Primary responsibilities
- Reporting to the Executive Director, the Director, Digital, Loyalty & Special Projects is responsible for the strategic direction and annual performance of Park Hotel Group’s direct channel revenue through earned and owned and paid Social media/Digital channels and build qualifying Park Rewards Members databases.
- The role directs the multi-year vision for Digital Marketing & Loyalty for Park Hotel Group and is accountable for the development and implementation of best-in-class direct channel initiatives to drive performance and guest satisfaction throughout guest touchpoints.
- Digital Marketing & Loyalty leads the implementation of marketing initiatives and ensures alignment with Distribution & Revenue, Sales, Communications and Technology team. The role is accountable for the delivery of all budgeted system revenues and responsible for the delivery of marketing messages through owned, earned, paid media and distribution channels for Park Hotel Group
Job Function
1. Financial Returns
- Set strategic direction for the distribution functions, including, but not limited to, Digital & Loyalty, optimise content, channel optimisation, enhance booking tools, new payment model, within the region and drive delivery against stretching performance to grow key metrics against agreed targets.
- Sponsor and/or lead multi-functional, cross-regional task forces/project groups to scope and implement new channel platforms in-tune with overall strategic prioritisation.
- Influence the annual global strategic planning process to represent key initiatives and focus markets
- Establish extensive knowledge base through internal and external sources to define and set an innovative localisation agenda for regional distribution channels delivery. Identify and respond to key consumer/industry trends and determines future regional (key market) channel scenarios.
2. Leading People
- Create an environment for a highly engaged team and lead towards maximum effectiveness by developing team members towards their full potential, assigning roles/tasks that facilitate personal growth and shepherding people over time toward roles where they continue to develop and operate suited to their professional areas of strength.
- Lead assigned functions within established budgetary and manpower plans; establish goals, performance standards, and operating procedures for assigned functions. Participate in creation and management of department staffing and capital budgets.
3. Guest Experience
- Responsible for the booking experience and delivery of marketing communications on distribution channels while ensuring all processes and content is maintained in a branded fashion.
- Responsible for monitoring performance and developing recommendations for improvements on guest experiences through all distribution channels as well as highlighting further opportunities across the customer journey via social reviews and/or guest relation queries against hotels and/or guests.
