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Digital Performance and CRM Manager

Posted June 26, 2022

SH Hotels & Resorts - Corporate Office - Los Angeles
Los Angeles, CA
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Mother earth is hiring.

About This Job

Grow with us...

As the Digital Performance & CRM Manager, you love using data-driven insights to achieve measurable results. You’ll lead a continuous process of optimizing key performance metrics throughout the consumer journey across all digital channels—ideating, prioritizing, testing, analyzing, and implementing when successful. You’ll also help us better understand our guests in order to deliver more effective communications and personalized hospitality. As a member of our corporate team, you’ll support all verticals (rooms, food and beverage, spas, events and meetings, retail) and all properties globally, but lending specialized support to our property in China with its unique digital landscape.

Responsibilities:

  • Digital Paid Media: With our paid media management agency, continually test and refine channels, strategies, and tactics to improve return on spend and cost per acquisition. Manage monthly budgets and monitor weekly pacing and performance, making adjustments to optimize.
  • Web: With our web agency, continually test and refine strategies to improve qualified traffic, engagement, goal completions, conversion rate, revenue, and other KPIs. Support project management of ongoing site maintenance. Support launches of new sites, features, and integrations. Review monthly SEO reports and identify opportunities.
  • Email: Build, deploy, and maintain marketing and transactional email campaigns/journeys. Develop tests to optimize open rate, click-through rate, conversion, and revenue.
  • CRM: Support implementation of new CRM system. Develop strategies to leverage guest insights for actionable improvements in marketing and guest experience.
  • Loyalty: Collaborate in developing and implementing strategies to grow member acquisition, engagement, and bookings. Provide member support on technical issues.
  • Mobile: Identify opportunities to improve mobile app marketing and guest experience, and collaborate with corporate IT team to implement.
  • Reporting and Analytics: Maintain various existing weekly, monthly, and yearly digital reports, and develop new reports as needs arise. Analyze reports to provide actionable insights.
  • China: With our China digital agency, implement strategies to grow total revenue and direct booking. Provide ongoing support to property’s digital marketing manager and marketing director. Improve communication and understanding between corporate and marketing teams through translation.

Our Ideal Candidate:

  • Passionate about hospitality and marketing and a minimum of 3 years of similar work experience.
  • Fluent in Mandarin
  • Experience with the following systems is advantageous: Google Ads, Microsoft Ads, Meta Ads, TikTok Ads, Pinterest Ads, DerbySoft, Drupal, Google Analytics, Google Search Console, BrightEdge, Salesforce (Marketing, Sales, and Service Clouds), Google Data Studio
  • Familiar with China’s digital landscape as a marketer or at least consumer, including search (Baidu), social media (WeChat, Weibo, Douyin, Little Red Book), travel booking (Ctrip, Fliggy), and e-commerce
  • Willing and able to work outside of traditional business hours to support our international properties 
  • Excels at communication, both verbal and written.
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About this Employer

Corporate Office

www.shhotelsandresorts.com

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OUR COMPANY

SH Hotels and Resorts management company operates upscale, lifestyle, and luxury 1 Hotels, Baccarat Hotels, Treehouse,  and SH Collection properties. Every day, over 2,000+ team members work together in synergy to create impactful memories by offering an unrivalled level of service and create a sense of feeling at home for our guests at our hotels.  

Our success is driven by our passionate, skillful team members who embody the SH Hotels & Resorts core values; we share a common goal to protect our earth, and to love the people who inhabit it.  Our mission to find talent is simple.  We seek thoughtful, caring, and forward-thinking people who will inspire, collaborate, and strive to achieve our fundamental cause – do all the good we can. 

OUR BENEFITS

Our benefits are thoughtfully curated to enhance your well-being: 

  • DESIGNED BY NATURE WORK ENVIRONMENT creating an open and inviting work atmosphere
  • WORK LIFE BALANCE Generous Paid Time Off, Holiday Pay, Paid Time to Give Back*
  • WELLNESS Competitive Medical, Dental & Vision + generous discounts on health, fitness and wellness lifestyle brands to promote healthy living 
  • RETIREMENT PLANNING 401(k)/retirement savings plan*
  • CAREER ADVANCEMENT OPPORTUNITIES We're growing tremendously, and with growth comes advancement opportunities*
  • SH UNIVERSITY You will have access to a culture of learning.   Our comprehensive learning platform offers eligible Team Members a chance to grow and flourish from obtaining your GED, Associates and / or Bachelor’s degree to Professional Development and Courses / Certifications through our Ivy League Executive Development Program. 
  • EMPLOYEE RECOGNITION – earn rewards (or even $) when you do all the good you can! *

*Some eligibility requirements may apply. 

It's 1 World

Creating a culture of inclusivity is our responsibility as human beings—to each other, and to the 1 beautiful world we share. We stand together in our pledge to grow diverse and equitable representation for everyone in our growing community of team members, guests, and partners.


SH Hotels & Resorts is an Equal Opportunity Employer