Mandarin Oriental Hotel Group is looking for a Director, Channel
Effectiveness to join our Consumer Marketing, Channel team in
the Corporate Office, London.
Are you a master of craft? Do
you thrive in a team that succeeds together, demonstrating integrity and respect
while acting responsibly? Do you embrace a growth mindset? We invite you
to become a fan of the exceptional.
Mandarin Oriental is
the award-winning owner and operator of some of the most luxurious hotels,
resorts and residences located in prime destinations around the world, with
a strong development pipeline. Increasingly recognised for creating some of
the world’s most sought-after properties, the Group provides legendary service
inspired by Asian heritage whilst representing the very cutting-edge of luxury
experiences.
Mandarin Oriental’s Corporate Office in London
supports the Group’s global operations and development strategy, partnering
closely with hotels and regional teams worldwide.
Our Corporate Office colleagues play an important role in driving operational
excellence, innovation, and collaboration across
the business.
About the job
Based
in London within the Consumer Marketing, Channel Department, the Director,
Channel Effectiveness will act as the enterprise authority on channel
investment, allocation and return across all revenue-generating channels,
including Direct, OTA and Reservations.
The role is responsible
for guiding where, when and how Mandarin Oriental invests to drive profitable
demand, balancing short-term revenue delivery with long-term customer value.
Working closely with Channel Leads, Revenue Management, Finance and Digital,
the Director will translate performance evidence into clear investment
decisions, funding reallocations and strategic trade-offs.
The
role has global scope and reports to the Global Head of Performance Marketing &
Ecommerce.
As Director, Channel Effectiveness, you
will be responsible for the following duties:
- Acting as
the single point of accountability for channel effectiveness and providing clear
recommendations on budget allocation, scale and efficiency across all commercial
channels. - Advising channel leaders across Direct, OTA, Reservations
and third parties on where incremental investment should be deployed
or withdrawn, based on profitability, incrementality and customer value.
- Partnering with Revenue Management to align commercial performance
perspectives, including rate, mix and displacement, with marketing
and distribution effectiveness. - Leading quarterly and annual channel
investment reviews and translating performance insights into actionable funding
decisions. - Supporting annual operating plans through evidence-based
forecasts, scenarios and investment cases. - Establishing a clear
governance model for how channel performance is evaluated, challenged
and optimised. - Creating a unified commercial KPI framework across
Digital, OTA, Property Direct and Distribution, focused on shared outcomes such
as profit, margin and customer lifetime value. - Defining principles
and decision frameworks covering incremental demand, new and repeat customer
investment, margin and volume trade-offs, and short-term revenue versus
long-term value. - Chairing a cross-functional Channel Effectiveness
Steering Group to resolve conflicts and align investment priorities.
- Leading the Valtech data stream and maintaining a clear backlog and roadmap
aligned with the Group’s vision for channel measurement. - Advancing
incrementality testing, experimentation, attribution, Marketing Mix Modelling
and Customer Lifetime Value measurement. - Partnering with Assembly’s
Business Intelligence teams in London and Hong Kong to deliver key projects
and build a best-in-class effectiveness setup. - Managing
the relationship with Adobe, including ownership of the contractual process,
to ensure Mandarin Oriental receives high-quality support and fair value
from the partnership. - Promoting an experimentation mindset and helping
create a culture in which decisions begin with data rather than
assumptions. - Translating complex analysis into clear and compelling
commercial narratives that enable senior leaders to act decisively.
- Coaching channel leaders to interpret effectiveness insights and adjust
their strategies and investment accordingly. - Acting as a trusted
commercial advisor who is prepared to challenge existing channel assumptions
when the evidence indicates a different direction.
As
Director, Channel Effectiveness, we expect from you:
- A
Bachelor’s degree in Business, Economics, Data Analytics, Hospitality Management
or a related field. - More than five years of experience in analytics,
revenue management or commercial strategy within the hospitality industry.
- A deep understanding of hotel distribution channels, including Direct, OTA,
GDS, Wholesale and Corporate channels. - Strong analytical capabilities
and proficiency in data visualisation and reporting tools such as Power BI,
Tableau or Looker Studio. - Experience working with hotel systems,
including PMS, CRS, RMS and CRM platforms, as well as digital marketing
platforms. - Proven ability to analyse complex datasets and present
clear, actionable insights to senior stakeholders. - Exceptional
communication and storytelling skills, with the ability to influence
and collaborate across different functions. - A commercially driven
and evidence-led mindset, with the confidence to challenge assumptions and guide
strategic investment decisions. - The ability to simplify complex
analysis and turn insights into clear recommendations that senior leaders
can act upon.
Our commitment
to you
Learning & Development
Your success is our
success. We craft unique learning and development programmes for various stages
in your career so that you grow,
continuously.
MOstay
When you work as hard as our
colleagues do, it’s important to take time off. As a member of the #MOfamily,
you can stay with us wherever you go in the world. The MOstay programme offers
complimentary nights and additionally attractive rates on rooms for you and your
loved ones.
Health & Colleague Wellness
Finding
the right work-life balance is important.
Your wellbeing matters to us. A variety of health benefits and wellness
programmes are offered to all our colleagues,
globally.
Retirement Plans
When you show commitment
to us, we reciprocate. We offer different retirement plans depending on
the length of your service and your role.
We’re Fans.
Are you?
