Web Operations

The Project and Operations Executive is key to the smooth functioning of the regular operations of the various digital platforms, particularly the website CMS and CRM. This individual will have a strong working knowledge of the platforms' feature sets to support internal customers in regional offices and properties, and also assist in the overall planning, delivery, and technical integrations. He or she will be the first line of contact for our regional and hotel colleagues worldwide for day-to-day activities – web operations, content production, operational and administrative aspects. This role reports to the Director of Digital Products & Platforms.

Key Areas of Focus

Project and Product Management

• Support the team to deliver the digital platform product roadmap for MHR.
• Manage and maintain the Knowledge Base, one of the key support resources for internal users, including writing and updating technical documentation and user guides.
• Coordinate with regional offices and hotels on digital platform requirements before and during the deployment of every new feature.
• Understand business processes at the operational level and translate these into platform specifications.
• Support in the exploration, evaluation, and design of technical solutions.
• Evaluate and test new and evolving technologies in the market to ensure we have the best technology partners in our integration and development plans.
• Proactively determine system improvements for corrective actions.

Operations

• Support the Global Marketing team by providing operational and administrative support to drive e-commerce performance and deliver the best digital experience for customers.
• Manage digital platform operations and support internal users, including troubleshooting issues and managing enquiries.
• Administer user access for the Sitecore Content Management System and other secondary integrated platforms.
• Support global and regional content teams for the creation of global pages, hotel pages, and promotional pages.
• Own the issues ticketing system and be fully responsible for monitoring and resolution within the agreed timeframe.
• Maintain website appearance to be on-brand and aligned with visual direction by developing and enforcing content and display standards, and by editing submissions as necessary.
• Execute the User Acceptance Test (UAT) process for all deployments.
• Update and monitor budget by gathering and organising financial information, and processing monthly invoices.
• Carry out any other duties and responsibilities as assigned.
• Manage the group's domain name portfolio.
• Manage and maintain the Knowledge Base, including technical documentation and user guides, as well as proper documentation of all hardware and software changes and revisions.
• Oversee daily web operations, ensuring website uptime, stability, and performance.
• Manage website security and performance through Cloudflare, including caching, threat mitigation, and redirection.
• Implement and manage GTM (Google Tag Manager) for accurate deployment of analytics and marketing tags.
• Troubleshoot payment systems and resolve customer transaction flow issues.
• Plan, manage, and track Jira tickets for each sprint, coordinating across development, QA, and deployment.
• Use Python and R to automate repetitive tasks.
• Manage operational (OPEX) and capital (CAPEX) budgets, including invoice tracking and liaising with the Finance team.
• Maintain and update website content via Sitecore CMS.
• Document web logic processes and create BPM models.

Experience and Skills

• Good educational background, preferably degree qualified in Computer Science, Marketing, or related fields.
• Minimum 2–3 years of experience in a similar web operations or digital platform role.
• Meticulous, with a keen eye for details to ensure all aspects of web operations are handled effectively.
• Excellent written and verbal communication skills.
• Solid organisational skills, including time-management and multi-tasking.
• Strong working knowledge of Microsoft Office.
• Experience in the hospitality sector would be an advantage but is not required.
• Previous experience with Sitecore CMS would be an advantage but is not required.
• Familiarity with Scrum and Lean software development processes would be an advantage but is not required.
• Experience with Sitecore CMS, Cloudflare, Google Tag Manager, Jira, Python, and R automation skills are strong advantages.