Digital Experience Manager

Mandarin Oriental Hotel Group Limited; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading luxury hotel group is seeking a Digital Experience Manager to enhance their online presence and drive revenue growth through effective digital strategies. This role involves managing content, optimizing user experiences, and collaborating with various stakeholders to maximize direct bookings. Ideal candidates will have extensive eCommerce experience and strong problem-solving skills, along with a passion for delivering exceptional digital experiences.

Benefits

Learning & Development

Complimentary nights and attractive rates on rooms

Health benefits and wellness programmes

Retirement Plans

Qualifications

• Minimum 5 years’ experience in Digital/eCommerce.
• Proven record of delivering compelling digital experiences.

Responsibilities

• Support global digital strategy for website and app.
• Conduct audits of the website and app for improvements.
• Utilise analytics tools to track user behaviour.

Skills

Problem-Solving

Communication

Creativity

Collaboration

Tools

Sitecore CMS

Frontify DAM

JIRA

Microsoft Office

Job description

Mandarin Oriental is looking for a Digital Experience Manager to join our Digital team at the London Corporate Office.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences located in prime destinations around the world, with a strong development pipeline. Recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage and represents the cutting edge of luxury experiences.

About the job

The Digital Experience Manager supports the global digital strategy for the Mandarin Oriental website experience and guest app, including content and booking engine management. The role involves updating and managing content, creating exceptional digital brand experiences through the website and app, and increasing direct bookings via mandarinoriental.com.

You will work with corporate and hotel stakeholders to maintain and optimise Mandarin Oriental’s digital platforms, aiming to drive guest conversion. The role requires high organisation and prioritisation skills to manage content requests from hotels and stakeholders.

The Digital Experience Manager aims to maximise revenue growth via direct web platforms, enhancing customer digital experience and driving conversion across auxiliary products such as Gift Cards, Food & Beverage, Spa, and branded products.

You will coordinate and retail hotel content, delivering a customer-centric web and app experience while applying retailing best practices to boost customer engagement and purchases.

This role requires exceptional problem-solving and communication skills. You should be creative, pragmatic, and collaborative. Utilising eCommerce best practices and data analytics, you will improve customer flow and generate increased revenue.

Responsibilities

• Possess strong knowledge of the eCommerce space, including competitive strategies, marketing, product development, consumer research, usability, 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 inform data-driven decisions.
• Test and implement eCommerce tactics such as Web Personalisation, Basket Abandonment, Upselling, and purchase prompting to increase conversion rates and revenue.
• Collaborate across departments to optimise eCommerce strategies and identify improvement opportunities.
• Support marketing efforts for MOHG products with digital input and expertise.
• Establish standards, systems, and best practices for content creation, distribution, maintenance, and new product listings.
• Work with vendors and internal teams to enhance the customer purchase experience.
• Be an ambassador for Mandarin Oriental’s customer-first approach.

Candidate requirements

• Minimum 5 years’ experience in Digital/eCommerce with a proven record of delivering compelling digital experiences.
• Deep understanding of website operations, particularly Sitecore CMS and Frontify DAM.
• Experience working with JIRA and managing multiple tasks/requests.
• Strong project and stakeholder management skills.
• Comfortable working in an agile, evolving environment.
• Self-motivated with the ability to set direction and execute.
• Proficiency in Microsoft Office tools, including Excel, pivot tables, charts, and statistics.

Our commitment to you

• Learning & Development: We offer tailored programmes to support your growth throughout your career.
• MOstay: Enjoy complimentary nights and attractive rates on rooms for you and your loved ones as part of our #MOfamily.
• Health & Colleague Wellness: We provide health benefits and wellness programmes to support your wellbeing.
• Retirement Plans: We offer various retirement options based on your service length and role.

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