Head of Global Service Delivery - Reservations & Customer Care

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 standards, regional hotel operations, advertising campaigns, and executive priorities within EST business hours. High‑Performance Culture & Talent Lifecycle Ownership: Build an inclusive, elite “Culture of Coaching” by developing leaders, refin...