Ecommerce and Digital Marketing Manager

Qualifications

• Degree or diploma in Marketing, Communications, Digital Marketing, Hospitality, Business or a related field.
  
• Minimum of five years’ experience in digital marketing, preferably within luxury hospitality, travel, lifestyle or premium brands.
  
• Proven experience managing digital campaigns, websites, social media, content calendars, email marketing, OTA platforms and performance reports.
  
• Strong understanding of hotel e-commerce, direct booking strategy, CRM, SEO, GEO, AEO, paid media and online distribution.
  
• Experience working with brand standards, corporate digital teams, creative agencies and cross-functional hotel teams.
  
• Strong knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
  
• Competent use of digital tools such as Canva, Adobe, GA4, Google Search Console, Meta Business Suite, CMS platforms, DAM systems, email platforms and OTA extranets.
  
• Proven ability to create clear briefs for social media, creative content, influencer collaborations and campaign execution.
  
• Strong storytelling ability with the capacity to turn existing property assets into commercially relevant content.
  
• Ability to communicate effectively with corporate, leisure, MICE, wedding, loyalty, partner and stakeholder audiences.
  
• Strong understanding of local and international social media platforms and digital market trends.
  
• Flexibility to travel as required for client meetings, industry events, and hotel visits.
  

• Manage all aspects of the hotel’s digital strategy, including owned media, paid media, website, CRM, OTA content, social media, email marketing, digital partnerships and reporting.
  
• Implement Accor and Fairmont digital standards to ensure maximum online exposure, conversion, retention and guest engagement.
  
• Coordinate with Revenue, Sales, Marketing, Reservations, Guest Experience, F&B, Spa, Corporate Digital and agency partners to ensure an omnichannel approach with one voice and one commercial strategy.
  
• Manage and update website content, including rooms, offers, dining, spa, experiences, weddings, MICE, FAQs, metadata and landing pages.
  
• Lead website hygiene, SEO, GEO and AEO readiness to ensure the property is discoverable by both guests and AI-powered search platforms.
  
• Maintain consistency of property information across the website, Google Business Profile, OTAs, CRM, social media, email campaigns and partner platforms.
  
• Develop digital campaigns for local and international markets in support of Rooms, F&B, Spa, Weddings, MICE, Experiences and Loyalty revenue.
  
• Support direct booking growth through website optimization, campaign tracking, content improvements and conversion-focused digital activity.
  
• Oversee OTA content governance across platforms such as Booking.com, Expedia, Trip.com and other e-retailers, ensuring accuracy of room descriptions, amenities, policies, images, fees and offers.
  
• Coordinate CRM and guest marketing activity, including segmentation, email campaigns, guest lifecycle communication, loyalty initiatives and database governance.
  
• Manage digital content planning and storytelling across key property pillars, including Mount Kenya views, conservation, gastronomy, wellness, culture, heritage and Fairmont service.
  
• Support influencer, media and content creator collaborations through briefs, itineraries, deliverables, content tracking and performance reporting.
  
• Set digital objectives and KPIs aligned with the hotel’s business direction and commercial priorities.
  
• Analyze and report on website, social media, OTA, CRM, paid media and campaign performance to support data-led decision-making.
  
• Proactively identify digital advertising, distribution, AI-search, partnership and content opportunities that can improve visibility, engagement and revenue.
  
• Contribute to budget planning, supplier coordination, subscription tracking and digital tool management.
  
• Keep updated with developments in the digital media, hospitality e-commerce, AI-search, CRM and online distribution landscape.
  
• Support team knowledge development by creating SOPs, training guides, reporting templates and digital governance frameworks.
  
• Ensure brand compliance, data accuracy and consistent digital execution across all online platforms.