Full-Time

Director, Customer & Market Insights

Updated on 9/3/2026

Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group

10,001+ employees

Operates luxury hotels and residences globally

No salary listed

London, UK

In Person

Category
Data & Analytics
Required Skills
Power BI
Market Research
Data Visualization
Quantitative Research
Data Analysis

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Requirements
  • Significant experience in customer insights, customer strategy, Voice of Customer, market research, or a related strategic role, ideally within hospitality, luxury, travel, consumer, or another service-led environment.
  • Ability to translate research, guest feedback, and market evidence into strategic recommendations, experience improvements, and commercial opportunities.
  • Strong analytical, storytelling, and stakeholder management skills, with the ability to turn complex information into clear recommendations.
  • Experience with research tools, feedback platforms, dashboards, or insight systems.
  • A strong track record of influencing senior stakeholders and managing multiple priorities across markets, partners, and teams.
  • Guest-centric, commercially minded, curious, collaborative, and action-oriented, with strong judgment, rigor, and attention to detail.
Responsibilities
  • Lead Mandarin Oriental’s customer insight strategy, ensuring guest needs, behaviors, and expectations inform brand, commercial, and guest experience priorities.
  • Provide strategic recommendations that shape planning, prioritization, positioning, product development, and experience improvement across the global portfolio.
  • Act as product lead for Qualtrics, partnering with Service Excellence and IT to define the Voice of Customer development roadmap and support model.
  • Own research programs, including the Brand Health Tracker, Net Promoter Score, digital feedback, and ad hoc research.
  • Design and deliver new quantitative and qualitative research programs, including surveys, interviews, focus groups, analysis, synthesis, and executive-ready reporting.
  • Support Service Excellence in identifying opportunities to evolve transactional feedback programs, including post-stay, spa, and dining feedback, while ensuring a branded and intuitive feedback process.
  • Co-own guest dashboards, reporting rhythms, insight outputs, and knowledge bases with Data & AI.
  • Create practical reporting rhythms, insight outputs, and knowledge bases that make customer insight easier to find, understand, and use.
  • Maintain and evolve scalable customer intelligence tools with the AI team, including insight agents, trend monitoring, and guest feedback synthesis capabilities.
  • Co-own guest segmentation with Data & AI, leading its interpretation, expansion, and adoption so teams understand priority guests and apply insight in strategy, planning, and experience design.
  • Maintain practical frameworks covering customer needs, guest archetypes, journeys, moments that matter, and drivers of satisfaction, loyalty, and brand preference.
  • Translate customer, market, and behavioral data into concise insights, implications, and recommendations for senior stakeholders.
  • Lead knowledge audits, opportunity sizing, market analysis, and competitor benchmarking to inform growth, innovation, and guest experience priorities.
  • Partner with Brand, Digital, Operations, Quality, Development, Commercial, and hotel teams to embed guest insight into priorities, product and service development, and action plans.
  • Influence senior stakeholders by presenting evidence clearly, connecting insight to business priorities, and supporting practical next steps.
Desired Qualifications
  • Experience with Power BI, Qualtrics, and artificial-intelligence-enabled tools.
Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group

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Mandarin Oriental Hotel Group operates a collection of luxury hotels, resorts, and residences around the world. Each property reflects the group’s oriental heritage and sense of place, delivering upscale accommodations and service to guests. The group’s core product is the management and operation of high-end hotels and residences; its properties typically feature refined design, premium amenities, and personalized guest experiences. The brand differentiates itself through its distinctive combination of luxury standards and oriental charm, with a focus on exceptional facilities, attentive staff, and consistent quality across locations, supported by a pipeline of new developments in desirable markets. The goal is to be widely recognized as the best global luxury hotel group by providing 21st-century luxury with oriental charm, growing through selective expansion while maximizing long-term profitability and shareholder value.

Company Size

10,001+

Company Stage

Acquired

Total Funding

$214.8M

Headquarters

Hong Kong

Founded

1963

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Simplify Jobs

Simplify's Take

What believers are saying

  • 2025 RevPAR rose 10%, while 1H 2025 management fees grew 14%.
  • The 2026 pipeline includes Punta Negra, Rome, Suzhou, Manila, and Cairo projects.
  • The Landmark Hong Kong reopened June 1, 2026, proving renovation execution and demand.

What critics are saying

  • Boca Raton’s Via Mizner project faces foreclosure, bankruptcy, and buyer lawsuits through 2026.
  • Hong Kong’s One Causeway Bay deal and privatization concentrate execution risk in 2026.
  • If openings slip in Rome, Suzhou, and Manila, growth credibility weakens fast.

What makes Mandarin Oriental Hotel Group unique

  • Jardine Matheson’s 2026 buyout makes Mandarin Oriental a tightly controlled luxury platform.
  • The group pairs heritage properties with adaptive reuse, like Vienna, Punta Negra, and Rome.
  • Its asset-light model preserves brand scarcity while expanding residencies and management contracts.

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Benefits

Health Insurance

Wellness Program

401(k) Retirement Plan

Flexible Work Hours

Professional Development Budget

Training Programs

Employee Discounts

Company Social Events

Growth & Insights and Company News

Headcount

6 month growth

13%

1 year growth

13%

2 year growth

13%
FXExpress Publications, Inc.
Sep 4th, 2026
Mandarin Oriental invites guests to experience two cities in one trip.

Mandarin Oriental invites guests to experience two cities in one trip. Sep 4, 2026 (C) Mandarin Oriental and Tradewind Aviation Mandarin Oriental, Boston and Mandarin Oriental, New York recently introduced the Harbour to Harbour experience, a curated, two-city journey showcasing the distinct character of two of America's most celebrated destinations. Through Oct. 15, the offer combines accommodations at either hotel with an exclusive 10 percent savings on private charter travel through Tradewind Aviation. "Harbour to Harbour reflects our commitment to creating distinctive experiences that extend beyond our hotels," said Marcel Thoma, general manager, Mandarin Oriental, New York, and area vice president, Operations. "Together with Tradewind Aviation, we've created a seamless way for guests to discover the unique character of both Boston and New York in a single journey." The experience highlights local experiences and recommendations curated by each property. A key aspect of the partnership is Mandarin Oriental's partnership with Tradewind Aviation, offering guests exclusive savings on private charter flights between Boston and New York. Recommended airports include Laurence G. Hanscom Field in Bedford, Massachusetts, and the Million Air private terminal at Westchester County Airport. Prior, guests enjoy dedicated private terminals, expedited boarding and personalized service while avoiding commercial travel to allow more time to experience each destination. Located in Boston's Back Bay, Mandarin Oriental, Boston provides convenient access to city experiences like the Freedom Trail and Boston Harbor. The residential-style accommodations are complemented by intuitive service, wellness offerings and dining at Ramsay's Kitchen. Overlooking Central Park from Columbus Circle, Mandarin Oriental, New York pairs breathtaking views with wellness and dining experiences. Harbour to Harbour includes a minimum one-night stay at either Mandarin Oriental, Boston or Mandarin Oriental, New York; a $100 dining credit at each participating hotel; and exclusive 10 percent savings on a private charter flight with Tradewind Aviation between the two cities. Rates begin at $7,300 and vary based on aircraft selection and passenger requirements. To reserve, contact [email protected] or [email protected]. Get insider information and deals in your inbox! Read this next. Sep 4, 2026 All reads on this topic. Introducing FX Excursions. FX Excursions offers the chance for once-in-a-lifetime experiences in destinations around the world. #globility. Sep 2, 2026 Embarkation/Disembarkation: The journey to the expedition ship proves an adventure in itself, consisting of several bus rides and smaller boat trips before reaching Yacht La Pinta. The 48-passenger vessel treated Global Traveler USA like family from the get-go, inviting every passenger into the main room for a meet-and-greet before letting Global Traveler USA discover its cabins and unpack. Sponsored content. Exciting news ahead for TAP Air Portugal, as Portugal's flag carrier prepares for the launch of its brand-new Economy Prime cabin, offering customers more space, additional privacy and a superior travel experience. Flights boasting the new cabin take off June 1; booking for Economy Prime is now available across all TAP channels and travel agents. Sep 2, 2026 Costa del Sol regularly attracts throngs of sunseekers who've come to bask on the pebble-and sand-covered shoreline and soak up the vibes of an Andalusian summer. And with the recent partial solar eclipse and the promise of full totality sweeping across the area Aug. 2, 2027, the southern Spanish region is especially en vogue. That includes Marbella, the glitzy playground dotted with boutique hotels, exclusive coastal enclaves and elevated Mediterranean dining. But even when celestial bodies aren't putting on a show, one new property delivers a trifecta of beach, beauty and buzz, with a distinctly more relaxed take on the Marbella experience. Sep 2, 2026 On Aug. 26. PhilaPort and Norwegian Cruise Line Holdings celebrated the official opening of the new PhilaPort Cruise Terminal in Philadelphia. The opening establishes a permanent home for cruise operations in the city. Japan is a destination that rewards repeat visits because no two regions - or seasons - feel quite the same. One moment, you're wandering through centuries-old geisha districts in Kanazawa. The next, you're watching neon reflections dance across Tokyo streets long after midnight. Sep 2, 2026 The Federal Aviation Authority approved JetBlue's $58.5 million acquisition of 22 slots previously held by now-defunct Spirit Airlines at New York's LaGuardia Airport. In July, JetBlue won the purchase rights to the slots at a bankruptcy auction following Spirit Airlines' liquidation. Sep 2, 2026 Aug 31, 2026 It's time to start dreaming of your next trip. Here's some destination inspiration for you. Take a visual journey through Winnipeg, Canada, with Global Traveler USA. On Saturday, Feb.14, Devossion by Live Aqua celebrated its grand opening, marking a significant milestone for Grupo Posadas and the Live Aqua brand. This adults-only resort focuses on celebration, authentic Mexican experiences and elevated hospitality - perfectly situated in the heart of the Riviera Maya. Aug 29, 2026 Boston was founded in 1630, and even then, government and city leaders were creating urban projects and hosting guests from the colonies. Boston's early city projects focused primarily on establishing its colonial government, infrastructure and civic institutions rather than modern urban planning. In the decades to come, however, the "city on the hill" transformed from a small Puritan settlement into the political, cultural and economic hub of New England.

Hype Malaysia
Sep 2nd, 2026
Mandarin Oriental KL unveils exclusive Limited-Edition Mooncake Gift Set celebrating Malaysian heritage, artistry & social impact.

Mandarin Oriental KL unveils exclusive Limited-Edition Mooncake Gift Set celebrating Malaysian heritage, artistry & social impact. Following the launch of its exquisite 2026 Mooncake Collection, Mandarin Oriental, Kuala Lumpur introduces an exclusive Limited-Edition Mooncake Gift Set to this year's Mid-Autumn Festival, a meaningful collaboration that celebrates Malaysian culture, exceptional craftsmanship and community empowerment. Designed as a collector's keepsake, the bespoke gift set embodies the spirit of togetherness and thoughtful gifting synonymous with the Mid-Autumn Festival. Presented in a beautifully crafted two-tier hand-painted stainless-steel tiffin, the limited-edition set is created in partnership with Tiffin Jeiwa, a Malaysian social enterprise dedicated to empowering underserved women through artisanal craftsmanship workshops. The initiative supports women from low-income communities, persons with disabilities, single mothers and survivors of domestic violence by providing opportunities to develop skills and earn sustainable livelihoods. Each tiffin is meticulously hand-painted by these artisans, ensuring that every piece is unique while preserving the beauty of traditional craftsmanship. The brand reimagines Malaysia's iconic stainless-steel tiffin into an elegant collectible that celebrates local cultural artistry and creates lasting social impact. Inspired by the 2026 Mid-Autumn theme of Malaysian flora and fauna, each bespoke tiffin features a distinctive design highlighting the majestic hornbill, a symbol of family, community and harmony. Complementing the handcrafted tiffin is a specially curated TAS by Tom Abang Saufi Collection scarf, elegantly wrapped around the gift set to create a sophisticated presentation that honours Malaysian design and creativity. Carefully curated for gifting and sharing, the two-tier tiffin contains six mooncakes and two premium tea canisters, with each tier housing three mooncakes alongside one tea canister. The Limited-Edition Mooncake Gift Set features two carefully selected flavours from each of Mandarin Oriental, Kuala Lumpur's signature mooncake collections: Timeless Tradition, Snow Skin, and Artisanal Chocolate, offering a balanced journey through classic favourites and contemporary creations. Traditional baked mooncake enthusiasts will delight in two of the most popular flavours from the Timeless Tradition Collection: * Lotus Paste with Single Yolk - Silken lotus paste encasing a golden salted yolk, delivering a harmonious balance of sweetness and savoury richness. * Assorted Mixed Nuts - A premium blend of roasted nuts offering depth, texture, aroma and a wholesome bite. For those who enjoy delicate textures and refreshing flavours, the Snow Skin Collection includes: * Musang King Durian - Bold, rich and creamy durian wrapped in soft, tender snow skin. * Red Bean Paste with Bird's Nest & Rose - Red bean paste layered with bird's nest and rose, creating a light and aromatic flavour profile. Meanwhile, the Artisanal Chocolate Collection offers a modern interpretation of the traditional mooncake experience: * Pistachio Kataifi Chocolate - Pistachio cream layered with crisp kataifi and coated in smooth chocolate for an indulgent contrast of texture and richness. * Hazelnut & Fig Chocolate - Roasted hazelnuts and fig infused with silky chocolate, balancing nutty richness with natural sweetness. More than a festive gift, the Limited-Edition Mooncake Gift Set is designed to be treasured well beyond the season. By combining heritage craftsmanship, contemporary luxury and meaningful social impact, the collection reflects Mandarin Oriental, Kuala Lumpur's commitment to creating experiences that celebrate the essence of Malaysia while supporting local communities and artisans. Available in limited quantities, the Limited-Edition Mooncake Gift Set is priced at RM688, making it one of the most distinctive and meaningful offerings of this year's Mid-Autumn Festival collection. For convenience, the mooncakes are available for Online Purchase and at Mandarin Oriental Cake Shop, Ground Floor from 9am to 9pm. For enquiries or orders, please email [email protected] or contact +603-23308797.

United Capital Property Investments (Cyprus) Ltd
Sep 1st, 2026
Nixon low appointed as Executive Chef at Mandarin Oriental, Singapore.

Nixon low appointed as Executive Chef at Mandarin Oriental, Singapore. Posted September 1, 2026 In his new capacity as Executive Chef at Mandarin Oriental, Singapore, Nixon will spearhead the hotel's culinary direction, overseeing its operations and development

CPP LUXURY
Aug 30th, 2026
Mandarin Oriental Conservatorium, Amsterdam appoints Emmy Stoel as new General Manager.

Mandarin Oriental Conservatorium, Amsterdam appoints Emmy Stoel as new General Manager. Posted On August 30, 2026 CPP-LUXURY Named Europe's best hotel general manager by the EHMA in 2023, Emmy Stoel is only the second Dutch national, and the second woman, to receive the title among the association's 24 recipients since its founding. Her career has been built across three Amsterdam addresses. She joined the Okura Amsterdam as banquets manager, working her way up through every level before taking over as general manager on January 1, 2013, then moved to the Sofitel Legend The Grand in June 2019, where she stayed until 2024. Most recently, Emmy Stoel was General Manager of InterContinental Athénée Palace Bucharest a position she took over in September 2025. Mandarin Oriental Conservatorium, Amsterdam features 129 rooms and suites housed in a 19th-century former postal savings bank, later the Sweelinck Conservatory, then converted into a hotel by architect Piero Lissoni. Mandarin Oriental took over its operation under a management contract on January 14, as part of the agreement struck with the Akirov family, owner of the building, which also covered the Hôtel Lutetia in Paris. Renovations are continuing in phases, and the Netherlands' first Yotam Ottolenghi restaurant is set to open in the hotel's glass-roofed atrium.

Business Traveller
Aug 26th, 2026
Travel dupes: 10 European alternatives to long-haul destinations.

Travel dupes: 10 European alternatives to long-haul destinations. Article by Christina Mendi Published 26th August 2026 From turquoise bays to spectacular mountain landscapes: these 10 far-flung dream destinations all have a European counterpart. For those on the continent, sometimes the most beautiful destination is closer than you think. Rising fuel prices, geopolitical tensions and safety concerns are currently reshaping the way people travel. According to the 2026 Europ Assistance Holiday Barometer, the desire to travel remains high - UK travellers topped the survey, with 84% still planning a holiday trip this year, against a European average of 77% - but safety and accessibility now play a bigger role in choosing a destination. That's why travel dupes are on trend. It's not about copying other destinations, but about rediscovering a similar mood, landscape or way of life - with a shorter journey, lower costs and a surprising amount of authenticity. Our experts. Caroline Bremner is an internationally recognised expert in the travel and tourism industry. The Scottish-born analyst combines rigorous market research with strategic foresight. Francesco Cefalu is chief development officer of the Mandarin Oriental hotel group, responsible for the brand's global expansion strategy and new properties in Mallorca, Zurich and Lake Como. 1. Travel dupe: southern France instead of South Africa. If you're after wine and fine dining, South Africa delivers with around 2,600 wineries. However, with over 30,000 wineries, southern France ranks among the most diverse wine regions in the world. Storied estates line up across Provence, Languedoc and the Rhône Valley. On the culinary front, the region already competes at the highest level: Michelin-starred restaurants and creative farm-to-table concepts make towns like Aix-en-Provence and Avignon foodie hotspots. 2026 is shaping up to be an exciting year for the region's hotel scene: COMO Le Beauvallon in Grimaud brings fresh luxury to the Côte d'Azur, while Zannier Île de Bendor creates an exclusive island retreat. Both underline the region's rise as one of Europe's most sought-after luxury destinations. Around a two-hour flight from London to Nice or Marseille, instead of roughly 12 to Cape Town 2. Travel dupe: the Dolomites instead of the rocky mountains. Jagged peaks, dense forests, crystal-clear mountain lakes and spectacular scenic roads - "the Dolomites have elegance and authenticity," says Italian Cefalu. This dramatic mountain range easily rivals the Rockies: endless hiking trails, demanding climbing routes and ski circuits like the Sellaronda offer adventure year-round. Highlights such as the loop around the Tre Cime di Lavaredo (Three Peaks) or the Alta Via 1 long-distance trail make the region a paradise for active travellers. Luxury brands are investing too: Mandarin Oriental opens its first mountain resort in Cortina d'Ampezzo this winter. Reach Bolzano from London on a flight of roughly 2 hours 20 minutes, instead of 10 hours to the Rockies 3. Travel dupe: Georgia instead of Chile. Anyone dreaming of Chile's vastness and untouched landscapes will find a surprising alternative in Georgia, set between rugged mountain peaks and an up-and-coming cultural scene. The climate is similar too: warm, dry summers and cool nights. A popular excursion is the historic Tsinandali Estate winery - the country's most historically significant address, combining a park, museum and hotel. In summer 2025, the luxury hotel The Telegraph opened in the capital, and 2026 will see Marriott's Paragraph Freedom Square follow in Tbilisi. Tbilisi is around 5 hours direct from London, instead of a 14.5 hour flight to Santiago in Chile 4. Travel dupe: Carinthia, Austria instead of British Columbia. Lake Wörthersee shimmers an almost impossible turquoise, while Lake Weissensee charms with its stillness and unspoiled beauty. Visually, these landscapes could easily be mistaken for the vast wilderness of British Columbia - but this is Austria. The southernmost state Carinthia shows its Canadian side in outdoor activities too: kayaking on Lake Faak, or hiking through Hohe Tauern National Park, with around 5,000 kilometres of trails and roughly 500 mountain lakes. Another highlight is the Grossglockner, Austria's highest peak - its spectacular High Alpine Road winds straight through a glacier and rocky landscape. A direct flight from London Stansted to Klagenfurt takes around 2 hours, instead of roughly 9.5 hours to British Columbia 5. Travel dupe: Germany's Uckermark instead of Bariloche, Patagonia. It might sound like a stretch, but the Uckermark's landscape and sense of seclusion recall Bariloche, on the Argentinian side of Patagonia. This large rural district is located in the northeastern corner of the state of Brandenburg in Germany, where visitors can canoe through winding waterways, take long hikes, and spot white-tailed eagles, cranes and beavers. With over 590 bodies of water, the Uckermark is one of Germany's most lake-rich regions. In 2025, German accommodation saw a record 414 million domestic overnight stays. About 2 hours direct to Berlin from London, plus a 1-hour drive, instead of roughly 17 hours to Bariloche from London via a 13.5-hour flight to Buenos Aires, with a further 2-3 hour domestic flight south 6. Travel dupe: Mallorca instead of Tulum in mexico. "Europe is a central part of our strategy," says Cefalù. Linen fluttering in the breeze, raffia bags in the sand, an ice-cold drink in hand - that laid-back boho vibe you'd normally associate with Tulum can be found among the palms, gentle beats and sea air of Mallorca too. On the island's southeast side, around Santanyí, there are secluded turquoise coves, pale sandy beaches and beach clubs that rival the hotspots of the Riviera Maya. The new Purobeach Resort Santa Ponsa is a good example, blending beach club and boutique hotel. With the newly renovated Four Seasons (completed 2025) and the Mandarin Oriental (opened June 2026), a fresh wave of luxury is sweeping into Mallorca. About 2.5 hours direct from London to Palma, instead of roughly 11 hours to Tulum 7. Travel dupe: Zurich instead of Dubai. A longing for glamour and striking architecture doesn't have to mean Dubai. While the glittering city stands for desert spectacle and superlatives - from the Burj Khalifa to the Museum of the Future - Zurich offers a calmer, closer alternative. The Swiss financial hub stages luxury at the very highest level, but more understated. Instead of skyscrapers, the cityscape is shaped by the historic Grossmünster, the Fraumünster with its Chagall windows, and modern architectural highlights like David Chipperfield's extension of the Kunsthaus and Le Corbusier's Pavillon. Zurich and its surrounding areas form one of Europe's densest gourmet regions - and Switzerland has more than 130 Michelin-starred restaurants, three of which (Schloss Schauenstein, Restaurant de l'Hôtel de Ville, and Cheval Blanc by Peter Knogl) hold three stars. Even Dubai can't compete with that. About 1 hour 40 minutes direct from London, instead of roughly 7 hours to Dubai 8. Travel dupe: Tallinn instead of Seoul. Think of Seoul and a futuristic metropolis comes to mind - but Estonia's capital has a similar energy. Like the South Korean megacity, Tallinn blends centuries of history with cutting-edge technology. Medieval lanes meet one of Europe's most digitally advanced societies - from the thriving start-up scene and automated vehicles to the VR-led PROTO Invention Museum and the Tallinn TV Tower. Estonia is trialling an autonomous shuttle service called "Elmo," echoing the kind of high-tech innovation Seoul is known for. In the Telliskivi Creative City district, a young, creative energy pulses through design studios, galleries and food stalls. About 3 hours direct from London to Tallinn instead of roughly 11 hours to Seoul 9. Travel dupe: Norway instead of New Zealand. Geirangerfjord and Nærøyfjord instead of Milford Sound? The numbers speak for themselves: according to UN Tourism, Norway saw a strong rise in visitors in 2025, with visitor spend up 20% on 2024. "Global uncertainty is boosting demand, as many Europeans choose to holiday closer to home," says analyst Caroline Bremner. As in New Zealand, active travellers are spoiled for choice here - kayaking between steep rock walls, glacier hikes, or boat tours through narrow fjords to icons like the Trolltunga rock outcrop or the Preikestolen cliff plateau. About 2 hours direct from London to Stavanger (the gateway for Preikestolen) instead of roughly 24 hours to Auckland on a non-direct flight 10. Travel dupe: Sardinia instead of the Maldives. You don't have to fly to the Maldives for white-sand beaches and turquoise water - Sardinia is a much closer dream destination. Along the Costa Smeralda and the Gulf of Orosei, the island reveals its paradise side, with many boat-only coves offering excellent snorkelling - reminiscent of the Maldives' atolls. 2026 is bringing a boost to Sardinia's luxury hotel scene: the W Sardinia has already opened this spring, with Rocco Forte and Mandarin Oriental properties set to follow. "Luxury travellers are looking for real breaks - places that feel secluded and restorative, but are still easy to reach," says Cefalù. About 2.5-3 hours direct from London to Olbia or Cagliari instead of roughly 10 hours to the Maldives Translation and additional words by Antonia Wilson Christina Mendi Most recent. 26th August 2026