Cluster E-Commerce

JOB SUMMARY
Reporting to the Cluster Director of Corporate Communications, the Cluster E-commerce & Digital Marketing Manager will work closely with the Cluster Director of Commercial Strategy & Sales and Cluster Director of Revenue Management to ensure a cohesive approach to align digital strategies on direct and indirect with revenue goals. This role involves managing the hotel websites, OTAs, CRM, digital marketing and social media campaigns to ensure consistent and effective online engagement with potential and existing guests. He/She is also responsible for determining tactical efforts, which drive revenue to the hotel on all streams: Rooms, F&B, MICE, Weddings, Spa & other ancillaries.
What you will be DOING:
Strategic planning
· Participate in the strategic planning, marketing plan and budgeting processes to provide expert input.
· Build digital yearly plan covering all digital channels and levers (direct and indirect).
Website Management
· Oversee the design, functionality, and content of the hotel website / / Standalone).
· Ensure the websites is optimised for SEO and user experience.
· Regularly update the site with current promotions, events, and relevant content to push Rooms, F&B outlets, MICE, Weddings and Spa.
OTAs
· Manage relationships with Online Travel Agencies (OTAs) such as , Expedia, etc.
· Coordinate OTA strategy together with the Director of Revenue Management.
· Optimise listings and manage content on all third-party websites.
· Monitor and analyse performance metrics to enhance visibility and conversions.
· Activate and manage digital tools on OTAs platforms Sponsored Ads, Expedia Travel Ads, Packages, Visibility Boosters, etc.)
Digital Marketing
· Develop and implement comprehensive digital marketing strategies, including SEO, content and email marketing with focus on Rooms, F&B outlets and MICE.
· Coordinate with the marketing team to ensure brand consistency across all digital platforms (images, videos, descriptions, offers, etc.).
· Handle the email marketing with the third-party tool for Rooms, F&B and other outlets in line with the strategy and corporate guidelines.
· Manage hotel's online reputation to identify areas for improvement in guest experience.
· Work with the guest relations team to address any online guest complaints or issues promptly.
Social Media Management
· Execute social media strategies together with a marketing team to enhance brand awareness and engagement.
· Curate content for platforms such as Facebook and Instagram.
· Monitor social media channels coverage and performance.
Data Analysis and Reporting
· Analyse data from various digital platforms to track performance and identify opportunities for improvement.
· Measure and report the performance of all digital marketing campaigns and assess against goals.
· Prepare regular reports on key metrics, such as website traffic, conversion rates, and revenue generated from digital channels.
· Monitor third party intelligence sources to identify revenue opportunities (OTA, GDS, market studies, web tools and levers).
General
Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.
Participate and contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
Perform any other duties and responsibilities that may be assigned.
Your experience and skills include:
· Degree in Marketing, Business, Hospitality Management, or equivalent.
· Minimum 5 years of experience in e-commerce, digital marketing in a managerial appointment.
· Good business acumen, critical thinking and strategic decision-making skills.
· Strong human relations and influencing skills.
· Strong communications (verbal and written), planning and coordination skills.
· Ability to work independently and take initiative.
· Strong time management skills.
· Creative and innovative mindset.
· Detail-oriented and highly organised.
· Composed and confident in dealing with luxury clientele.
· Strong understanding of current digital marketing concepts.
· Strong understanding of SEO, SEM, and online marketing strategies.
· Knowledge of hotel management software and OTA platforms is an added advantage.
· Proficiency in web analytics tools (e.g., Google Analytics) and content management systems (CMS).
· Be familiar with the latest digital platforms to maximise revenues.
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