Objective

The Manager, Digital Experience supports the global digital strategy for the MOHG website experience and guest app including the content and booking engine. The role is responsible for updating and managing content, creating exceptional and differentiated digital brand experiences through the website and app in addition to increasing direct bookings via mandarinoriental.com. 

The Manager, Digital Experience will work with corporate and hotel stakeholders to maintain and update MOHG’s digital platforms and optimise all aspects of the Group’s digital approach to drive guest conversion. The role requires high levels of organisation and prioritisation to manage content requests from hotels and other stakeholders.

The Manager, Digital Experience is tasked with maximising revenue growth via direct web platforms. The role maintains strong digital and retailing acumen, to enhance our customer digital experience and drive conversion rate improvements across auxiliary products including Gift Cards, Food & Beverage, Spa & branded products.  

The Manager, Digital Experience is responsible for coordinating and retailing hotel content, delivering a customer-centric web and app experience while utilising retailing best practices to drive customer engagement & purchases. 

The role maintains exceptional problem-solving and communications skills and is naturally creative, pragmatic, and collaborative. As well as utilising eCommerce best practice to inform web strategy, the Manager, Digital Experience will incorporate data & analytics inputs to improve customer flow & generate increased revenue.

Roles & Responsibilities

• Possess a strong knowledge of the eCommerce space including competitive strategies, marketing strategies, product development, consumer research, usability best practices and industry trends.
• Conduct regular audits of the website and app to identify areas for improvement and optimisation.
• Utilise analytics tools to track user behaviour and make data-driven decisions for continuous improvement.
• Test & implement established eCommerce tactics such as Web Personalisation, Basket Abandonment, Upselling, purchase prompting, etc. to drive website conversion rate & increase revenue generation.
• Work cross-departmentally to optimise MOHG eCommerce strategies and analyse where there is room for improvement.
• Support wider efforts to build an effective marketing plan for MOHG products providing digital input & expertise.
• Cultivate standards, systems and best practice for content creation, distribution, maintenance, and new product listings.
• Work with partner vendors and internal digital team to continuously improve customer purchase experience.
• Be an ambassador for Mandarin Oriental’s customer-first approach

Minimum Job Requirements

• Minimum of 5 years’ experience operating in Digital/eCommerce, with a demonstrable track record in delivering compelling digital experiences.
• Comprehensive understanding of all aspects of website operation, particularly Sitecore CMS and Frontify DAM.
• Experience of working within JIRA and managing multiple ongoing tasks/requests.
• Strong project and stakeholder management skills.
• Comfort working in an agile and constantly evolving environment.
• Self-starter with the ability to set direction and execute.
• Proficiency in Microsoft Office tools including Microsoft Excel, pivot tables, charts and statistics.