Job Description
**The Role**
The Head of Reservations and Customer Care Technology & Transformation acts as the strategic architect of IHG’s internal front-end operations, transforming global service and reservation teams into a high-performance, revenue-generating engine. By instilling a Culture of Coaching and a consultative sales mindset, this leader bridges the gap between corporate strategy and front-line execution to consistently exceed KPI targets like conversion, loyalty, and guest satisfaction. Ultimately, the role is designed to unify diverse regional teams through inclusive leadership and data-driven innovation, ensuring that every customer interaction—whether agent-managed or AI-assisted—delivers world-class service excellence and maximum global profitability.
**Your Day-to-Day**
+ **Global Operational Leadership & Brand Alignment:** Set and execute the global service delivery strategy across all internal regions, ensuring seamless alignment with IHG brand stan...
The Head of Reservations and Customer Care Technology & Transformation acts as the strategic architect of IHG’s internal front-end operations, transforming global service and reservation teams into a high-performance, revenue-generating engine. By instilling a Culture of Coaching and a consultative sales mindset, this leader bridges the gap between corporate strategy and front-line execution to consistently exceed KPI targets like conversion, loyalty, and guest satisfaction. Ultimately, the role is designed to unify diverse regional teams through inclusive leadership and data-driven innovation, ensuring that every customer interaction—whether agent-managed or AI-assisted—delivers world-class service excellence and maximum global profitability.
**Your Day-to-Day**
+ **Global Operational Leadership & Brand Alignment:** Set and execute the global service delivery strategy across all internal regions, ensuring seamless alignment with IHG brand stan...