eCommerce Services Manager, Northern & Central Europe

Hilton Worldwide
14 Oct 2016
29 Oct 2016
Contract Type
Company description: What will it be like to work for Hilton Worldwide? With thousands of hotels in more than 100 countries, Hilton Worldwide offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. If you understand the importance of a proper welcome and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Worldwide. Because it's with Hilton Worldwide where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. We're Hilton Worldwide. Welcome. What will I be doing? As an eCommerce Services Manager, you will be the dedicated point of contact for hotels, owners, and regional teams to execute eCommerce activities; develop "opt-in" services such as local hotel, paid search, strategic linking, email, landing pages etc to exploit existing brand resources, and ensure activities are aligned and consistent with overall brand strategy; execute brand level e-promotions at regional and local market level; and act as an additional online expertise resource working with regional revenue management, marketing, sales and BPS, operating in an owner agnostic approach. Job description: Specifically, you will be responsible for performing the following tasks to the highest standards: •Manage the international source market website, with specific focus on improving/increasing hotel share of wallet in the market via the online space. •Understand and adhere to all overarching brand standards around voice and message but customize for target audience and market (i.e. localization) as needed •Promote, drive engagement, and manage delivery of all eCommerce Pay to Play programs with hotels and regional teams, to drive online revenues, leveraging existing brand communication vehicles •Trial and implement new local services and share Best Practices with Global Online for onward communication / sharing with Brands, Customer Marketing and other Area eCommerce teams •Serve as primary contact for hotels and regional teams to engage with Global Online group for incremental online tools/resources beyond Brand system-wide standard offering •Optimize the local hotel website, localizing and publishing appropriate local, regional and global promotions, consistent with Brand guidelines •Support the Brands, Customer Marketing, HSW, BPS, and regional teams in executing global programs in the local online market through localization, management and retailing of source market website, and by modifying existing programs to support seasonal brand messages •Collaborate with 'Brand Managers - hotel tools and resources' to ensure brand messages (webinars/training) are shared with hotel GM's and franchise/management groups so visibility and option of best demonstrated practices and ROI is shared to support engagement of these resources •Provide analytics ROI and efficiency when programs should be leveraged and reviewed to be automated by the Brands across all hotels •Ensure appropriate communication with other regional teams and back up to central brand teams to ensure alignment and optimum execution, globally and locally •Continue to seek-out and develop new forms of cutting-edge technologies for test-and-learn applications to drive competitive advantage, revenue and plan ROI Planning Activities (20% of the time). Tasks may include: •Research and help to identify business opportunities for [AREA} hotel online performance improvement and reports findings and conclusions to upper management •Manage the objectives for the department/project and how those objectives are going to be accomplished Organising Activities (30% of the time). Tasks may include: •Work with key stakeholders, agencies and departments in [AREA}, structuring the resources and activities of the department/project so objectives are accomplished •Disseminate, organize and communicate regarding assignments and projects within the department/project team •Evaluate and streamline business processes to maximize efficiency and effectiveness within the department •Work with 'Manager - hotel tools and resources' to ensure hotel and regional promotions are aligned with over-arching brand positioning and strategy •Manage the cross-functional links between Global On Line Services, and Key Stakeholders/Departments in [AREA] •Adhere to measurements of Global eCommerce for the websites to ensure effectiveness, usage and awareness. Directing Activities (20% of the time). Tasks may include: •Implement and manage departmental processes and procedures to ensure strategies and directives of department are carried out and in accordance with department and company objectives •Oversee the development and administration of all [AREA] eCommerce programs •Communicate important and necessary information to stakeholders via memos, reports and phone calls •Manage third party relationships; identifies primary eCommerce vendors locally, negotiate and monitor quality and cost of services •Leverage effective partnerships with Global eCommerce, Search, Revenue Management, Brand Sales, Brand Marketing, HSW, and Hotel Operations •Inform upper management of department's progress and advise them on key issues to help the decision making process Controlling Activities (30% of the time). Tasks may include: •Oversee proper controls to ensure that all eCommerce processes and procedures are in place and effective site management is maintained •Oversee and evaluate systems to ensure all critical functionality is operating as designed and to identify opportunity for development •Own and manage all [AREA] eCommerce activities. (i.e. process, function, project) •Ensure established performance standards for [AREA] eCommerce department (i.e. department, job, project) are met •Assess actual performance against standards to determine whether the [AREA] eCommerce department (i.e. department, team, project) is on target to reach goals and takes corrective actions as necessary •Ensure business plan is being followed and goals are being achieved and provides feedback accordingly •Enforce policies and procedures that will improve the overall operation and effectiveness of the department and Company •Operate within established budgetary parameters Required profile: What are we looking for? •Effective communication skills •Excellent interpersonal skills that build trust and instill confidence in order to motivate & influence others •Absolute discretion and confidentiality regarding sensitive information •Ability to take initiative to identify, prioritize & implement all elements required for team to fulfill responsibilities in accordance with core strategic goals •Strong problem solving skills •Ability to work well under pressure and effectively multi-task. •Ability to collaborate with others and act in an objective manner in order to solve problems and to achieve organizational goals •Proficient web analytics (i.e. technical) skills with the ability to quickly learn new programs and train staff •Strong project management skills •Knowledge of business mathematics, including ability to calculate percentage changes and averages/ weighted averages; working knowledge of Microsoft Excel, including ability to understand/manipulate basic spreadsheets •Understanding of principles and practical application of driving engagement and awareness of websites •Ability to analyze website performance data (i.e. financial, statistical and/or performance) What we offer: What benefits will I receive? Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of The Hilton Market Place which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide. REQUIRED QUALIFICATIONS Bachelors degree or significant work experience in lieu thereof Proven experience in online marketing roles in Europe PREFERRED QUALIFICATIONS • Advanced degree in business studies / marketing preferred • Optimum mix of work experience would include exposure to hotels, marketing and eCommerce roles • Supervisory experience advantageous • In depth knowledge of driving engagement and awareness of websites • Proficiency with MS Word, Excel, PowerPoint and Outlook This job was originally posted as