Area Customer Experience Senior Manager

**Area Customer Experience Senior Manager - Franchises**

**_“Whatever story you choose, you are the star”_**

At **Meliá Hotels International**, you have the power to create your future. For us, the most important thing is your talent: We share the passion that makes you put your heart into everything you do, day after day. We are by your side to help you go beyond your limits, to celebrate every victory with you. Because together, we are the stars of our own stories.

More than 380 hotels in more than forty countries prove the success of our unique way of understanding and living leisure. With a perfect union of mind and heart, we continue to build a successful business that is a worldwide benchmark. If you are a warm, professional, hospitable and creative person, Meliá Hotels International is the company for you. At our head offices, you’ll be able to start to immerse yourself in your role, take an in-depth look at the script of our Company and discover the benefits of forming part of this story.

**Job Summary**:
Ensure the alignment of the Franchise Hotels to the Brand standards as well as the Customer Voice KPIs, supporting the Franchise Director in the relationship with the franchisees. Maintains the relationship with the franchisees, guaranteeing access to the information and tools of the Product & Brand Development area.

**What you will be doing?**
- Leads the OC Customer-Centric strategy by systematically extracting value from the Voice of the Customer: analyzing preferences, reputation, market positioning, and the impact of plans and investments, moving the organization to higher levels of excellence, and implementing the Customer Journey Map methodology.
- Supports the Franchise Director in daily management, strategic decisions, presentation of Brands and results with owners
- Be the representative of the Brands to the franchisee, carrying out the Brand Audits and validating action plans to achieve the brand objectives & KPIS.
- Regionalization and implementation of brands in the different regions while ensuring brand integrity and speed in implementation throughout the region.
- Manages the alignment of the portfolio in the area to each brand, supporting rebranding, unbranding, and investments to guarantee brand consistency.
- Coordinates the implementation of brand standards in each of business unit.
- Communicates and coordinates the implementation of Brand Manuals (Identity, Signage, Attributes, Operations, and Guides) in hotels under a franchise model.

**What are we looking for?**
- At least three years of experience in positions within Guest Experience, Marketing, or Hotel Management.
- High level of English and Spanish.
- Training in hotel management, tourism or marketing.
- Be a person who reflects the values of our company: Proximity (through the behaviour of warmth), Excellence and consistency (high standards of professional behaviour); Vocation of service (behaviour of a hospitable nature); Innovation (creative work).

**What benefits do we have for you?**
- If you love to travel, **Melia Hotels International** is the place to work We have excellent discounts through our global **My MeliaRewards** program for you, your family, and friends.
- At **Melia the protagonist is you** You choose how far you want to go, and for this, we have different development plans in order to offer you opportunities for growth and to fulfill your professional dream. In addition, you can have international experiences if you wish, because we are located in more than forty countries
- **Meliá Hotels International** has developed a learning model focused on you, centered around continuous and experiential learning that can accompany you in your professional development. Because if you evolve, Melià evolves with you.
- Corporate Social Responsibility is of vital importance to us, and for this reason, we give the opportunity to participate in different events and social activities of diversity and social inclusion, always highlighting our values and purpose.

**What will it be like to work for Meliá Hotels International?**

**Meliá Hotels International** is unique among the 20 largest international hotel groups in having an origin in leisure and the ideal size to combine exceptional hospitality with management that is efficient and close to its stakeholders. All of this, along with our Spanish warmth and passion, makes us distinct and different.

At **Meliá Hotels International** you are the protagonist. The combination of your talent and your passion with our desire to grow by your side has no limits. Together, we will step forward with the strength of a great company. Together, we’ll turn the future into an amazing story.
- We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical t