E-Commerce & Digital Marketing Manager

Description

The E-commerce & Digital Marketing Manager, reporting to the Cluster Director of Corporate Communications, will collaborate closely with the Cluster Director of Commercial Strategy & Sales and the Cluster Director of Revenue Management to align digital strategies with revenue objectives. This role is responsible for overseeing the hotel's websites, OTAs, CRM, digital marketing, and social media campaigns, ensuring consistent and impactful online engagement with both potential and current guests. Additionally, the manager will focus on driving revenue across all hotel streams, including Rooms, F&B, MICE, Weddings, Spa, and other ancillary services, through targeted digital efforts.

Responsibilities and Duties

Strategic Planning * Contribute to the strategic planning, marketing, and budgeting processes, offering expert insights. * Develop a comprehensive digital plan for the year, covering all digital channels and tactics (direct and indirect). Website Management * Oversee the design, functionality, and content of the hotel’s websites (All.com, Brand.com, Standalone). * Ensure websites are optimized for SEO and provide a seamless user experience. * Regularly update the site with current promotions, events, and relevant content to promote Rooms, F&B, MICE, Weddings, and Spa services. OTAs Management * Manage relationships with Online Travel Agencies (OTAs) such as Booking.com, Expedia, etc. * Collaborate with the Director of Revenue Management to align OTA strategies. * Optimize listings and manage content across all third-party platforms. * Monitor and analyze performance metrics to improve visibility and conversion rates. * Activate and manage digital tools on OTA platforms (e.g., Sponsored Ads, Travel Ads, Packages, Visibility Boosters). Digital Marketing * Develop and implement comprehensive digital marketing strategies, including SEO, content, and email marketing, focusing on Rooms, F&B outlets, and MICE. * Coordinate with the marketing team to ensure brand consistency across all digital platforms (images, videos, offers, etc.). * Manage email marketing campaigns using third-party tools for Rooms, F&B, and other outlets, in line with strategy and corporate guidelines. * Oversee the hotel’s online reputation, identifying areas for improvement in guest experience. * Work with the guest relations team to resolve any online guest complaints or issues promptly. Social Media Management * Execute social media strategies with the marketing team to boost brand awareness and engagement. * Curate content for platforms like Facebook and Instagram. * Monitor social media coverage and performance. Data Analysis and Reporting * Analyze data from various digital platforms to track performance and identify areas for improvement. * Measure and report the performance of digital marketing campaigns, comparing results to goals. * Prepare regular reports on key metrics such as website traffic, conversion rates, and revenue from digital channels. * Monitor third-party intelligence sources to spot potential revenue opportunities (e.g., OTA, GDS, market studies, web tools). General Responsibilities * Adhere to all workplace safety and security policies. Report accidents, injuries, and incidents to the manager immediately. * Actively participate in all Corporate Social Responsibility and Sustainability initiatives organized by the hotel. * Perform any other duties as assigned by management.

Qualifications and Requirements

* Bachelor’s degree in Marketing, Business, Hospitality Management, or a related field. * At least 5 years of experience in e-commerce and digital marketing, with a focus on managerial roles. * Strong business acumen, with the ability to think critically and make strategic decisions. * Excellent interpersonal skills and the ability to influence and build relationships. * Exceptional communication skills (both verbal and written), with strong planning and coordination abilities. * Self-motivated with the capacity to work independently and take initiative. * Excellent time management skills and the ability to prioritize effectively. * Creative and innovative mindset with a passion for staying ahead of trends. * Highly organized and detail-oriented with a strong focus on accuracy. * Confident and composed when engaging with luxury clientele. * In-depth understanding of current digital marketing practices and trends. * Proficient in SEO, SEM, and online marketing strategies. * Knowledge of hotel management software and OTA platforms is a plus. * Experience with web analytics tools (e.g., Google Analytics) and content management systems (CMS). * Familiar with emerging digital platforms to drive revenue growth.

Working Condition

Working hours

5 days / 44 hours