At a Glance
- Tasks: Lead customer insights strategy and translate data into actionable recommendations.
- Company: Join the prestigious Mandarin Oriental, known for luxury hospitality worldwide.
- Benefits: Enjoy health benefits, retirement plans, and complimentary stays at our hotels.
- Other info: Dynamic role with opportunities for continuous learning and career growth.
- Why this job: Make a real impact in luxury hospitality by understanding and enhancing guest experiences.
- Qualifications: Experience in customer insights and strong analytical skills required.
The predicted salary is between 90000 - 110000 £ per year.
- Mandarin Oriental is looking for a
- Director, Customer & Market Insights to join our
Brand team .
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.
About The Job
- Based at the
- Corporate Office in London , within the Brand function, the
Director, Customer & Market Insights acts as the voice of the customer for Mandarin Oriental, leading the global capability that builds a deep understanding of HNW+ guests, evolving needs and the market dynamics shaping luxury hospitality.
Sitting within the Brand team and partnering closely with Service Excellence, the role translates customer, market and behavioural insight into clear strategic direction, helping the business strengthen brand relevance, identify growth opportunities and make more guest-centric decisions across planning, product, service and experience development.
- As Director, Customer & Market Insights, you will be responsible for the following duties:
- Customer Insights Strategy
- Lead Mandarin Oriental’s customer insight strategy, ensuring guest needs, behaviours and expectations inform brand, commercial and guest experience priorities.
- Provide strategic recommendations that help shape planning, prioritisation, positioning, product development and experience improvement across the global portfolio.
- Voice of Customer Programme Leadership
- Act as product lead for Qualtrics, partnering closely with Service Excellence and IT to define the Voice of Customer development roadmap and support model.
- Own research programmes, including Brand Health Tracker, NPS, digital feedback and ad hoc research.
- Design and deliver new quantitative and qualitative research programmes, including surveys, interviews, focus groups, analysis, synthesis and executive-ready reporting.
- Support Service Excellence in identifying opportunities to evolve transactional feedback programmes, including post-stay, spa and dining, while ensuring a branded, intuitive feedback process.
- Behavioural Analysis & Reporting
- Co-own guest dashboards, reporting rhythms, insight outputs and knowledge bases with Data & AI, improving access to clear and consistent customer knowledge.
- Create practical reporting rhythms, insight outputs and knowledge bases that make customer insight easier to find, understand and use.
- Maintain and evolve scalable customer intelligence tools with AI team, including insight agents, trend monitoring and guest feedback synthesis capabilities.
- Co-own guest segmentation with Data & AI, leading its interpretation, expansion and adoption so teams understand priority guests and apply insight in strategy, planning and experience design.
- Analysis & Strategic Application
- Maintain practical frameworks covering customer needs, guest archetypes, journeys, moments that matter and drivers of satisfaction, loyalty and brand preference.
- Translate customer, market and behavioural data into concise insights, implications and recommendations for senior stakeholders.
- Lead knowledge audits, opportunity sizing, market analysis and competitor benchmarking to inform growth, innovation and guest experience priorities.
- Cross-Functional Influence
- Partner with Brand, Digital, Operations, Quality, Development, Commercial and hotel teams to embed guest insight into priorities, product and service development and action plans.
- Influence senior stakeholders by presenting evidence clearly, connecting insight to business priorities and supporting practical next steps.
As Director, Customer & Market Insights, we expect from you
- Significant experience in customer insights, customer strategy, Voice of Customer, market research or a related strategic role, ideally within hospitality, luxury, travel, consumer or another service-led environment.
- Proven ability to translate research, guest feedback and market evidence into strategic recommendations, experience improvements and commercial opportunities.
- Strong analytical, storytelling and stakeholder management skills, with the ability to turn complex information into clear recommendations.
- Experience with research tools, feedback platforms, dashboards or insight systems; Power BI, Qualtrics and AI-enabled tools advantageous.
- Strong track record influencing senior stakeholders and managing multiple priorities across markets, partners and teams.
- Guest-centric, commercially minded, curious, collaborative and action-oriented, with strong judgement, rigour and attention to detail.
- Our Commitment to You
- Learning & Development: Your success is our success. We craft unique programmes for every stage of your career so you can grow continuously.
- MOstay: Enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
- Health & Wellness: Your wellbeing matters to us. We offer global health benefits and wellness programmes.
- Retirement Plans: We reciprocate your commitment with competitive retirement plans.
We’re Fans. Are you?
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Director, Customer & Market Insights employer: Mandarin Oriental
Mandarin Oriental is an exceptional employer, offering a vibrant work culture where Spa Therapists can thrive in a dynamic environment in Greater London. With unique learning and development programs, generous health benefits, and an impressive holiday entitlement of up to 33 days, employees are supported in their professional growth while enjoying a fulfilling career in wellness and hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer & Market Insights
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mandarin Oriental. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mandarin Oriental before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer & Market Insights
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mandarin Oriental:Your cover letter is your chance to shine! Tell us why you want to work at Mandarin Oriental specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mandarin Oriental!
How to prepare for a job interview at Mandarin Oriental
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
