Manager, E-Commerce & Digital Marketing

JOB SUMMARY

Reporting to the Senior Director, E-Commerce and Digital Marketing, the individual drives digital performance across Capella Hotel Group's brands and properties, supporting direct bookings, non-room revenue growth and guest engagement.

The role manages day-to-day website operations, digital campaigns and CRM activities, ensuring communications align with brand standards and commercial objectives while protecting the online guest experience. As a digital marketing subject matter expert, the manager guides operational and pre-opening hotels, works closely with internal teams and external partners, and supports the group's digital transformation initiatives.

THE ROLE

Website Management and Online Guest Experience

• Own the day-to-day operations of CHG's websites, ensuring content is accurate, current, consistent with brand standards and aligned with commercial priorities.
• Protect the integrity of the online guest experience through regular checks of website functionality, booking journeys, links, forms, offers and tracking.
• Coordinate with hotel teams, technology partners and agencies to resolve issues and implement improvements.
• Identify opportunities to improve website usability, discoverability and conversion, using performance data and guest behaviour to guide recommendations.
• Regular review and audits and ensure action plans are thoroughly followed up by the properties.
• Review and approve properties new content timely and within the standard turnaround time.

Commercial Performance and Revenue Growth

• Drive progress towards website booking, direct revenue and conversion targets, working closely with marketing, revenue and hotel teams.
• Translate business priorities into digital activity that delivers measurable commercial value.
• Develop digital opportunities beyond room bookings, including experiences, gifting and other hotel offerings.
• Support hotels in planning and managing digital marketing budgets, allocating investment effectively against business objectives.
• Identify trends and insights, and recommend adjustments to campaigns, spend, content and guest journeys to improve performance.
• Identify global commercial moments throughout the calendar year, plan, manage budget, set KPIs, review performance, adapt strategy if needed, and submit the campaign report.
• Manage agency and review performance output, adaptation to maximise the result.

Digital Marketing Campaigns

• Plan, execute and optimise group digital marketing campaigns across relevant channels, coordinating with hotels, agencies and internal stakeholders.
• Ensure campaign messaging, creative assets, landing pages and booking journeys are aligned and quality-checked before launch for both brand and hotel campaigns.
• Support hotels in improving performance across their digital channels and ensuring activity follows group standards.
• Work with affiliation and commercial partners to deliver co-marketing campaigns that support awareness, guest acquisition and revenue growth.
• Ability to judge suitability of asset quality aligning with the brands as well as ability to create copywriting and call to action for campaigns.

CRM and Guest Engagement

• Manage day-to-day activities on the group's CRM platform, including email campaign deployment at brand and property levels.
• Coordinate campaign briefs, audience segmentation, content, testing, scheduling and performance reporting.
• Ensure guest communications are relevant, consistent with brand standards and aligned with applicable consent and data governance requirements.
• Support the development and optimisation of guest journeys that encourage repeat stays, cross-property discovery, non-room purchases and continued engagement.
• Review and analyze the email campaign result for improvement and effectiveness.

Hotel Consultation and Digital Capability

• Work with hotel marketing teams to translate business requirements into practical, value-driving digital activity.
• Guide hotels on digital best practices, campaign planning, website content, performance measurement and the online guest experience.
• Act as a digital champion across the group, sharing insights and building hotel teams confidence and capability.
• Support digital readiness for hotel openings, including website content, booking journeys, campaign activity and measurement.

Reporting and Digital Transformation

• Develop regular reports on the performance of CHG's digital efforts, highlighting results, commercial implications and recommended actions.
• Monitor agreed KPIs across website performance, bookings, campaign effectiveness, CRM and guest engagement.
• Work with agencies and technology partners to maintain reliable tracking and reporting.
• Support the group's digital transformation initiatives through business input, testing, implementation and hotel adoption.

TALENT PROFILE

Qualification

• Bachelor's degree in marketing related field

Work Experience

• 5 + years of related experience in digital marketing
• Relevant experience in digital marketing, e-commerce, website management and CRM, preferably within hospitality, travel or premium consumer brands.
• Proven ability to improve direct bookings, campaign performance and guest engagement, with an understanding of non-room revenue opportunities.
• Experience advising multiple properties or business units and managing agencies and technology partners.

Technical Skills

• Proficient in GA4, Google Tag Manager, Looker Studio and Excel.
• Working knowledge of Google Ads, Meta Ads Manager, Google Search Console and SEO tools.
• Hands-on experience with website CMS and CRM/email platforms; Adobe Experience Manager and Salesforce Marketing Cloud experience preferred.
• Familiarity with hotel booking and guest engagement platforms such as SynXis, Triptease, and SevenRooms.
• Comfortable using AI tools responsibly for research, analysis and productivity.
• Commercial judgement and ability to turn data into practical actions.
• A keen eye for brand consistency, content quality and the online guest experience.
• Strong communication, stakeholder management and project prioritisation skills.
• Proactive and detail-oriented, with the ability to guide hotel teams and take ownership of delivery.
• Ability to assess visual quality and aesthetics
• Strong eye for detail and composition
• Understanding of luxury codes and visual sophistication

Kindly be informed only shortlisted candidates will be notified.