Product Manager, Member Experience

InterContinental Hotels Group - Atlanta, GA (30+ days ago)4.2


About us
Recommend a friend - Band 6 USD

Do you see yourself as the Product Manager, Member Experience for the Global Sales & Marketing team? What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

Your day to day
This role will be responsible for turning business strategy into products and experiences within our Digital Channel, which includes responsive web and native app. Collaboration among business stakeholders, analysts, developers, and functional subject matter experts is critical, ultimately creating holistic product solutions for customers/stakeholders across our digital touch points. The primary focus areas include the IHG Rewards Club member experience (E.g. Account management, points earning and redemption, co-brand products and partnerships) and post-booking experience, with accountability over member engagement and loyalty revenue. This role will support the Manager, Member and Stay Experience, managing the end to end product life cycle from idea inception through development and launch, leveraging designers, usability specialists, operators, and stakeholders along the way.

One stop shop or hub for driving all strategy, new development, and performance enhancements for specific set of products. Product manager coordinates among tactical analysts, developers, and functional subject matter experts to create holistic product solutions for Distribution Marketing’s customers/stakeholders and the CRS across multiple channels. The product manager will manage the end to end product life cycle from idea inception through development and launch, leveraging specialists, operators, and stakeholders along the way. They define product needs via a “road map” of initiatives mapped out over a predetermined cycled timeline.

Responsibilities

Lead development and implementation of product strategy: future state based on deep understanding of how the business works, incorporating customer insights, markets, competition, and distribution capabilities as well as the potential “game changing” new functionality and capabilities IHG will require to compete.. This should manifest itself in a road map of initiatives including small enhancement and content refreshments to existing products as well as new product needs.

Measure product performance and lead performance improvement initiatives. Identify and understand the performance drivers and set up ongoing diagnostics and monitoring capabilities once implemented.

Drive new product development – through the writing of sound business requirements based on capabilities which will define the functionality in the process to capture full perspective in creating “best fit” products.

Manage product life cycles: continually evaluate product performance and key customer insights and ensure new product needs are identified far enough in advance to address needs before product obsolescence.

Communicate product information: including product road map, specifications, value proposition, sales tools training tools and competitive information to stakeholders. Provide status updates to PMO for regular reporting cycles.

What we need from you
Education

Bachelor's or Master's degree in Communications, Business, Information Systems, or a relevant field of work, or an equivalent combination of education and work-related experienced.

Experience

4 to 5 years progressive work-related experience, including 3 years experience in product management, product development, marketing or operations, with demonstrated travel industry experience and understanding of multiple disciplines/processes related to the position.

Technical skills and Knowledge

Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, senior management and staff.

Demonstrated ability to present new concepts, research findings, and business outcomes to various groups including corporate clients, senior management, potential vendors, and industry consultants.

Project management experience in organizing, planning and executing projects from conception through implementation.

Attention to detail and the ability to manage multiple tasks and clients are required.

Demonstrated experience in detailed product development discovery, documentation, and design work.

Demonstrated analytical skills and ability to perform research and use the results of analysis to make effective strategic decisions. Hotel industry knowledge reflecting the entire customer experience life cycle (reservations - stay - ongoing relationship management).

Knowledge of travel distribution channels (web, CRO, gds, or tpi) and reservations sales building blocks.

Proficiency with MS Office products (Word, Excel, Powerpoint) required and the ability to adapt tactics and strategies to fast moving, rapidly evolving marketplace required.

Demonstrated ability to use prototyping or simulation in product creation.

Experience in formal requirements methodologies such as vision, scope, context, use cases, etc. preferred.

Graduate coursework or degree a plus.

Travel required as needed to support business objectives (10%).

What we offer
In return we'll give you a competitive financial and benefits package which can include healthcare and dental coverage, disability and life insurance, and a matched 401(k) program. Hotel discounts worldwide are available as well as the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG by clicking Apply Online.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans