Hotel Support & Programs Lead | Webinar & CRM Expert

InterContinental 62s Group plc; Región Centro; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

InterContinental Hotels Group (IHG) seeks a Marketing Operations professional to lead hotel support programs and stakeholder communications for the IHG Ignite initiative. The role emphasizes webinars, education content, and cross-functional collaboration to improve hotel experience and program outcomes.

You will translate complex program data into clear guidance, manage Salesforce workflows, and partner with global teams to deliver program initiatives in a hybrid Guadalajara-based setup.

Qualifications

• 5+ years of progressive experience in marketing operations, digital marketing, hotel support, program management, stakeholder communications, or related field.
• Experience providing direct support to customers, hotels, owners, operators, or other external stakeholders via email and live conversations.
• Strong experience leading webinars, office hours, training sessions, or presentations for large audiences.
• Ability to communicate confidently in live settings and tailor messaging to audience needs.
• Excellent written communication for emails, presentations, FAQs, guidance, and program materials.
• Ability to manage sensitive or escalated stakeholder issues with professionalism and urgency.

Responsibilities

• Serve as primary contact for IHG Ignite hotel support via email and calls when needed.
• Manage hotel inquiries through IHG Ignite Inquiry Form and shared channels, coordinate with SMEs, and resolve issues.
• Lead urgent or complex hotel conversations requiring cross-team coordination.
• Host large-scale IHG Ignite webinars and office hours for hotels and internal audiences.
• Develop and maintain hotel-facing and internal educational materials (webinars, guides, FAQs).
• Translate program information into clear guidance for hotels and colleagues.
• Manage inquiry intake, Salesforce case management, routing, opt-in/out, tracking, escalation, and regional support.
• Monitor support trends to identify opportunities for proactive communications and resources.
• Collaborate with global and regional teams to resolve issues and drive program initiatives.
• Define business requirements for Salesforce enhancements, reporting improvements, and workflow automation.

Skills

Marketing operations

Digital marketing

Stakeholder communications

Webinars facilitation

Project management

Communication skills

Cross-functional collaboration

Education

Bachelor's or Master's in Marketing or related

Tools

Salesforce

CRM platforms

Job description

InterContinental Hotels Group (IHG) seeks a Marketing Operations professional to lead hotel support programs and stakeholder communications for the IHG Ignite initiative. The role emphasizes webinars, education content, and cross-functional collaboration to improve hotel experience and program outcomes.

You will translate complex program data into clear guidance, manage Salesforce workflows, and partner with global teams to deliver program initiatives in a hybrid Guadalajara-based setup.