Director, Channel Effectiveness

Mandarin Oriental Hotel Group is looking for a Director, Channel Effectiveness to join our Consumer Marketing, Channel team in the Corporate Office, London.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental’s Corporate Office in London supports the Group’s global operations and development strategy, partnering closely with hotels and regional teams worldwide. Our Corporate Office colleagues play an important role in driving operational excellence, innovation, and collaboration across the business.

About The Job

Based in London within the Consumer Marketing, Channel Department, the Director, Channel Effectiveness will act as the enterprise authority on channel investment, allocation and return across all revenue-generating channels, including Direct, OTA and Reservations.

The role is responsible for guiding where, when and how Mandarin Oriental invests to drive profitable demand, balancing short-term revenue delivery with long-term customer value. Working closely with Channel Leads, Revenue Management, Finance and Digital, the Director will translate performance evidence into clear investment decisions, funding reallocations and strategic trade-offs.

The role has global scope and reports to the Global Head of Performance Marketing & Ecommerce.

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leaders across Direct, OTA, Reservations and third parties on where incremental investment should be deployed or withdrawn, based on profitability, incrementality and customer value.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.