Job Description

E-COMMERCE MANAGER

The E-Commerce Manager will implement the marketing strategy as set forth by Regional Director of Sales and Marketing, Director of Marketing and Communications and Director of Revenue across all of Fairmont Century Plaza’s digital channels, position the brand’s microsite as the priority channel of electronic distribution and optimize the hotel’s overall digital presence.

The re-imagined Fairmont Century Plaza, at the heart of a $2.5B Century Plaza project in the center of Century City, is uniquely positioned as LA’s newest and brightest luxury destination for hospitality, lifestyle and dining, and major events, and we are looking for a E-Commerce Manager to help take us there.

WHAT IS IN IT FOR YOU:

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

WHAT YOU WILL BE DOING: 

WEBSITE MANAGEMENT

• Oversee and manage Fairmont Century Plaza’s microsite and the Fairmont and Accor brand sites providing the team with best practices, content and design updates and ideas to enhance website traffic and engagement.
  • Ensure website content (image and copy) is always up to date on Fairmont Century Plaza’s microsite and brand sites.
  • Ensure content is always up to date on external partner and corporate websites with particular focus on C-Vent, HOD and Accor photo libraries.
  • Support F&B and Spa outlets to ensure that their menus, offers, events, etc. are up to date on all web platforms from the microsite to Open Table
  • Liaise with the corporate office for deploying website enhancements and functionality upgrades.
  • Support and liaise with various departments and Corporate teams to ensure optimal content delivery (deadlines are met, imagery is approved, copy is on brand)
  • Monitor and assist the Revenue Manager/Director in ensuring rate parity throughout all electronic distribution channels.
  • Review and maintain rate and room type descriptions across online distribution channels (e.g. translations, images, etc.) in coordination with the Revenue Director/Manager.
  • Create and implement promotional content for special offers and packages, in coordination with the hotel’s Marketing and Revenue Directors.

SEARCH ENGINE OPTIMIZATION (SEO)

• Review the ranking of the hotel website on search engines, and update the hotel website with relevant search terms and adequate keyword frequency to ensure that the hotel website gets the best possible natural page rank in the languages available.
• Update and optimize Meta descriptions and tags.
• Analyze budget investment vs ROI for SEO activities

EMAIL MARKETING

• Prepare and send monthly email newsletters to the hotel’s opted-in subscriber list.
• Ensure emails are in line with the strategy as set forth by the Director of Marketing and Communications. 
• Analyze email productivity and profile segmentation.
• Assist Marketing & Revenue Directors in optimizing up sell messaging during guest reservation cycle.
• Provide ideas for building email database and regularly update database with new sign-ups.

SOCIAL MEDIA

• Update and manage the hotel and outlet social media channels following Omni channel flow calendar set by Director of Marketing and Communications. Includes stories, reels, static posts, UGC, giveaways and more.
• Ensure proper monitoring and active response of the hotel and outlet’s social media channels and online reputation management tool, maintaining consistent representation of the brand.
• Provide and present ideas to build social media following and engagement.

PHOTO OPTIMIZATION

• Ensure the picture quality loaded on all brand and 3rd party web sites and social media are according to the corporate identity guidelines.
• Identify signature shots representing both, the hotel and the brand.

PAID DIGITAL

• Create digital ads for paid social following Omni channel flow calendar set by Director of Marketing and Communications. Includes video, carousel and static
• Create digital ads for Programmatic, Display, Sales team partner organizations and other ad buys.
• Track performance and discuss ways to enhance and improve ads.
• Ensure that paid digital campaigns are appropriately tagged and tracked.
• Manage paid placement strategy on third-party guest room distribution channels, maintaining knowledge and insight of competitor/market tactics and updating deployed placements as necessary to optimize desired KPIs.

WEBSITE ANALYTICS

• Analyze the website user behavior, site performance, source of referrals, etc. and act accordingly.
• Analyze the website production (bookings) reports available from website statistical package and/or from the hotel’s Opera property management system.
• Provide monthly reports on website KPI to the management team of the hotel and the regional and corporate offices, including brand web contribution as percentage of rooms’ revenue.

DIGITAL MARKETING

• With Director of Marketing and Communications, assist with the development of digital marketing campaigns for local and feeder cities to increase the number of qualified visitors to the hotel website thus increasing revenues and conversion. This may include advertising buys, email marketing and social media ads.
• Assist on matters related to creative and media planning.
• Ensure brand and marketing messages on electronic channels are consistent with overall marketing activities (i.e. special promotions/offers etc.).
• Review and monitor hotel’s primary competition set on a regular basis online and ensure/maintain competitiveness and “web appeal”.

TRAINING/EDUCATION

• Participate in mandatory corporate web related trainings offered and brief the respective heads of department where necessary.
• Participate in the monthly Revenue & E-Commerce corporate calls.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
• Other duties as assigned.

Qualifications

YOUR EXPERIENCE AND SKILLS INCLUDE:   

• Bachelor's degree in Marketing or equivalent. Master's degree is an asset.
• Two to Five years in E-Commerce Management position, preferably in a luxury hospitality/travel/retail environment with significant exposure to Digital Marketing and Social Media.
• Track record of contributing to brand’s digital footprint.
• A combination of superior analytical skills and business acumen combined with strategic and creative vision.
• Proven working knowledge of content management systems. Proficiency in MS Office is required.
• Knowledge of industry-specify management including PPC, SEO, SMO, CTR etc.
• Assist with implementation of affiliate marketing and other relevant campaigns.
• Ability to adapt to a frequently changing market environment

Additional Information

YOUR TEAM AND WORKING ENVIRONMENT: What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

VISA REQUIREMENTS:  Must provide proof of eligibility to be employed in the United States of America. OUR COMMITMENT TO DIVERSITY & INCLUSION: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

#LI-MA1