Shangri-La International Hotel Management Ltd.

Shangri-La Hotels and Resorts is a global leader in luxury hospitality with unique Asian heritage.

Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa.

Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.

As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.

Assistant Vice President, Brands (Customer Experience)

We are hiring a key member of the global brand team based out of Hong Kong and will be responsible for supporting the ongoing brand evolution work. He/she will focus primarily on the strategic development of customer experience design throughout the various touch points across the customer journey, in order to support the brand values, define and differentiate the brand, drive guest satisfaction and increase brand loyalty.

As a Assistant Vice President, Brands (Customer Experience), we rely on you to:

• Define the customer experience at various points throughout the customer journey and in line with the brand positioning
• Ensure unique experience proposition is based on business needs, and customer driven data and insights that add value to the customer experience and drive financial performance
• Partners with stakeholders to implement high impact on-brand guest experiences including piloting where required to ensure data-driven decisions and localization efforts.
• Support development of hotel toolkits, SOPs and other resources around guest programme launches, closely collaborating with relevant departments.
• Drives the organizational alignment and accountability for successful outcomes of brand initiatives with the market, and other functional areas
  

We are looking for someone who:

• Minimum of 10 years’ experience in customer experience
• Asian brand/corporate work experience
• Mainland China work experience - Luxury hotel Interior Design/Architecture experience
• Experience in designing luxury hospitality experiences
• Experience in sourcing, vetting, guiding and getting best expertise and value out of external partners (e.g., designers, creative agencies, brand consultancies, research firms)
• Strong communication skills - has the ability to align cross-functional teams around brand priorities and build brand culture
• Strong project management skills - ability to define, scope and lead projects from start to finish.
  

Additional Information:

• Ability to travel up to 50% of time.
• Based in Hong Kong or willing to relocate
  

If you are the right person, what are you waiting for? Click the apply button now!