Director of Digital & Loyalty – Maternity Cover
Wyndham Hotels & Resorts
London, England
7d ago

The interim Director of Digital and Loyalty EMEA, will be responsible for delivering on key projects during the 12 month contract, as well as leading the Digital and Loyalty teams to deliver on their goals.

The successful candidate will have experience of working in the travel industry with a particular focus on digital marketing as well as an all-

round knowledge of running a team of travel marketers. Key responsibilities include : 1)Digital Marketing

  • Line Manager to a team of two digital marketers
  • Accountable for the development of all digital advertising channels including paid search, programmatic display and social media advertising, with a particular focus on the evolution of attribution models and evaluating the success of campaigns
  • Work with the global ecommerce team based in the US to ensure EMEA website requirements are prioritised and progressed, including the development and support of translations for key EMEA languages
  • Support the transition of website services from central teams in the US to the Digital team in EMEA, including content management and website operations
  • 2)Loyalty Marketing

  • Line Manager to a team of two loyalty marketers
  • Work with the global loyalty team based in the US to grow the programme, whilst developing strategies to enhance loyalty for the EMEA region
  • Develop the member communications and marketing strategy for EMEA members
  • Manage CRM agency relationship
  • Deploy initiatives that engage hotels to generate new enrolments and ensure they are successfully handling the programme operations
  • Collaborate with Regional Marketing Managers to optimise and grow partnerships
  • 3)Contact Centre

  • Work with the global Contact Centre to drive growth of the Signature Reservation Service in EMEA a programme designed to assist hotels with reservations calls
  • Engage internal teams to drive adoption of the service from hotels
  • Deploy regular hotel communications and training initiatives to promote the service to hotels
  • Manage the ongoing support for hotels utilising the service
  • 4)Campaigns

  • Play a key role in the coordination and development of region-wide campaigns
  • Collaborate with brand and regional marketing teams as well as revenue management and operations teams, to ensure that campaigns are successfully launched to plan
  • Manage the reporting and evaluation of campaigns internally whilst supporting the Communications team to report externally
  • As well as owning key projects, the candidate should have a working knowledge of the following areas in order to support other members of the team :

  • Setting up and working with digital agencies on projects such as website development, paid search, display, analytics, email marketing and social media.
  • Supporting external clients. In this case the clients will be hotel franchisees and managers. Experience in a client-facing role would be beneficial.
  • Budget management
  • Web analytics and reporting
  • Team management Team management is a key aspect of this role, with two strong team leaders as direct reports, each with a supporting specialist.

    In addition there will be an intern supporting both digital and loyalty. Abilities / Key Competencies / Skills Alongside the professional competencies outlined below, the successful candidate will demonstrate the fundamentals of Wyndham Hotels & Resort’s Count on Me! Service Culture to be responsive, respectful and deliver a great experience.

  • This will form the cornerstone of their approach as they carry out all tasks with the Count on Me! Building Blocks in mind;
  • Compassionate, Engaged, Dependable, Courteous, Engaged, Inclusive, Hospitable, Prepared and Personalised.

  • Account management able to build successful relationships and drive engagement. Easily builds trust and credibility with clients, colleagues and key stakeholders
  • Analytics orientation able to interpret data to define direction, key drivers and objectives
  • Financial acumen able to set forecasts and budgets to drive financial performance
  • Cultural awareness able to navigate different cultural environments, anticipate differences
  • Communication strong interpersonal skills and able to communicate in writing, verbally and present throughout all levels of the organisation and externally
  • Resolution focus - results-oriented with the drive and tenacity to deliver as well as to overcome potential obstacles with positivity and maintaining motivation
  • Autonomy able to prioritize high-return opportunities and multi task without intervention
  • Flexibility copes well with a changing landscape and shows drive, initiative, creativity and problem solving, adjusting course when necessary
  • Structured able to establish and build processes and systems that sustain change and enhancement and keep projects on track and deliver within specified timelines
  • Innovation - comfortable in trying new procedure and approaches and taking calculated risks to test and learn’
  • Customer orientation maintains sight of the customer perspective and strives for results which drive the value proposition
  • Experience / Certificates / Education

  • Qualified to degree level or beyond ideally within a marketing, hospitality or related discipline or with equivalent professional experience
  • Experience in e-commerce or online marketing
  • Experience with web analytics (e.g. Adobe Analytics, Insight etc.) is an advantage
  • Previous experience in loyalty or contact centre marketing is an advantage
  • Previous experience in project management
  • Fluency in spoken and written English is essential; the ability to write and speak German, Turkish or Arabic would be an advantage
  • Previous experience in a franchised environment would be an advantage
  • Previous experience in a truly global business environment is desired
  • High level of proficiency in the use of Microsoft Office programs is essential
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