiveness of communication with corporate office, regions and property teams through bi-annual brand reporting and bi-monthly webinars
• Successful project management (on time and within budget)
Ability to work with key software tools (LQA, TrustYou, iOMS, Intranets, PPT, Excel, Word etc.) to extract data on defined brand KPIs.

Responsibilities:
You have full strategic understanding of Swissôtel’s core competencies and the brand’s unique value proposition which enables you to:

Brand strategy
• Support in developing and embracing the brand strategy and framework of the brand platform (brand essence, brand promise and brand positioning) that shapes the brand’s competitive advantage and generates value for all stakeholders
• Work with corporate office colleagues, regional operations and marketing teams to ensure relevance, competitiveness and true value creation by adhering to our guest experience strategy
• Support the definition and creation of the brand look and feel, brand visual identity
• Be the brand guardian and ambassador

Operationalizing the brand
• Support the development and implementation of an experience framework throughout the guest journey
• Define Swissôtel Hotels and Resorts products standards (in collaboration with regional stakeholders and procurement) and brand essentials (standards)
• Define and refine brand concepts, brand markers and brand rituals
• Support pre-opening teams and Regional Operations with tools (e.g. brand immersion, collaterals) for on-brand openings
• Project manager responsibility: Support regional and property Operations and Brand Experience teams on the implementation of brand programmes, markers, rituals, and brand essentials
• Ensure consistency of brand messages across channels and locations while creating significant and relevant points of differentiation to brands in the segment`s market place

Communicating the brand
• Responsible to keep the brand strategy and communication plan up to date and relevant
• Manage timely, accurate and relevant communication and information flow across all departments, locations and stakeholders
o Monitor brand KPIs and issue bi-annual brand reports
o Organise bi-monthly webinars and keep internal communication portals up-to-date
• Promote the brand vision of Swiss Hospitality within the corporate office and the regional teams
• Create and release collaterals and guidelines to support the global and local implementation of brand programmes
• Assist in finalising brand presentations and other marketing and communication tools
• Ensure proper tracking of intellectual property (copy and visuals) for images and other means of communication

Future-proofing the brand
• Benchmark hotels, companies and scout new trends and ideas developed both within and outside the industry
• Review market research and insights produced by AccorHotels in regards to trends, brand equity and awareness
• Identify potential development of new services and products, brand standards and programmes
• Share best practices
• Foster and drive innovation

Training & brand culture:
• Support training initiatives for the brand by providing guidance, feedback and insights, contributing to the content
• Lead and foster a guest-centric culture, contributing to raising the bar in terms of guest experience and service delivery
• Maintain and communicate the supporting tools of the brand strategy in cooperation with internal stakeholders. Ensure that all colleagues are trained and up to date on the tools available, including but not exclusively:
o Management tool: Strategic Management Review Paper
o Training and Operational tools: iOMS (online management system), RADAR (continuous improvement tool), SERAM/Gaia, Accor Life/FRHI Portal, Service Promise, Operationalizing the brand “I am Swissôtel”, ICE portal (photography database, picture rights), iAuditor (self audit support tool – in line with brand core essentials)
o Certifications: ISO Certification (until 2019)

Administrative tasks
• Budget follow-up and administrative tasks (forecasting, payment of bills, expenses, travel, etc.)
• Guest relations: answer guest requests/complaints
• Act as project manager and support reative agencies and partners to ensure deliverables are on-brand

Your key interactions will be:
Internally
• Corporate: Content Marketing, Partnerships, Procurement and T&C colleagues
• Regional: Marketing, Brand/Guest Experience, Operational teams
• Property department heads

Externally
• Agencies
• Third-party suppliers and partners

We may be a global brand but we are Swiss at heart. Our story began 35 years ago and today our worldwide portfolio provides guests with the opportunity to stay in the heart of more than 30 top locations worldwide, with 15 more in development. The brand remains true to its roots, successfully combining genuine Swiss hospitality with intelligent design and local flair. We consider time and travel as one of life’s true gifts. That’s why we want our guests to live it well. Our Swiss hospitality ensures quality time for our guests to explore, unplug and recharge. We think that this is time well spent.

Profil recherché

Skills

Level of Education Master / MBA
Areas of study Marketing
Professional experiences 3 to 5 years
Languages essential French
English

Essential and optional requirements

Knowledge & Qualifications:
• Minimum of five years in a managerial position
• Hotel operational know how
• Basic marketing background
• Must be fluent in English, other languages especially French an advantage
• Five years experience gained within the hospitality industry – with a mix of operational and sales & marketing positions
• Proven project management experience
• Strong user knowledge of Microsoft Office Suite
• Knowledge of multimedia applications/programmes like Adobe Photoshop a plus

Skills:
• Good interpersonal skills with ability to communicate at all levels of the organisation
• Serviced oriented with an eye for detail
• Transversal management skills
• Ability to work in a matrix organization
• Good team working skills, able to lead effectively and work as a contributor
• Good presentation and influencing skills
• Multicultural awareness and able to work with people from diverse cultures
• Flexible and able to embrace and respond to change effectively
• Ability to work independently and with good initiative in a dynamic environment
• Self-motivated and energetic
• Must have an excellent command of written and verbal English and another foreign language a plus
• Well organised
• Multi-disciplinary, multi-tasked, creative
• Passion for excellence and for best-in-class service
• Interested in staying on top of new industry trends