Job Description

Your Day to Day

• Serve as a primary point of contact for IHG Ignite hotel support, providing timely, accurate, and service-oriented guidance through email and, when needed, one-to-one calls with hotels, owners, operators, and internal colleagues.
• Manage hotel inquiries submitted through the IHG Ignite Inquiry Form and shared support channels, including reviewing requests, researching issues, coordinating with subject-matter experts, and communicating clear resolutions.
• Lead sensitive, urgent, or complex hotel conversations that require thoughtful issue resolution, strategic judgment, or coordination across multiple teams.
• Host and facilitate large-scale IHG Ignite webinars, office hours, and educational sessions for hotels and internal audiences, including preparing presentation content, coordinating speakers, managing live questions, and communicating follow-up resources.
• Develop and maintain hotel-facing and internal educational materials, including webinar presentations, FAQs, program guides, best practices, talking points, and other resources that improve understanding of IHG Ignite.
• Serve as a central point of contact for IHG Ignite communications distributed through official IHG channels, ensuring messaging is accurate, timely, audience appropriate, and aligned across stakeholders.
• Translate complex program information related to participation, billing, reporting, digital marketing channels, and operational processes into clear guidance that hotels and colleagues can readily understand and act upon.
• Manage ongoing IHG Ignite operational processes, including inquiry intake, Salesforce case management, case routing and categorization, opt-in and opt-out logistics, participation tracking, escalation management, and regional support coordination.
• Monitor inquiry volumes, recurring questions, hotel feedback, and support trends to identify opportunities for proactive communications, additional education, improved resources, and operational enhancements.
• Partner with global and regional Paid Media teams, Field Marketing, Salesforce Support, Martech, Data Engineering, Billing, Legal, Communications, hotel-support teams, and external vendors to resolve issues and deliver program initiatives.
• Define and document business requirements for Salesforce enhancements, reporting improvements, workflow automation, support tools, and other technology changes affecting IHG Ignite operations.
• Establish and maintain operating procedures, response templates, support documentation, coverage plans, and escalation paths that promote consistent and efficient service across the IHG Ignite support network.
• Support the planning and execution of program enhancements, pilots, hotel onboarding efforts, participation changes, and other initiatives requiring coordinated operations, education, and communications.
• Represent the hotel and support-team perspective in cross-functional discussions, ensuring that program decisions account for operational feasibility, hotel understanding, and the overall support experience.
• Provide clear status updates, recommendations, risks, and proposed next steps to leadership and key stakeholders.
• Promote a service-oriented team culture that balances strategic problem-solving with timely, accurate, and dependable execution.

What We Need from You

• Bachelor’s or Master’s degree in Marketing, Communications, Digital Marketing, Hospitality, Business, or an equivalent combination of education and work-related experience.
• Five or more years of progressive experience in marketing operations, digital marketing, hotel support, program management, stakeholder communications, or a related field.
• Demonstrated experience providing direct support to customers, clients, hotels, owners, operators, or other external stakeholders through email and live conversations.
• Strong experience leading webinars, office hours, training sessions, or presentations for large audiences.
• Ability to communicate confidently in a live setting, facilitate audience questions, explain complex topics clearly, and adapt messaging based on audience needs.
• Excellent written communication skills, with experience developing polished, accurate, and audience-specific emails, presentations, FAQs, guidance, and program materials.
• Demonstrated ability to manage sensitive, escalated, or high-impact stakeholder issues with professionalism, sound judgment, and appropriate urgency.
• Experience using Salesforce or another CRM or case-management platform to manage inquiries, workflows, documentation, and reporting.
• Strong project-management and organizational skills, with the ability to manage multiple priorities, stakeholders, and deadlines simultaneously.
• Experience coordinating cross-functional work within a complex, global organization.
• Ability to translate technical, operational, reporting, billing, or marketing information into clear and actionable stakeholder guidance.
• Strong problem-solving skills and the ability to work through ambiguous issues, identify the appropriate stakeholders, and develop practical recommendations.
• Ability to identify themes within stakeholder feedback or inquiry data and translate those insights into communication, education, process, or program improvements.
• Strong attention to detail, accuracy, accountability, and follow-through.
• Working knowledge of digital marketing and performance-marketing concepts is preferred, including paid search, metasearch, sponsored placements, affiliate marketing, campaign reporting, and media performance.
• Ability to maintain a service-oriented mindset while balancing hotel needs, program objectives, operational requirements, and business priorities.

Location

Our hybrid work structure is an expectation of four (4) days a week in the Guadalajara office. This expectation may be adjusted to evolve with the changing needs of the business.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?