Job description

The Director of E-Commerce is responsible for the strategy that will maximize exposure of the property across all online distribution and communication channels and drive revenue in rooms and food & beverage with an optimal return on investment. Under the leadership of the Director of Sales & Marketing, this position develops and implements strategy for guest communications, continually optimizing the guest experience, conversion, incremental revenues, guest retention, and guest loyalty for the property and the brand.

Strategy & Tactics:

• Work with Director of Sales & Marketing to plan & execute the annual e-commerce strategy including paid digital, paid social, email marketing, and more.
• Work closely with the Hard Rock International digital team and agency partners on the implementation of digital campaigns and ensure all relevant communication is available on property websites.
• Partner with Director of Revenue Management to collect data to ensure paid advertising and paid campaigns target relevant geographic and consumer groups.
• Utilize paid digital media to support brand positioning, and drive awareness, exposure, sales, and business opportunities.
• Partner with Hotel team including Director of Sales & Marketing, Director of Marketing, and Director of Food & Beverage to execute a paid campaign for Food & Beverage, Weddings, and Meetings & Events, using relevant digital and social channels.
• Optimize the Hotel website and ensure content is up to date; verify accuracy of all information including offer loading.
• Drive the Hotel’s email marketing strategy including development, execution, and performance.
• Create monthly email marketing calendar for overall Hotel communication, and a separate communications calendar to drive revenue for the Food & Beverage outlets.
• Manage the development process including cross-functional input, brief writing, copy writing, feedback, proofing, and testing.
• Improve email marketing performance through analytics and testing capabilities to exceed targets within the KPI framework.
• Collaborate with cross-functional partners to develop campaigns for different segmentation and lifecycle journeys.
• Coordinate ongoing research of the industry to detect market trends and relevant information to guide strategy. Identify important business and customer behavior trends across varied data sets. Make recommendations to improve potential from various markets.
• Analyze and refine the customer journey to increase online conversions; ensure all tracking and tags are in place to support return on investment.
• Plan, execute, and consult on the consistent application of Hard Rock brand on all marketing communications and media to ensure brand consistency.

Reporting & Data Analysis:

• Use metrics to track critical growth drivers, and ensure consistent, efficient understanding of contribution and progress of each area.
• Present insights and analytics to the Director of Sales & Marketing and senior management.
• Provide weekly and monthly dashboards to communicate channel and campaign performance.
• Produce monthly e-commerce report and contribute to other Sales & Marketing reports on a monthly and quarterly basis.
• Analyze and identify financial opportunities including cost controls, productivity levels, and revenue generation.
• Track e-commerce revenue and key metrics levering data to inform specific tactics and opportunities.
• Proactively identify and implement opportunities to improve the online customer journey.
• Use performance analytics to develop and refine creative assets in partnership with the marketing team and creative agency.
• Evaluate ways to grow and improve conversion and increase revenue for rooms and food & beverage outlets.
• Monitor actual sales, revenues, and expenses to determine variance; adjust strategies and forecasts accordingly.
• Monitor competitive set activities and adjust execution as needed.
• Monitor performance of email marketing and guest engagement campaigns and adjust strategy and execution as needed.

Vendor Management:

• Serve as the main point of contact for digital media buying agency and other e-commerce partners.
• Manage quality and timeliness of all vendor deliverables; provide guidance and feedback to optimize performance.
• Advocate for new revenue-driving business opportunities with business partners.

General Duties & Responsibilities:

• Participate in daily team Sound Checks.
• Maintain communication with Hard Rock International Marketing and E-Commerce teams.
• Promote the organization in and out of industry and at relevant trade associations.
• Present a professional image to employees, guests, clients, owners, and investors.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• 6+ years of experience in marketing and e-commerce for a luxury lifestyle brand.
• Hospitality marketing preferred.
• Experience with web analytics (Google Analytics, Adobe Analytics, or similar).
• Business development and sales experience in e-commerce and digital media or related industry mix.
• Track record of identifying and executing successful partnerships in the e-commerce and digital media landscape.
• Strong track record of creating and achieving sales plans & revenue goals.
• Degree/diploma in Marketing, Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

SKILLS

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform complex quantitative calculations or reasoning.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.
• Deep understanding of lifestyle hotels.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Must meet legal requirements for any required licensing.
• Ability to work evenings, weekends, and holidays, as needed.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

Job Type: Full-time

Pay: $130,000.00 - $160,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Night shift

Ability to commute/relocate:

• New York, NY 10036: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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