​​Director of Digital & E-Commerce​

Job title:

​​Director of Digital & E-Commerce​

Company:

Regional Office – Palma

Job description

Description:At Hyatt ‘We care for people so they can be their best’. This is demonstrated in our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing. Joining us means you will be part of the ever-growing Hyatt family which has 1150 hotels in over 70 countries and is recognized as a Great Place to Work Company! Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities.Consider your next career step as ​​​​Director of Digital & E-Commerce in our corporate office in Palma with the Commercial Team.Your main mission will be: Reporting to the VP Sales Revenue & BD South, the ideal candidate will work with executive leadership to lead the vision, tactics and financial accountability of the digital and contact center channels for the Inclusive Collection in Europe. This includes all paid tactics to drive traffic to the digital platforms such as paid digital / performance marketing (paid channels), email programs, improving the shopping and booking experiences, A/B testing and contact center operations to drive revenue and handle pre-stay service calls – all of which focusing on European properties part of the Inclusive Collection.Your main functions will be:

• Develop and monitor Inclusive Collection long-range strategic goals for the direct channels as revenue and EBITDA drivers for the European properties .
• Strategize, plan, manage, and continuously improve robust cross-media paid digital marketing programs, including a combination of CRM programs, meta search, display, paid social and others as needed, in conjunction with the global digital marketing team.
• Monitor performance of Search Engine Optimization metrics for European resorts in the Inclusive collection, in conjunction with the global digital marketing team.
• Oversee the development of new websites and landing pages to support our direct digital marketing strategy for the Europe resorts, in conjunction with the global Trisept and Shopping Experiences teams.
• Recommend and lead appropriate marketing research initiatives to support direct digital objectives.
• Measure and report performance of all digital marketing campaigns, and assess against goals (Return on ad spend, traffic, conversion and revenue driven from paid digital media.
• Identify trends and insights, and optimize spend and performance accordingly.
• Collaborate with agencies and other vendor partners as necessary to achieve revenue volume and share of total EMEA revenue from direct channels.
• Brainstorm new and creative growth strategies to acquire and convert buyers.
• Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
• Build and maintain in-house or outsourced contact center team to handle reservations and pre-stay calls, in collaboration with global contact center teams within Inclusive Collection– fully accountable for the staff compensation and performance.
• Monitor contact center key performance metrics including revenue driven, call conversion, abandonment rate, payroll cost and incentives along with detailed metrics (average handle time, average speed of answer etc).
• Demonstrate a commitment to Hyatt core values.

What you will love about us!· DKV Medical Insurance.· 12 complimentary nights a year across Hyatt Hotels worldwide.· Two days of remote work.· Complimentary access to a multifaceted Wellness Platform in the care of mental well-being inspiring human growth.· Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide.Qualifications:What do we expect from you?· ​​At least 10 + years of experience in digital marketing and E-Commerce in major European markets and focus on
the leisure segment.· ​​At least 5 years of experience in managing Contact Centers.· ​​Deep knowledge of the European travel industry, with focus on B2C shopping behaviors in the following
markets: Spain, UK, Germany and France.· ​​Proven experience in building innovative, proactive, high-impact digital channels; utilizing all relevant channels
and aligning strategies with business goals in order to drive revenue and customer engagement.

Expected salary

Location

Palma de Mallorca, Baleares

Job date

Wed, 12 Feb 2025 01:26:13 GMT

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