Overview

The goal of the Director of e-Commerce and CRM is to strategically maximize the exposure of our properties across all online distribution and communication channels to ensure increased room revenues, decreased operational costs, and optimal return on investment. The Director of e-Commerce will lead the strategy for guest communications, e-marketing efforts, and database marketing to: ensure brand consistency; enhance the guest experience; and drive incremental revenues by optimizing merchandising and upsell opportunities for the division while increasing Hard Rock Rewards membership.

Responsibilities

BUSINESS RESULTS

• Recognizes potential for increased revenues and recommends or takes appropriate action to realize increased revenue
• Directs development of supporting analysis to evaluate results and business cases that support key recommendations
• Identifies marketing channels and opportunities that will deliver maximum exposure to qualified shoppers looking to travel into partner hotel markets
• Identifies best practices and opportunities to drive new, qualified visitors to discover and engage with our digital assets, enhance the user experience, increase the conversion of shoppers to buyers, and exceed the expectations of online consumers
• Develops relationships with third party vendors to ensure the brand is marketed in the best possible placement with the latest, most accurate information.
• Analyzes and mines our guest databases to identify trends and opportunities to drive revenues and increase guest satisfaction scores
• Develops e-Commerce business objectives, goals, KPIs, targets, and segments at the brand and property level
• Monitors and reports key performance indicators and metrics against historical data and top market competitors

LEADERSHIP & EXECUTION

• Works with brand partners, website management partners, and third party distribution partners to ensure content is optimized acros digital marketing channels, as well as relevant and engaging to consumers
• Consults with properties on e-marketing and ecommerce strategies to ensure that their digital marketing plan, online ad spend, and web analytics are aligned with their business objectives, goals, KPIs, targets, and segments
• Identifies and qualifies key technology platforms, services, and partners (vendors) to help facilitate strategic revenue goals
• Works closely with key partner contacts, including: CRS, website CMS, OTAs, and at the property level to ensure optimal use of resources and tracking of all core metrics and KPIs
• Improves business results/market share by developing and implementing new ways to promote the company while increasing revenue and profits
• Attend client functions and designated events to provide support, ensure guest satisfaction and promote future business

GUEST ENGAGEMENT

• Leads the branduest communications strategy to ensure brand consistency and enhancing the guest experience (new and existing)
• Monitors the top user review sites and reports on any trends that could potentially reflect negatively on the hotel and its online reputation
• Monitors and ensures data (and content) integrity (text and images) throughout all distribution channels

EMPLOYEE ENGAGEMENT

• Build positive working relationships with management at Hard Rock Hotel properties
• Liaises with property contacts to provide support and guidance as needed
• Reaches across departments and is able to conjure colaboration to ensure positive results
• Assists with training programs as necessary

LEARNING & APPLYING EXPERTISE

• Reviews and analyzes market intelligence, web analytics, business intelligence, and related key performance indicators to identify trends and opportunities to generate additional revenue
• Assists in the on-boarding and implementation process of new properties to our Central Reservations System
• Provides feedback on our vendors and support teams to ensure quality and efficiency are paramount

This job description reflects managementssignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

Qualifications

MINIMUM (EDUCATION, EXPERIENCE, ATTRIBUTES & TRAVEL)

• Minimum of 5 year of Hotel management environment.
• Extensive knowledge of database management and e-marketing strategies
• Extensive experience in marketing and advertising preferable
• Strong understanding of revenue management and electronic distribution concepts.
• Ability to coordinate, and oversee support teams and work in multiple projects simultaneously is imperative
• Superb communications skills (written, oral) are a must
• Strong teamplayer and negotiation skills required
• Ability to travel as required

SKILLS (LANGUAGE, MATHEMATICAL, TECHNICAL & REASONING)

• Highly developed attention to detail
• Strong knowledge of HTML and other code languages preferred
• Strong computer and analytical skills, highly organized, and ability to prioritize are essential to success in this position.