As SVP of Guest Services at Accor, Ian is the head of customer strategy and responsible for the broad functions of customer acquisition, engagement & experience, loyalty and global partnerships. As part of his role, Ian is heavily involved in the transformation of Accor into a Customer Centric organization using loyalty and partnerships as a catalyst for augmented hospitality.
Ian has extensive global management experience with large multinational organizations and an extensive track record managing multi-cultural teams at senior levels in travel & hospitality, aviation, consulting, retail and media organizations across three continents.
Ian holds an MBA from Queen’s University in Canada and a PhD in Marketing from Cranfield University in the UK. He speaks frequently at loyalty, analytics and customer engagement events worldwide
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