We are a prestigious worldwide hotel chain operating approximately 230 luxury and budget properties across various continents. With a commitment to exceptional guest experiences and a diverse portfolio, we seek a dynamic and strategic leader to fill the role of Global Head of Hospitality eCommerce, CRM & Platform.Job Title: Global Head of Hospitality eCommerce, CRM & PlatformLocation: Beijing, Hong Kong, Macau, or Singapore (with global travel)Position Overview:As the Global Head of Hospitality eCommerce, CRM & Platform, you will spearhead the development and execution of the company's online strategies to enhance 'brand.com' revenue, guest loyalty, and yield across the global hotel chain. This pivotal role requires an expert in international hospitality online booking trends and challenges, with a deep understanding of Chinese culture and its impact on the hospitality industry.Responsibilities:* Strategic Planning & Execution: Develop comprehensive eCommerce, CRM, and platform strategies to maximize 'brand.com' revenue, elevate guest loyalty, and optimize yield across the global hotel chain. Collaborate with executive leadership to align strategies with overall business objectives.* Market Segmentation & Personalization: Implement data-driven approaches to understand guest preferences, segment markets effectively, and create personalized experiences that drive direct bookings and increase guest retention.* Digital Marketing Optimization: Oversee digital marketing efforts to ensure alignment with eCommerce strategies, focusing on SEO, SEM, social media, and content marketing. Leverage digital channels to increase brand visibility and engagement.* Technology Innovation: Stay abreast of emerging technologies, tools, and platforms within the eCommerce and CRM landscape. Evaluate their potential to enhance the guest experience, streamline operations, and increase conversion rates.* Collaboration & Cross-Functional Leadership: Foster strong collaboration between departments, including Marketing, Revenue Management, IT, and Operations, to ensure alignment and execution of strategies. Lead cross-functional teams in the implementation of eCommerce and CRM initiatives.* Performance Analysis & Optimization: Establish key performance indicators (KPIs) and regularly assess the effectiveness of strategies through data analysis and reporting. Use insights to refine approaches, improve conversion rates, and drive revenue growth.* International Market Penetration: Develop and execute tailored strategies specifically for the international market. Leverage cultural insights to adapt offerings, marketing campaigns, and guest experiences to resonate with international travelers.* Global Market Engagement: Travel to key markets such as Dubai, London, San Francisco, and Beijing to conduct market research, build relationships with stakeholders, and adapt strategies based on regional market dynamics and trends.* Team Development: Lead, mentor, and develop a high-performing global team, providing guidance and support to achieve individual and collective goals. Foster a culture of innovation, collaboration, and continuous improvement within the team.* Partnership Management: Cultivate and manage strategic partnerships with technology providers, OTAs, and other relevant industry stakeholders to drive mutual business objectives and enhance the hotel chain's online presence.* Compliance & Risk Management: Ensure compliance with data privacy regulations, security standards, and industry best practices in eCommerce, CRM, and platform management. Mitigate risks associated with online transactions and guest data handling.Requirements:* Experience: Minimum of 8-10 years in senior roles within eCommerce, CRM, or platform management, preferably in the hospitality or travel industry.* Chinese Culture and International Market Expertise: Strong understanding of Chinese culture and its influence on consumer behavior, with proven experience driving successful strategies for the international market.* Global Perspective: Track record of success in international markets, with a grasp of online booking trends and challenges in various regions.* Leadership Skills: Exceptional leadership, communication, and team management abilities to drive a global team towards common goals.* Education: Bachelor's degree in Business, Hospitality, Marketing, or a related field. A Master's degree or relevant certifications would be advantageous.Location and Travel:This is a global role that involves travel to key markets such as Dubai, London, San Francisco, and Beijing. The position can be based in Beijing, Hong Kong, Macau, or Singapore.Join Our Team:Be part of a dynamic and forward-thinking global hotel chain committed to excellence and innovation in the hospitality industry. Apply now to lead our eCommerce, CRM, and platform strategies and drive the next phase of growth!
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