Product Owner, Customer Loyalty / CRM
InterContinental Hotels Group
Sole Product Owner of 3 global CRM products serving 5,003 hotels. Redesigned promotions platform and coordinated offshore team in India.
Impact
5,003
hotels globally
91%
active usage on Arrivals Reports
In this role
As sole Product Owner I ran three global CRM products for 5,000+ IHG hotels: a self-serve promotions platform, the daily front-desk Arrivals Reports, and a guest-profile 360 dashboard. I redesigned GuestConnect around an 8-step offer wizard and a "Corporate Carrie" persona, and coordinated an offshore team in India.
I drove the Arrivals Summary Report to 91% active usage. It was my first taste of true enterprise scale: per-property offers from Atlanta to Dubai.
Case studies
Guest Arrival CRM for Hotel Front Desk Teams at IHG
Designed CRM tooling for front desk teams to personalize guest arrival and improve loyalty.
GuestConnect Hotel Promotions Platform for IHG
Redesigned the self-serve marketing platform for franchise managers to run targeted promotions. Designed for scale, flexibility, and clarity.
Writing
Skills used
Meanwhile
What else was running alongside this role.
Student: Agile SDLC
Scrum Alliance Certified Scrum Master (CSM).
Early interests
Mountain Goat, SXSW, Krystal Higgins. Backlog management, effort estimation, user experience, new user onboarding.