As Director, Channel Effectiveness, you will be responsible for the following duties:

• Acting as the single point of accountability for channel effectiveness and providing clear recommendations on budget allocation, scale and efficiency across all commercial channels.
• Advising channel leaders across Direct, OTA, Reservations and third parties on where incremental investment should be deployed or withdrawn, based on profitability, incrementality and customer value.
• Partnering with Revenue Management to align commercial performance perspectives, including rate, mix and displacement, with marketing and distribution effectiveness.
• Leading quarterly and annual channel investment reviews and translating performance insights into actionable funding decisions.
• Supporting annual operating plans through evidence-based forecasts, scenarios and investment cases.
• Establishing a clear governance model for how channel performance is evaluated, challenged and optimised.
• Creating a unified commercial KPI framework across Digital, OTA, Property Direct and Distribution, focused on shared outcomes such as profit, margin and customer lifetime value.
• Defining principles and decision frameworks covering incremental demand, new and repeat customer investment, margin and volume trade-offs, and short-term revenue versus long-term value.
• Chairing a cross-functional Channel Effectiveness Steering Group to resolve conflicts and align investment priorities.
• Leading the Valtech data stream and maintaining a clear backlog and roadmap aligned with the Group’s vision for channel measurement.
• Advancing incrementality testing, experimentation, attribution, Marketing Mix Modelling and Customer Lifetime Value measurement.
• Partnering with Assembly’s Business Intelligence teams in London and Hong Kong to deliver key projects and build a best-in-class effectiveness setup.
• Managing the relationship with Adobe, including ownership of the contractual process, to ensure Mandarin Oriental receives high-quality support and fair value from the partnership.
• Promoting an experimentation mindset and helping create a culture in which decisions begin with data rather than assumptions.
• Translating complex analysis into clear and compelling commercial narratives that enable senior leaders to act decisively.
• Coaching channel leaders to interpret effectiveness insights and adjust their strategies and investment accordingly.
• Acting as a trusted commercial advisor who is prepared to challenge existing channel assumptions when the evidence indicates a different direction.

As Director, Channel Effectiveness, we expect from you:

• A Bachelor’s degree in Business, Economics, Data Analytics, Hospitality Management or a related field.
• More than five years of experience in analytics, revenue management or commercial strategy within the hospitality industry.
• A deep understanding of hotel distribution channels, including Direct, OTA, GDS, Wholesale and Corporate channels.
• Strong analytical capabilities and proficiency in data visualisation and reporting tools such as Power BI, Tableau or Looker Studio.
• Experience working with hotel systems, including PMS, CRS, RMS and CRM platforms, as well as digital marketing platforms.
• Proven ability to analyse complex datasets and present clear, actionable insights to senior stakeholders.
• Exceptional communication and storytelling skills, with the ability to influence and collaborate across different functions.
• A commercially driven and evidence-led mindset, with the confidence to challenge assumptions and guide strategic investment decisions.
• The ability to simplify complex analysis and turn insights into clear recommendations that senior leaders can act upon.