Cluster E Commerce Manager
Role Overview
Develop, implement, and optimize e-commerce and digital marketing for an assigned hotel portfolio.
The role aims to increase direct bookings, online revenue, website conversion, digital visibility, and the quality of the online customer journey.
Coordinate with Revenue Management, Sales, Marketing, Reservations, hotel leadership, brand teams, and approved partners.
Key Skills for This Role
Full Job Posting
Role purpose
Develop, implement, and optimize e-commerce and digital marketing for an assigned hotel portfolio.
The role aims to increase direct bookings, online revenue, website conversion, digital visibility, and the quality of the online customer journey.
Coordinate with Revenue Management, Sales, Marketing, Reservations, hotel leadership, brand teams, and approved partners.
E-commerce and direct bookings
- Review website and microsite performance, identify conversion opportunities, and implement agreed improvements.
- Maintain engaging and accurate hotel content, including descriptions, images, amenities, offers, and booking information.
- Review booking journeys on mobile and desktop and coordinate fixes to errors, outdated details, and broken links.
- Coordinate website and landing-page updates and recommend SEO and website improvements with brand teams and approved partners.
Distribution and rate integrity
- Manage distribution across reservation systems, channel managers, OTA extranets, and connected platforms.
- Review rate plans, room mapping, inventory, and channel configurations with Revenue and Reservations; coordinate approved connections and updates.
- Monitor connectivity and booking delivery and coordinate technical issue resolution with hotels, brand teams, and providers.
- Monitor pricing and rate parity, investigate revenue leakage and unauthorized distribution, document cases, and escalate significant risks.
OTA and campaign management
- Monitor OTA production, visibility, content quality, and conversion; maintain hotel information and implement approved promotions and paid visibility activities.
- Review partner-program value and coordinate regular performance reviews with OTA and distribution account managers.
- Support approved direct and OTA campaigns; review content, offers, landing pages, booking paths, and tracking requirements.
- Monitor advertising spend, attributed revenue, conversion, return on advertising spend, acquisition costs, invoices, and campaign records.
Performance and collaboration
- Report on direct and OTA revenue, room nights, ADR, channel contribution, traffic, conversion, booking windows, and source markets.
- Analyze performance changes, investigate underperforming hotels, channels, and campaigns, and recommend commercially relevant action plans.
- Track action results and provide timely updates on performance, risks, opportunities, and outstanding work.
- Coordinate with hotel, regional, revenue, sales, marketing, distribution, and technology teams on digital initiatives and project timelines.
- Support online food and beverage, meetings and events, and ancillary revenue offers and booking or enquiry journeys.
- Monitor developments in hotel distribution and digital commerce and recommend relevant improvements.
Qualifications
- Bachelor's degree in E-Commerce, Business Administration, or a related discipline.
- At least 3–5 years of relevant digital marketing, e-commerce, or online distribution experience; hospitality experience is preferred.
- Experience managing digital marketing for multiple hotels or hospitality properties is an advantage.
- Strong hotel e-commerce, direct booking, and website conversion knowledge; strong analytical, commercial, communication, and project management skills.
- Ability to manage multiple priorities and collaborate effectively across teams.
Company
Accor describes itself as an inclusive hospitality group with opportunities for development and advancement.
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