E Commerce Manager
COMO Metropolitan London / COMO The Halkin
Property: Metropolitan London / COMO The Halkin
Position: E Commerce Manager
Department: Marketing
Reports to: Cluster Director of Sales & Marketing
Role:
The E-commerce manager will be responsible for developing our online presence across both London properties. They will analyse data, trends and customer behavior to make strategic decisions regarding our online offering including on online travel agents and our own website. They will ensure all digital interactions are aligned with our brand values and vision, driving growth and overall customer experience.
Tasks/Responsibilities:
- Develop and implement a comprehensive e-commerce strategy aligned with the overall business goals.
- Conduct market research to identify trends, competitor activities, and consumer behaviours in the online space.
- Develops direct and semi-direct online channels to check and to improve the Internet presence of the hotels.
- In collaboration with Marketing Ensure an intuitive and seamless online experience, optimizing website design and functionality.
- Oversee the creation and management of product listings, ensuring accurate and compelling product information.
- Develop and execute online advertising campaigns to drive traffic and sales in line with marketing protocols.
- Implement SEO strategies to improve the website’s visibility on search engines.
- Utilize social media channels for marketing purposes, engaging with the target audience and driving brand awareness.
- Focus on improving the overall customer journey from browsing to booking and pre-arrival
- Oversee online customer support channels to address inquiries, issues, and feedback promptly.
- Implement strategies to improve the conversion rate on the website and OTA platforms
- Analyse sales data and customer behaviour to identify opportunities for revenue growth.
- Monitor inventory levels online
- Oversee the integration and optimization of secure and user-friendly payment gateways.
- Implement measures to ensure the security of customer data and financial transactions.
- Define and track key performance indicators (KPIs) to measure the success of e-commerce initiatives.
- Provide regular reports to the leadership team, summarizing e-commerce performance and recommending improvements.
- Collaborate with marketing teams to align online and offline marketing efforts.
- Regularly interpret data and metrics to make informed decisions and optimise performance.
- Manage customer relationships with OTA and other key accounts to ensure revenue generation
- Adapt to changing market conditions and customer preferences
Qualifications:
- A degree in eCommerce, Marketing, Business Administration, or a related field.
- Experience in hotel sales, marketing, or eCommerce
- Strong understanding of e-commerce platforms, digital marketing strategies, and customer experience optimization.
- Excellent analytical, communication, and project management skills.
- Strong understanding of digital marketing analytics and tools
- Ability to interpret data and metrics to make informed decisions and optimize performance.
- Proficiency in using CRM systems to manage customer relationships
- Excellent written and verbal communication skills to effectively collaborate with teams and communicate with customers
- Ability to convey complex information in a clear and concise manner
- Ability to develop and implement long-term strategies to achieve business goals.
- Strong problem-solving skills and the ability to think critically.
Sustainability & Corporate Social Responsibility
At COMO, we are committed to fostering sustainability and corporate responsibility across all aspects of our operations. As part of our team, you will play an active role in shaping and supporting initiatives that align with our environmental, social, and governance (ESG) goals. We value candidates who are passionate about driving sustainable practices and contributing to a positive impact on our communities and the planet. Your participation will be crucial in helping us meet our sustainability objectives and create lasting change.