Mandarin Oriental takes on Google exec for new CCO role

Flint will oversee the development and execution of commercial strategy while also taking executive responsibility for all aspects of Mandarin Oriental’s customer experience.

Prior to joining Mandarin Oriental, Flint spent 12 years at Google in general management and sales leadership roles, most recently as managing director – Global Partner Business, overseeing commercialisation for media and technology partners in the Asia Pacific region.

“It is a privilege to join Mandarin Oriental at such an important time; a brand I’ve always admired for service excellence and luxury,” said Flint. “This opportunity is boundless, and I’m excited to return to the travel industry to work with our colleagues and partners around the world to shape the group’s future for our customers.”

Prior to Google, Flint was principal consultant at Ogilvy Asia Pacific, as well as decade in the travel industry leading global e-commerce, CRM and customer service transformation programmes for Singapore Airlines and British Airways.

Flint will also take over the responsibilities of chief marketing officer, Jill Kluge, who will be retiring from Mandarin Oriental this September after 30 years with the company, but will remain as a brand advisor.

“We are delighted to welcome Joanna to Mandarin Oriental. Her global leadership skills, digital expertise and understanding of customer behaviour will strengthen our ability to innovate and enhance our position as a leader in the luxury market,” said James Riley, group chief executive.

“I would also like to thank Jill for an incredible 30 years of service. She has been instrumental in the growth and global awareness of our brand, particularly in devising our “Fan” campaigns. I am delighted that she will continue with the group as brand advisor,” Riley added.

Mandarin Oriental operates 34 hotels and seven residences in 24 countries and territories, and is a member of the Jardine Matheson Group.

Among its recent projects was the completion of the three-year refurbishment of Mandarin Oriental Ritz, Madrid, which reopened last week.