Manager, Ignite Performance Marketing, Operations & Education
IHG · Mexico
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? Role Overview Manage and execute the operational support, hotel communications, and educational programming for IHG Ignite, IHG’s global performance marketing program. This role is responsible for providing clear, timely, and solutions-oriented support to hotels and internal stakeholders, managing hotel inquiries and program processes, and delivering large-scale webinars and office hours that help hotels understand and engage with the program. The Manager, IHG Ignite Operations serves as a key point of contact for hotels, owners, operators, and internal teams. The role requires someone who is comfortable managing sensitive or complex hotel conversations, presenting to large audiences, translating technical program information into clear guidance, and coordinating across multiple teams to resolve issues and improve the hotel support experience.