Brand Manager/General Manager
4 days ago
London
Zedwell Hotels is seeking a strategic and visionary Brand & Guest Experience Manager to unify and elevate the brands presence across all guest touchpointsdigital, physical, and interpersonal. This hybrid leadership role combines brand marketing, experience design, communications, partnerships, and internal culture to ensure Zedwells purpose is reflected in every guest interaction. This individual will lead brand expression, creative development, guest journey design, brand partnerships, training, and creative collaboration, ensuring Zedwells brand is both emotionally resonant and operationally scalable as it expands into new markets. \n\n Brand Strategy & Communications \n Define and evolve Zedwells brand positioning, and tone of voice across all platforms. \n Oversee and align all internal and external communications, ensuring visual and verbal consistency across print, digital, social and signage. \n Manage PR agencies, brand consultants, and media partners to ensure cohesive storytelling and reputation building. \n\n Creative Direction & Content \n Lead and manage internal and external creative teams (e.g., graphic designers, copywriters, photographers, videographers) to ensure that everything produced is on brand. \n Oversee the development of campaign assets, brand collateral, and on-property content to reflect Zedwells ethos and aesthetic. \n Set and uphold creative quality standards across all guest-facing materials. \n\n Design and optimize the entire guest journey, online and on-property, ensuring it aligns with brand purpose and emotional storytelling. \n Collaborate with operations, design and development teams to integrate brand rituals and sensory cues into every touchpoint. \n Develop immersive guest experiences and brand activations that reinforce Zedwells brand. \n\n Brand Consistency Across Properties \n Conduct regular brand audits across Zedwell hotels to assess consistency in key sensory and visual touchpoints, including signage, scent, uniforms, tone of voice, and overall visual presentation. \n Ensure that the indoor environment across all properties aligns with Zedwells brand identity and evokes a unified, calming guest experience. \n Build systems to maintain consistency while allowing for regional adaptation and local touches. \n\n Brand Standards, Guidelines & Playbooks \n Define, document, and write comprehensive brand standards for all guest experience touchpoints, ensuring consistency, scalability, and operational feasibility. \n Create and maintain a living brand book that evolves with the business, capturing both creative expression and service principles. \n Develop brand playbooks, style guides, and experience manuals to guide visual, verbal, and behavioural standards across teams and properties. \n Create a scalable brand playbook for new hotel openings, ensuring every new Zedwell property launches with full alignment across brand identity, service rituals, sensory design, and guest communication. \n Ensure brand integrity is protected from dilution as the brand scales across markets and formats. \n Lead the alignment of Zedwells brand in new regional markets, taking into account local cultural adaptations, guest expectations, and service behaviorsbalancing global consistency with regional sensitivity. \n\n Internal Culture & Brand Training \n Develop and lead employee brand immersion programs and service training. \n Build a strong internal culture of brand ambassadorship, enabling staff to embody brand values in guest interactions. \n Partner with HR and leadership to integrate brand culture into onboarding and staff development. \n\n Partnerships & Brand Collaborations \n Identify, initiate, and manage partnerships with lifestyle, design, and cultural brands that align with Zedwells values. \n Co-develop collaborative guest offerings, experiences, and co-branded initiatives that add value and drive brand differentiation. \n Collaborate with marketing and operations to bring partnerships to life across physical and digital touchpoints. \n Ensure all partnerships uphold brand standards and deliver meaningful impact for guests and the Zedwell brand. \n\n Monitor and analyse brand equity, guest feedback, Net Promoter Score (NPS), campaign performance, and engagement metrics. \n Use insights to refine brand strategy, guest experience design, and communications. \n Report on KPIs to senior leadership, aligning brand impact with business performance. \n\n\n Brand messaging across website, OTA, and kiosks is clear, warm, and aligned with Zedwell values. \n The team is using a live, practical brand toolkit across marketing and property openings.